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Title:  Automotive Service Process Consultant - Richmond, VA


Richmond, VA, US

Date:  Jan 23, 2023


Title: Automotive Service Process Consultant

Location: Richmond, VA Area

Job Type: Full-time with Benefits 




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 cost, 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. 



MSX International is seeking an Operations Specialist who will be responsible for the professional delivery, installation and sustainment of MSX International Express Service prescribed solutions. 



The Operations Specialist is the lead liaison with FCSD Zone Manager.  The Specialist will be responsible for developing and maintaining a direct relationship with specifically assigned dealers, attend regional FCSD Organization meetings quarterly, support launch and performance manager in planning meetings and Quick Lane launches, along with implementing plans to achieve regional objectives. 


The Operations Specialist will provide primary operational support to assigned Quick Lanes within Region: 

  • Attend Annual Business Plan Meetings 

  • Create and Work Quick Lane Action Plans 

  • Conduct Repair Order Analysis as needed 

  • Develop Quarterly Marketing Plan and Monitor Adherence 

  • Ensure Scheduling of Quarterly Quick Lane Sales Events 

  • Ensure current Quick Lane POS is updated and displayed 

  • Work with Quick Lane Manager to conduct periodic Competitive Ad and Price Surveys 

  • Review and approve Co-op claims 

  • Work with Quick Lane on Search Engine Optimization and Landing Page Claiming 

  • Monitor and motivate Quick Lane Contest and Incentive performance 

  • Manage tire sales processes at each Quick Lane 

  • Create and maintain Tire Screen 

  • Assist with TIM Tool set-up and monitor 

  • Conduct periodic inventory review and arrange for inventory swap as needed 

  • Establish Good/Better/Best Lineup 

  • Ensure adequate Tire Displays and current pricing (Indoor/Outdoor) 

  • Conduct on-site training as needed 

  • Ensure Quick Lane team completion of all required STARS courses 

  • VCU Training (including inspection skills) 

  • RIM and ¼ Time 

  • Telephone Sales Skills 

  • Customer Handling 

  • Tire Sales Skills 

  • Brake Sales Skills 

  • Credit Card Solicitation Skills 

  • Conduct operational review on every visit 

  • Action Plan review 

  • KPI and Sales Performance review 

  • Op code usage and submission 

  • Workflow Processes 

  • Service Times 

  • VCU and Sales Skills 

  • Provide visit summaries to Dealer, District Operations Manager and FCSD Region 

  • Complete all administrative tasks in a timely manner 

  • Run Quick Lane as needed 



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.  The successful candidate must also reflect an exceptional track record and attributes that includes: 

  • Will possess Aftermarket Experience, preferably Retail Tire Store Management experience  

  • OEM dealer contact experience is a plus, as well as excellent verbal and written communication skills 

  • This position requires proficiency with Microsoft Word, PowerPoint, 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 action 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 PC applications in a Windows environment 

  • Ability to train and utilize all aspects of Automotive Tire Sales and automotive service sales 

  • Ability to influence the sales personnel and technicians in the training processes and monitoring the results  



  • Bachelor's degree (preferred) 



  • 80% Travel required 

  • Overnight travel required 

  • Have ability to equally accommodate working from home office or remote location 


MSXi is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, veteran status, or disability.


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Nearest Major Market: Richmond

Job Segment: Inside Sales, Telemarketing, Consulting, Automotive, Sales, Service

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