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Title:  Service Digital Experience Coach - NJ/NY



Date:  Mar 18, 2023


Title:  Digital Service Experience Coach

Location: NJ/NY, US

Job Type: Full-time with Benefits  


Who We Are

For more than 25 years, MSX International has been a dedicated partner to leading automotive brands around the world. We support them in transforming their businesses and in managing their operations across the areas of Customer Experience, Repair Optimization, Learning and Insights. We focus on helping our clients generate more value for their customers. 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 costs, while enhancing operational efficiency and improving customer satisfaction.  Our goal is to help our customers reach their full potential and to excel as their global partner of choice. 


Service Reservations, Service XP Product Integration, and Service Experience Delivery

To take ownership of ensuring the Reservations / Service Appointment System is implemented correctly and efficiently in Dealerships across the US.  This includes pre-assessment visits to understand the current Service model, onboarding & training of key Service personnel, and sustainment measures to ensure any new team members are trained and new features are rolled out properly.  In addition, this will include transition from the current Appointment system / Service Lane Technology within a Dealership as well as movement to full Service XP as the product evolves.  While technology is a primary focus, Guest Experience elements will also be a component of delivery success.


What Your Day-to-Day Looks Like

  • Develop and maintain effective working relationships and teamwork with Market Field Team, Ford Motor Company, Dealership Personnel
  • Take responsibility of Service Appointments and Service XP within a Dealership by providing virtual training, hands on training, virtual support, and hands on support to the Market Field Team, Ford Motor Company and Dealership Personnel
  • Guide, support, advise and educate Dealership Personnel on the processes, procedures, and benefits of Service XP
  • Monitor and control documentation of program ensuring tracking of progress and maintenance, technology delivery issues and areas of improvement for efficient delivery (Dealer and Customer Feedback critical)
  • Ensure effective communication with Dealership Personnel, the Field and Ford Motor Company, especially related to feedback on the tool, areas of concern or areas needing resolution
  • Understand behaviors and associated Ford Guest Experience elements tied to the technology to deliver an elevated Customer Experience in Service
  • Create advocates of the tool over time through continuous feedback, relationship building and efficient use of the tool freeing up time to provide a great Customer Experience in Service
  • In addition to the duties and responsibilities listed, the candidate is required to perform other duties assigned by the manager from time to time



What You Bring 

  • Dealership Service Department experience with understanding of shop capacity, various servicing options for customers and service appointment making/shop loading process
  • Previous Coaching experience working with Service department, Service Management, Service Advisors, and BDC preferred
  • Moderate to expert level of experience in dealership service appointment scheduling software (DMS is acceptable) as well as understanding dealers’ service capacity situation in order to make suggestions, integrate and modify the system settings
  • Confidence when interacting with all levels of Dealership Management and Staff in both the product as well as yourself
  • Requires persuasive coaching skills, adaptability and ability to generate excitement about Service XP
  • Proficient in all service department concepts, processes, tools and great customer experiences
  • Awareness of current best practice within the automotive industry, customer experience, web and app-based customer Service Lane Technologies
  • Customer service skills, especially related to creating meaningful relationships within a Dealership
  • Effective communication and written skills: Verbally, Virtually, and In Person
  • Ability to develop and maintain good client relationships
  • Ability to deliver a variety of communication and training sessions via phone, email, virtual or in person
  • Ability to thrive on a team environment
  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.


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: New Jersey

Job Segment: Automotive

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