Field Service Specialist

Company Description

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

• Assessing and solving technical escalations,
• Providing online and in-dealership technical assistance,
• Leading discussions and acting as a subject matter expert,
• Managing recall requirements and ensuring Required Service Updates (RSU) are completed and following up to ensure a reduction in buybacks,
• Interacting with the team as the quality feedback liaison,
• Providing dealership consultations on repair order documentation, repair service agreements, and facility inspections,
• Ensuring the improvement of the customer experience and increasing “fixed first visit” cases and
• Analyzing and making suggestions related to repair shop process improvements and offering proactive business planning with a focus on customer experience.
  
  

Qualifications

• A minimum of 3 to 5 years’ automotive experience required; current ASE certification is preferred but previously certified individuals will be considered,
• Highly motivated, adaptive, and autonomous with the ability to deliver results,
• Ability to travel locally to dealerships within a designated area,
• Ability to analyze and document vehicle case updates,
• Ability to communicate technical information to all levels,
• Ability to analyze data and create custom reports using provided templates,
• Ability to effectively use MS Word, Excel, and PowerPoint and
• Ability to work independently and manage a progressive workload in a fast-paced environment.
• Include local travel to designated dealerships,
• Assisting dealer technicians with solving tough vehicle cases,
• Providing knowledge and support to dealer personnel,
• Documenting technical issues,
• Completing research and following up to help solve challenging cases and
• Report out to PMO.
• High School Diploma,
• Intermediate knowledge of Excel – will be tested,
• Analytical skills with ability to understand and communicate the meaning of the data being presented,
• Excellent Mathematical/Statistical and Logic skills and
• Excellent Reasoning and Organizational skills.
  
  

Language Skills

• Full professional proficiency in English is required and
• Minimum professional proficiency in Spanish is preferred.
  
  

Mathematical Skills

• Knowledge of arithmetic (addition, subtraction, multiplication, division) and their applications are required.
  
  

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to:

• Travel to dealers, connect vehicles to the diagnostic tool, view vehicles on shop floor and on lifts,
• Call, video, email, message and communicate with dealers and co-workers during work hours and
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
  
  

WORK ENVIRONMENT

• Dealership environment,
• The noise level in the work environment is usually moderate to high and
• Monday – Friday dealership hours plus admin hours.
  
  

Additional Information

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, and other business and organizational needs. The disclosed range estimate may not have been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At MSXi, it is not typical for an individual to be hired at the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $95k to $105k based on current experience.

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.