Field Performance Specialist

About the role

MSX International, a partner to vehicle manufacturers, retailers and mobility organizations for more than 30 years, is looking for an Operations Specialist (listed as Field Performance Specialist) to evaluate dealer fixed operations, find inefficiencies and recommend improvements. The role works closely with dealer staff to coach them on sales techniques and customer service standards so that Dealer and OEM business plan objectives are met.

Key responsibilities

• Evaluate dealer operations to identify inefficiencies, gaps and improvement opportunities.
• Coach and mentor dealer staff on sales techniques and customer service standards to meet business plan and OEM objectives.
• Monitor dealer progress between support actions, giving ongoing feedback and support.
• Document actions taken and give recommendations from on-site support visits.
• Implement best practices in customer service and sales to improve the customer experience.
• Track and report key performance metrics, highlighting areas for improvement and celebrating successes.
• Work with dealership management to develop and run action plans for continuous improvement.

Required profile

• 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 improvements.
• Strong communication and interpersonal skills to build relationships with dealer staff and management.
• Ability to travel to dealer locations, including overnight travel, and to work from a home office or remote location.
• Bachelor's degree preferred.

Required skills

• Knowledge of dealer fixed operations and business objectives.
• Experience implementing customer service best practices and sales techniques.
• Ability to analyze dealer financial and operational data to set improvement action plans.
• Ability to influence sales personnel and technicians in training and to monitor results.
• Proficiency with PC applications in a Windows environment.
• Ability to work independently and manage multiple priorities.