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Title:  Pickup and Delivery Experience Coach - Pittsburgh, PA


Pittsburgh, PA, US

Date:  Jun 15, 2022


Title: Pickup and Delivery Experienced Coach

Location: Pittsburgh, Pennsylvania 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. 


What’s in it for you?  When you join our team, you become part of the MSX International, Inc. family. It’s more than a job – it’s the opportunity to build a career, make a difference, and be part of an exciting industry. 




Ford Pickup & Delivery provides a mutually beneficial experience for busy customers and the dealership's Service Department. Traditionally, Service traffic peaks at the beginning and end of the workday. Pickup & Delivery allows the dealership to schedule customers more evenly throughout the day because they're meeting customers on their terms. Also, when additional service opportunities are identified, customers are more likely to allow the work to be completed because Pickup & Delivery eliminates their biggest constraint – time. Customers can choose any dealership for service. Ford Pickup & Delivery provides the sort of experience that sets Ford apart from other brands.


As a Ford Pickup and Delivery Experience Coach, you provide insightful advice and hands-on technical support to Ford Dealers. In addition, you will offer guidance, knowledge, and best practices on using Redcap, a connected car platform. To be a successful PDL Experience Coach, you must have a passion for technology, customer experience, and service operations. 



 Who You Are 


  • Love how it feels to encourage others – You bring excitement and energy to new technology. 
  • Strong interest in technology – You are always learning new technology and have agility at learning new products and features. 
  • A player-coach — You're comfortable switching gears between tactical execution on the front lines with customers and strategic planning and performance with a clear understanding of the bigger picture.
  • An exceptional people leader — You possess strong leadership skills and a proven history of attracting, developing, and motivating others around the Ford Service Pickup and Delivery brand's mission, vision, and values.
  • A data-driven decision maker — You've got solid analytical skills with the ability to analyze and interpret data to deliver insights that optimize business performance.
  • A collaborative team player — You work effectively with others and love collaborating cross-functionally on high-impact projects that add value.
  • A Customer Experience (CX) thought leader — You're deeply knowledgeable about the latest industry trends, best practices, software, and tools, and leverage those insights to raise the bar for our CX function continuously 

How You Will Succeed 


  • Understands the challenges of the automotive operations and employees, e.g., Sales, Service, and Parts  
  • Work directly with Leadership Team to gain momentum on Loyalty Programs Best Practices 
  • You have strong people skills, you are approachable, a good listener, and empathetic 
  • Owns accountability for Ford Service Pickup and Delivery performance metrics, ensuring KPIs are achieved or exceeded.
  • Strong influence, negotiation, analytical, and passionate about Ford, eager to share this passion with other 
  • Excellent written and verbal communication skills
  • Use powerful questions to raise awareness of areas of opportunity. 
  • Comfortable with working with groups or individuals
  • Embraces diversity, thinking, and motivating others through challenging situations. 
  • Ability to develop collaborative relationships and become a trusted partner.


Essential Duties and Responsibilities


The candidate will exhibit strategic vision, analytical solid/process skills, a bias for action, and the ability to partner with others to influence strategy, improve the Ford Pickup and Delivery customer experience and drive results. In addition, the candidate will target opportunities for improvement within their organization; you will propose long-term training and business advisory solutions to leverage the Ford Pickup and Delivery technology and processes.


To ensure a consistent process is implemented, you will partner with your Ford dealers to review their PDL customer experience. Journey mapping the customer experience and providing insight on how the technology can be integrated into the service department roles. You are encouraging a growth set mindset by working with the design and maintenance of the PDL process. Customer loyalty programs and applications help build a more engaging customer experience, retention, and satisfaction. As the expert, you will evaluate the training needs of your Ford dealers, develop a training plan, and execute it. Your support for Ford Dealer employees boosts their performance and expands their skills. 


Position Incentives


  • PDL Performance Incentive  
  • Car Allowance
  • Resource will utilize American Express Travel Services for all travel bookings.  All travel miles/points earned are provided to employee for future personal utilization.
  • Ford Laptop PC and Cell Phone provided
  • You manage your flexible schedule
  • Full time Salary position
  • Additional opportunity to promote within MSXI working with multiple OEM’s across the USA

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. 



If you are interested in this position apply here  


Nearest Major Market: Pittsburgh

Job Segment: BPO, Technical Support, Operations, Automotive, Technology

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