Service Contracts Specialist

Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of:
Sales Performance;
Repair Optimization and Compliance;
Parts and Accessories Sales Performance; and Consumer Engagement.

With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

The purpose of the role is to ensure that all Contracts characteristics, systems and processes meet the requirements of the Brands in order to deliver the commercial objectives for service contracts in terms of volume, profitability and customer retention. In addition, the Service Contracts Specialist will be responsible for:

• Manage the service contracts systems in the UK to ensure integrity of information within, as it is essential to the sales of service contracts and achievement of commercial objectives
• Manage tactical offers and special promotions with the brands to ensure revenue and margin objectives, whilst still being competitive. Provide insight and feedback to support this activity
• Provide day to day support and resolution to internal departments, Retailer networks, banking partners and leasing partners for all contract and extended warranty queries
• Using insight and market intelligence, calculate, define and propose changes to contract pricing and product in order to ensure competitiveness, influence sales and optimise margins
• Ensure regular and consistent distribution of monthly management reporting to customers, both internal and external
• Evaluate contract sales and penetration levels to enable the identification of opportunities and concerns. Subsequently, define solutions and costings to the required deadlines
• Using system knowledge, contract sales performance and market intelligence, support the development of new product offerings in order to optimise sales opportunities and increase margins and sales.
• Growth in Service Contract Profitability, Volumes & % Penetration of Vehicle Sales across all Stellantis Brands
• Improvement in Aftersales Customer Satisfaction and customer retention
• Growth of parts revenue and margin across all parts ranges
• Improvement in workshop metrics - absorption, efficiency utilisation, parts sold per repair order
• Improvement of Retailer engagement in Workshop Programmes
• Support the groups ambitions and objectives for electrification

• Business & Results focused
• Customer focused approach
• Ability to manage and analyse complex data
• Creative with an ability to find innovative solutions
• Ability to work on own initiative and collaborate with internal departments, suppliers and retailers as required
• Confident in communication with people of all levels

• Knowledge of service contracts and extended warranty systems and processes
• Knowledge of Marketing tools & CRM processes
• Knowledge of the Aftermarket activity and structure
• Understanding of aftersales and workshop systems and processes
• Good knowledge of OEM Service programmes and activity
• Experience of project management

• Organization:
  Keeps track of projects, tasks and important information;
  Meets deadlines and carries out duties efficiently and effectively.
• Time Management:
  Efficiently manages schedules and deadlines, while remaining flexible to short‑notice or ad‑hoc requests from senior management. Efficiently plans and organizes tasks while working independently. Manages multiple priorities, and delivers results on time.
• Communication:
  Has strong verbal and written communication skills to convey ideas and strategies;
  Updates clearly to both internal teams and external stakeholders.
• Computer Literacy:
  Can operate within the full Microsoft Office application, including PowerPoint, Word, and Excel.
• Self‑Motivated: A self‑starter; seeks feedback on ways to increase performance; takes advantage of opportunities to build new skills and capabilities.
• Strong Analytic
  
  Skills:
  
  Collects, interprets, and analyzes data to extract valuable insights and trends. Measures effectiveness and makes data‑driven recommendations for improvement.

• Up to £45,000 per year
• 25 days annual leave per year
• Cash back health care scheme
• Life Assurance

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.