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.
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
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
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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