Job Description

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 costs, 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. 

Job Description

• Resolve operational issues with the Field Operations Support Specialist (FOSS), including, but not limited to, the following: 

• Dealer performance 

• Regional Support and Communications 

• Adhere to all Quick Lane brand standards 

• Personnel Required Standards 

• Quick Lane Dealers’ Operating Standards, including safety and cleanliness. 

• Provide direct in-dealer training and mentoring for all FOSSs. 

• Provide ongoing in-store support and development training with FOSS personnel monthly. 

• Quick Lane processes and programs 

• Lead, develop, train, and coach 

• Ensure FOSS completes weekly administrative duties accurately and on time 

• Advance scheduling of visits (Outlook Calendars) 

• Action Plan creation and updates 

• STARS Training up to date 

• Copy Dealer Management and Regional Personnel in visit summaries 

• Create and deliver annual performance reviews for assigned FOSS 

• Develop personal growth and performance improvement plans 

• Deliver all Quick Lane & Quick Lane Express (QLE) performance objectives in the region 

• Analyze Quick Lane performance in your assigned region monthly and create action plans for underperforming Quick Lane locations 

• Function as the primary Quick Lane contact with the assigned Regional Management 

• Support the launch and handoff of newly opened Quick Lanes 

• Provide in-dealer QLE launch training 

• Make recommendations to senior management 

• Provide fill-in support for Quick Lane and QLE stores if the FOSS is TBD or off-duty 

• Conduct annual business plan meetings with Quick Lane stores 

• Develop plans to achieve dealer and regional objectives 

• Drive KPI performance in assigned regions 

• Personally provide in-store operational support for high-profile and struggling Quick Lanes 

• Assign FOSS to Quick Lane stores and drive performance 

• Review action plans for milestone completion and identify issues/opportunities 

• Request classroom critical skills training as needed within the region 

• Achieve consumer experience standards as prescribed by FCSD within the assigned regions 

• Support Quick Lane special projects and initiatives Basic

  Qualifications

   

Qualifications

• Bachelor’s degree (preferred but not required) 

• 4 to 5 years of professional experience with multi-store retail or operations management 

• Experienced in dealing with business owners of large and small operation 

• Excellent verbal and written communication skills 

• Tech-savvy with proficiency in Microsoft Office products 

• Knowledge and aptitude using and interpreting financial reports and data 

• Ability to problem-solve and execute changes that increase efficiencies and improve customer service 

• Excellent organizational skills, including prioritization and time management 

• Passionate and excited about building and sustaining relationships 

• Self-starter with a results-driven mindset 

Additional Information

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.

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