Lead 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 Lead Automotive TA will serve as an in-field Team Lead and will provide direction and assistance to other TA resources. Along with the Automotive TA, the Lead Automotive TA will act as a direct liaison between the dealerships and the OEM within their assigned program. The Lead Automotive TA will have a special focus on buyback reductions including repeat repairs/visits, repair time, and Fixed First Visit.

Essential Job Functions:

• Facilitate technical training for the assigned Automotive Technical Advisors
• Provide assistance to the assigned Automotive Technical Advisors to satisfy and exceed program goals and objectives
• Ensure and promote strong relationships with the field team and program leadership to ensure communication continuity and adoption of all directives
• Ensure employee satisfaction through progressive employee engagement
• Interview and hire high quality full time and part time employees
• Manage attrition through key performance indicators
• Manage performance in territory to achieve all objectives
• 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

Required Knowledge, Skills, and Abilities:

• Demonstrated leadership, motivational and influencing skills
• 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…