Field Service Consultant

Overview

Market Source is a sales acceleration company focused on delivering better outcomes for many of the world’s most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments.

Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.

Summary

The Automotive Technical Advisor will act as a direct liaison between the dealerships and the OEM within their assigned program. The Automotive Technical Advisor will have a special focus on buyback reductions including repeat repairs/visits, repair time, and Fixed First Visit.

Essential Job Functions:

• Provide technical assistance and fixed operations consultation to our dealer service personnel, fleet, and commercial customers
• Motivate and lead dealer service personnel to higher levels of service and parts performance consistent with corporate and industry direction
• Initiate resolutions on current unresolved issues in support of dealer’s efforts to maximize their competitiveness in the marketplace while improving customer retention and loyalty
• Analyze and make suggestions relating to repair shop process improvements and offering a proactive business planning with a focus on the customer
• Manage STAR escalations- high buyback risk vehicles as identified in Sales Force
• Provide in-dealership technical assistance
• Provide dealership consultation on the following: repair order documentation, repair service agreements and facilities inspections
• Troubleshoot and solve final repair attempt situations
• Identify repair shop process improvements and proactive business planning with a focus on the customer
• Represent the OEM as a subject matter expert (litigation/buybacks); CAIR updates needed for each involvement with additional systems as directed by the OEM
• Provide support for C.A.G./engineering- providing on ground request support
• Oversee Recall and Required Service Updates (RSU) follow-up and reduction
• Establish yourself as a quality feedback liaison
• Highly motivated, adaptive, and autonomous with the ability to deliver results
• Entrepreneurial individual with a history of leadership and achievement
• Excel in building positive working relationships, cost assessment and conflict resolution
• Understanding of automotive dealership fixed operations
• Ability to travel to dealerships within a designated area
• Ability to communicate technical information to all levels within both the client and the dealerships
• Ability to analyze data and create custom reports
• Ability to effectively use MS Word, Excel, and other customized software
• Ability to work independently, multi-task, and manage a progressive workload in a fast-paced environment
• Ability to identify and react swiftly to issues that may arise
• Excellent written, oral and presentation skills
• Ability to tackle complex issues and develop innovative and practical solutions
• Proficient with Microsoft Office;
  Word, PowerPoint, and Excel

Job Requirements:

• Bachelor’s Degree or equivalent work experience in lieu of degree
• Master Technician Certification or equivalent experience in lieu of certification
• 2+ years of automotive experience
• Dealership fixed operations experience preferred
• Valid Driver’s License to complete daily dealership visits
• Occasional travel required

San Fran Candidates only: Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Los Angeles Candidates only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.

Unincorporated Los Angeles County Candidates Only: Qualified…