Service Lane Technology Consultant

1 month ago

San Francisco, United States MSX International Full time

Job Title: Service Lane Technology Consultant

Work Location: Remote, Client based in Fountain Valley, CA

Who We Are:

We are MSX International - a leading, global provider of technology-enabled business process outsourcing (BPO) services to automotive manufacturers. For more than 25 years, MSX International has worked closely with vehicle manufacturers around the world. 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 cost, while enhancing operational efficiency and customer satisfaction. Our goal is to help our customers reach their full potential and to excel as their global partner of choice.
Provides support in generating reports and dashboards to troubleshoot utilization issues and perform audits on the dealer SLT configurations for ease of use by the dealer and the customer. Identifies and improves current service strategies/procedures with dealerships personnel to further increase Dealer profitability, customer satisfaction, and customer service retention.

Day to Day Responsibilities

  • Generate reports and dashboards related to all Service Lane Technologies
  • Support SLT, DPSM and Dealer personnel to find more efficient processes/best practices/features/benefits/available KPIs/as inquires are received in:
  • Service Lane & Service Bay Technology
  • Service Appointment Website Application
  • Deferred Service Work Follow-Up Process
  • Assist with training the DPSM to review Key Performance Indicators with Dealer management in:
  • Total work identified during inspections, Total work sold on day, Average work sole per MPI
  • Time in section, total sold on follow-up, new supplier on-boarding
  • Assist with region support materials (ex.DPSM flashcards) as the new suppliers are On-boarded
  • New supplier features and KPI's
  • Assist with training materials for SLT web training
  • Monitor for integration issues and work as a liason between the Supplier, HMA, and Dealer body
  • Assist with data validation and onboarding new data elements from dealer based systems
  • Perform data analysis and create data visualizations to help communicate insights from large amounts of dealer data
  • Use SQL queries to pull custom ad hoc data requests from management
  • Share best practices, ideas, success stories, and analysis techniques during individual Dealer contacts and district workshops
  • Other duties as assigned from time to time by the Client and/or MSXI Account Manager
What you bring
  • Knowledge Retention - In order to provide the highest quality support to customers, employees must be able to learn and memorize a large amount of information.
  • Detail Oriented - the employee must be able to focus on the details of the conversation narrative in order to identify and isolate the real issue.
  • Organizational skills - Must be able to handle multiple tasks at once while attending to the customer's needs
  • Flexbility - The employee must be able to provide assistance to various types of customers. They must have the ability to focus on the analytical issues, provide solutions while maintaining a professional demeanor at all times and be open to change and to considerable variety in the workplace.
  • Friendly - Project a warm and friendly image, consistently maintain a positive demeanor
  • Customer service focused - The employee must have the ability to stay calm in difficult situations. The employee must be able to gain and maintain control of customer conservations while providing world class customer service.
  • Speed - The employee must be fast and efficient. Must be able to work quickly wihout sacrificing the quaility of their work.
  • Solutions oriented - The employee must be able to find workable solutions for any problems they might face.
  • High school diploma or General Equivalency Diploma (GED) is required
  • Bachelor's degree in automotive engineering, mechanical engineering, computer science, software engineering, information technology, or a similar field of study or equivalent experience is a requirement
  • Familarity with the follwowing programs: SQL, Tableau, Alteryx, Python, AS400 is highly preferred
  • Cerfitied Professional Technical Communicator (CPTC) by the Society for Technical Communications (STC) is highly preferred
  • Computer coding and technical writing skills are highly preferred
  • Worked in an automotive/dealership service/fixed operations environment for minimum of 1-2 years is preferred
  • Working experience with automotive dealership operations processes, dealer management systems or similiar business is highl preferred
  • Knowledge and operation of service tools currently being utilized in dealerships today. Examples of tools include electronic inspection systems, web-based appointment schedulers, and tablet based write up applications is preferred.
  • Computer literacy, expecially Microsoft Excel, Word, PowerPoint, Teams and Outlook is required
  • The candidate must possess a valid driver's license and clean driving record
  • Full professional proficiency in English is required
  • Minimum professional proficiency in Spanish is preferred
Physical Demands
  • While performing the duties of this job, the employee is regularly required to:
    • Call, video, email, message and communicate with co-workers
    • Carry sizeable amounts of paper documents and materials
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment
  • Hybrid work environment
  • Remote work environment (estimated 80%)
  • On-site, client-based office environemnt is usually moderate
  • Monday - Friday; one (1) shifts available to cover west coast tasks, with supplier and supervision coverage as follows:
  • 8:00am PST to 5:00pm PST


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.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets, experience and training, and other business and organizational needs. The disclosed range estimate may not have been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At MSXI, it is not typical for an individual to be hired at the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $28.00 to $31.00 hourly based on current experience.

Apply Now

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