Automotive Operations Specialist

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.
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)
80% Travel required
Overnight travel required
Have the ability to accommodate working from home office or remote location equally
You will receive ongoing support, coaching, and development from Regional and Market Team Leaders to ensure your success

Employment type
Full-time

Work arrangement
No