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Title:  Service Express Coach - West Region


Los Angeles, CA, US

Date:  Sep 22, 2022


Title: Service Express Coach 

Location: West Region 

Job Type: Full-time with Benefits   


Who We Are:   

We are MSX International – a leading, global provider of technology-enabled business process outsourcing (BPO) services to automotive manufacturers. For more than 25 years, MSX International has worked closely with vehicle manufacturers around the world. With over 5,000 employees based in more than 80 countries worldwide, our teams provide industry leading expertise.  We have combined our deep industry expertise with cutting-edge technology solutions to help our automotive clients increase revenue and reduce cost, while enhancing operational efficiency and customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice.  


Description: The Subject Matter Expert (“SME”) will be responsible for the professional assessment and development of all Nissan Express Service (“NES”) prescribed solutions furnished by Nissan North America (“NNA”). The SME will be responsible for developing and maintaining a direct relationship with specifically assigned Nissan dealers, as well as to assist NNA Field Operations Managers (“FOM”) and Dealer Technical Service Mangers (“DTSM”) with related service drive processes, KPI & CSI improvement, and business development.


The SME will be responsible for the following:

  • Dealer and Field support of Nissan Express Service programs including Express to Impress (ETI) and Special Process Assessment with Express (SPAx) as outlined in the NES protocol
  • Dealer Basic and/or Advanced Consultations as outlined in the NES protocol
  • Dealer Basic and/or Advanced Sustainment visits as outlined in the NES protocol
  • Dealership staff training as outlined in the NES protocol
  • Dealership phone follow-up support
  • Timely and comprehensive completion of dealer action plans
  • Adequate Nissan National and Regional personnel contact
  • Monthly field detail reports submission
  • Weekly timecards and expense reports submission


Skills Desired: The successful candidate will possess at least 5-7 years of Aftermarket, Retail Dealership Management and/or OEM dealer contact experience, as well as excellent verbal and written communication skills This position requires a high level of proficiency with Microsoft Word, PowerPoint, Internet Explorer, and Excel. The successful candidate must also reflect an exceptional track record and attributes that includes:

  • 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 (ADP, Reynolds, UCS, etc.), with PC applications in a Windows environment, and tablet solutions (Dealer Logix, DealerFx, and XTime).


The SME will need to be available and have the desire to travel 95% of the time. Qualified candidates must be highly motivated, self-starters who possess excellent customer relationship, communication and facilitation skills, with a high degree of interest in working in a field environment with minimal supervision.


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. 


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Nearest Major Market: Los Angeles

Job Segment: BPO, Business Development, Operations, Sales, Automotive

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