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Title:  Express Service Coach



Date:  May 15, 2021


The Express Service Coach (ESC) will be responsible for the professional delivery and installation of all MSXI Express Service solutions designed to meet Mercedes-Benz (“MBUSA”) strict standards of dealer engagement. The ESC will be responsible for developing and maintaining a direct relationship with specifically assigned Mercedes-Benz dealers, as well as to assist with Dealer Assessment Meetings and Dealer Certification Follow up Meetings. The desired candidate must meet the following criteria:

  • Demonstrated experience in similar OEM Express Service initiatives
  • Specific experience in Mercedes-Benz dealer operational standards and MBUSA’s Customer Experience and CSI Goals
  • Knowledge of the Mercedes-Benz dealer network and MBUSA Field Staff with relative MBUSA Express Service program delivery experience
  • Certified in MBUSA and MSXI Training Standards


This is a professional level, non-supervisory position.


  • Receive comprehensive training based on the MSXI/MBUSA Express Service program criteria
  • Conduct ongoing market adaptation of coaching elements – based on current program requirements (checklists, coaching guide, agendas, dealer presentations…)
  • Preparation of retail visits (individualization of presentations and agendas, evaluation financials, Coaching Tools, Customer Potential Analysis. etc…)
  • Dealer coaching:
      - Conducting of GAP-Analysis, set-up of Action Plan, action tracking and certification through the use of MSXI online toolbox (TrackIt)
      - Training of/support dealers for implementation of MBUSA Express services and processes for defined coaching modules
      - Marketing support (evaluation of Customer Potential Analysis Data, Sales and Business   Planning at the dealer level
  • Technical implementation of “Express” processes and standards focused around the Mercedes-Benz Customer expectations
  • Implementation and refinement of Multi-Point Inspection processes with specific focus on the customer centric delivery of the tools findings
  • Coordinate travel schedule among all parties
  • Acting on behalf of MBUSA and its dealerships, develop and implement a targeted training, marketing & sales plan. The Express Service Business plan would include features such as technician training, technical support, local product promotions, and related MBUSA program integration
  • Measure and track individual dealership performance against the agreed upon Business Plan.
  • Pro-actively follow-up on coaching activities and action plan items
  • Auditing of dealer compliance against MBUSA Express Service requirements (i.e. maintaining specified program deliverables)
  • Understand of high-level MBUSA Corporate and Aftersales organization and related strategies
  • Submit daily contact reports including number of planned/actual dealer visits, dealer reviews, coaching status and verbal description of contact/next steps
  • Review program status with MBUSA/MSXI program management



  • The successful candidate will possess at least 10 years of Aftermarket, Retail Dealership Management and/or OEM dealer contact experience, as well as excellent verbal and written communication skills. Previous Mercedes-Benz Coaching / Consulting Required.
  • This position requires a high level of proficiency with TrackIt, Microsoft Word, PowerPoint, PDF Files, Excel and Internet Explorer.
  • Ability to leverage relationships to identify and sell the business case for change
  • Analyzing data from dealer financials and operational assessments to establish improvement plans.
  • Implementation of service advisor selling systems and overall process improvement solutions at the aftermarket or retail level
  • Ability to understand, establish and implement effective metrics to keep dealerships focused on growth and ROI
  • Demonstrated proficiency with dealer management systems (CDK, Reynolds, UCS, etc.) and with PC applications in a Windows environment
  • Experience in Mercedes-Benz service operations, sales, management and customer requirements
  • Prior dealership service training, coaching and consulting required
  • Must possess excellent communication, presentation and negotiation skills
  • Must be highly interpersonal with team-building and participative management skills
  • Proficient with PC, Dealer Management Systems and Microsoft Office applications
  • Requires self-starter with ability to work under minimal supervision
  • The Express Service Coach must present professional level communications abilities in English and any other languages as required by the project client
  • High level of proficiency with PC and Microsoft applications including; outlook, excel, word, publisher and power point presentations
  • The Express Service Coach must possess demonstrated competency in MBUSA/Dealer specific software applications as required by the client
  • Ability to perform GAP analysis of current operating practices and develop a comprehensive action plan based on findings
  • Comprehensive experience in Express Service business planning and marketing preferred
  • The Express Service Coach must be able to execute outlined program components such as training, reporting, marketing, change management, group facilitation, and customer handling abilities
  • The Express Service Coach must be proficient in all areas of process development, mapping, evaluation and execution
  • The Express Service Coach must be capable of formulating business decisions based on a logical reasoning approach and offering a solution based outcome to all situations 
  • The Express Service Coach must possess the physical capabilities necessary to accomplish the tasks assigned to the program including but not limited to; demonstrating shop related tasks, delivery of training materials, multi-day travel, extended periods of physical activity during training seminars and ability to lift a minimum of 50 lbs without sustaining injury
  • Must posess a demonstrated ability to operate successfully in business enviroment with limited management oversite with demonstrated teamwork abilities.



  • Bachelor's degree in related field or minimum 10 years’ equivalent experience
  • Familiarity with the following automotive operations:  Manufacturer, dealership service and parts management & aftermarket service department operations
  • Expert understanding of automobile repair and technology
  • Experience with management of Quick Service facilities and teams



  • Position is full-time
  • 95% overnight travel required
  • Able to accommodate working from a home office or remote location

If you are interested in this opportunity, please apply here.



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