Field Operations Support Specialist

Company Description

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry-leading expertise. We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce costs, while enhancing operational efficiency and improving customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice.

Job Description

MSX International is seeking an Operations Specialist who will evaluate current dealer fixed operations, identify inefficiencies, and recommend areas for performance improvement. You will work closely with dealer staff to coach and mentor them on sales techniques and customer service standards to ensure the delivery of Dealer and OEM Business Plan Objectives. You will monitor dealer progress, recap actions taken, and recommend best practices to enhance customer experience. Additionally, you will track and report key performance metrics, identifying areas for improvement and celebrating successes. 

Key Responsibilities: 

• Evaluate current dealer operations to identify inefficiencies, gaps, and opportunities for performance improvement. 

• Coach and mentor dealer staff on sales techniques and customer service standards to achieve Dealer Business Plans and Ford objectives. 

• Monitor dealer progress between support actions, providing ongoing feedback and support. 

• Accurately document actions taken and provide recommendations from on-site support visits. 

• Implement best practices in customer service and sales techniques to enhance the overall customer experience. 

• Track and report key performance metrics, identifying areas for improvement and celebrating successes. 

• Collaborate with dealership management to develop and implement action plans for continuous improvement. 

Qualifications

• Proven experience in dealer or aftermarket automotive service operations. 

• Strong coaching and mentoring skills with the ability to motivate and develop dealer staff. 

• Excellent analytical skills to evaluate performance metrics and identify areas for improvement. 

• Strong communication and interpersonal skills to build effective relationships with dealer staff and management. 

• Ability to travel to dealer locations for on-site support and evaluations. 

• Knowledge of dealer fixed operations and business objectives. 

• Experience implementing customer service best practices and sales techniques. 

• Ability to work independently and manage multiple priorities. 

• Ability to leverage relationships to identify and sell the business case for change.

• Analyzing data from dealer financials and operational assessments to establish improvement action plans.

• Demonstrated proficiency with PC applications in a Windows environment. 

• Ability to influence the sales personnel and technicians in the training processes and monitor the results. 

• Bachelor's Degree (preferred) but High school diploma or General Equivalency Diploma (GED) is required

Additional Information

MSX International is an Equal Employment Opportunity Employer committed to employing a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status, age, or any other characteristic protected by law.