Mobile Service Coach

Mobile Service Coach

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

Are you a high-energy leader who thrives on creating change? We are looking for a passionate individual to lead our Mobile Service program. This is not a traditional automotive role. You are a consultant, a sales coach, and a hands-on trainer rolled into one. You will be responsible for working with dealership owners to embrace the future of automotive service, coaching their management teams on profitability, and getting "hands-on" in our mobile units to show technicians how it's done. If you have a passion for customer experience, consultative sales, or retail leadership, and you aren't afraid to get your hands dirty, we want you.

• 50% Business Growth & Sales: Consulting with Dealer Principals and Service Managers. You are "selling" the vision, overcoming objections, and building a profitable business model.
• 25% Change Management: Implementing new processes, analyzing KPIs, and fixing "broken" dealership processes.
• 25% Hands-On Technical Training: You will be in the Mobile Unit, demonstrating procedures and training technicians in the field.

Roles & responsibilities

• Serve as SME for Mobile Service implementation, sales, operations & workflow process mapping.
• Deliver technical & non-technical training at dealerships, other venues within the assigned territory, and virtually. Training topics include new MS unit launch support, MS unit discovery, MS unit systems training, vehicle service & repair procedures, MS demand generation, inspection-based sales & customer satisfaction initiatives.
• Instruct Technicians on proper vehicle lifting procedures, oil extraction/oil change procedure & vehicle checkup process
• Support and/or conduct other non-technical training.
• Teach techniques for building rapport with customers, active listening, and conducting professional, high-integrity sales training to improve customer experience & increase MS department revenue.
• Assist dealership management with the development and execution of dealership go to market plans.
• Observe dealership process activity and provide root cause analysis/action planning/training to improve performance with proven ROI strategies.
• Monitor all KPIs for all dealerships within the territory and provide counsel to dealership management in support of achieving stated sales targets.
• Ensure robust parts stocking strategy to support MS operations.
• Develop MS unit parts stocking plan to support planned repair as well as additional needed service opportunities.
• Assist Dealer recruiting & retaining MS Technicians & Coordinators

Physical requirements: This is a physically demanding field role as you will be responsible for demonstrating and training Mobile Service Van repair processes and procedures. To effectively train our teams, you must be able to:

• Effectively observe and demonstrate Mobile Service procedures, requiring prolonged standing, walking, bending, crouching, kneeling, and crawling under vehicles or reaching into engine bays.
• Conduct van discovery training, consisting of frequently moving parts, tools, and equipment often weighing 10-50 lbs.
• Work in outdoor environments with varied temperatures & inclement weather alongside technicians.
• Ability to travel 80% of the time (both driving and flying)

Qualifications

• Passionate, resilient, and persuasive. Ability to talk to every level at the dealership and share best practices
• High School diploma (bachelor's degree preferred)
• 3+ years of customer-facing experience in automotive industry

Bonus Points If You Have..

• Bachelor's Degree
• 5+ years of experience in automotive industry. Service in an aftermarket or dealership environment is a plus. Retail automotive experience is a plus.
• Exceptional public speaking and presentation skills. You should be able to command a room of 20 people or a 1-on-1 meeting with an owner.

Skills:

• Must have a wide-ranging background in automotive industry with corporate and retail knowledge.
• Knowledge of automotive service tools & equipment
• Ability to train Technicians on Mobile Service tools & equipment
• Understanding basic automotive systems to effectively communicate to technicians and Coordinators.
• Knowledge of Automotive Service Sales Process & Techniques
• Ability to deliver sales training to MS Coordinators & Advisors
• Must have rich experience in automotive training and facilitation.
• Knowledge of automotive parts operations
• Must have excellent written and verbal communication skills.
• Proven record of accomplishment with program leadership.
• Excellent Organizational skills

Competencies:

• Strong communication skills, both oral and written
• Strong analytical skills
• Strong problem-solving skills
• Exceptional collaboration and persuasion skills
• Strong initiative and motivation

Additional Information

• 85% travel required weekly, including overnight stays as needed.

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.