What are the responsibilities and job description for the Regional Service Performance Manager - Boston/New York/Philadelphia position at MSX International?
Company 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
The Nissan Platinum Service Regional Performance Manager is responsible for overseeing the implementation of dealer process improvements across multiple dealerships within a designated region. This role involves managing a team of Dealer Service Performance Managers, ensuring the successful execution of operational assessments, action plans, and maintaining strong relationships with OEM field organizations. The Nissan Platinum Service Performance Manager reports to the Nissan Platinum Service Program Manager.
Responsibilities
Team Leadership: Supervise and support a team of Nissan Platinum Service Performance Managers, providing guidance, training, and performance evaluations.
Conduct Assessment Visits: Perform an initial assessment of dealership fixed operations processes. Record baseline key performance indicators and develop action plans in collaboration with dealership Executive, Service, and Parts management to address growth opportunities.
Installation Visits: Introduce initial process changes and conduct training sessions for dealership employees. Review all coaching progress with Executive, Service, and Parts management after implementation and provide information to allow them to reinforce the updated processes.
Growth Visits: Conduct follow-up visits to ensure process changes are effectively integrated, train new employees, improve existing processes, and introduce best practices. Continue to review progression or recession with Executive, Service, and Parts management and develop continuous improvement action plans
Virtual Support Visits: Provide additional support through review of key performance indicators and follow-up on action plans through phone or virtually between on-site visits. Continue to review progression or recession with Executive, Service, and Parts management and develop continuous improvement action plan
Communication: Maintain regular communication with Executive, Service, and Parts management teams to ensure the successful implementation of action plans and address any issues that arise.
Documentation: Prepare detailed reports and documentation for each visit, outlining observations, action plans, and progress.
Continuous Improvement: Identify opportunities for continuous improvement and provide recommendations to enhance dealership operations.
Action Plan Completion: Ensure timely and comprehensive completion of dealer action plans within 3 business days of completion visit and deliver electronically to all dealership management personnel.
Best Practice Implementation: Gather and share best practice processes with team. Ensure Nissan Platinum Service Dealer Performance Managers share dealership service operations best practices, including customer appointments, reception/greeting, parts inventory management, parts procurement efficiencies, repair processes, productivity and efficiency, quality control, invoice preparation, customer vehicle delivery, and follow-up calls after repairs.
OEM Contact: Maintain adequate contact with OEM regional personnel by conducting regularly scheduled initiative review meetings as well as ad-hoc meetings if concerns arise.
Reporting: Submit monthly field detail reports, submit and approve weekly timecards and weekly expense reports.
Qualifications
Qualified candidates must be highly motivated, self-starters who possess excellent customer relationship, communication, and facilitation skills, with a high degree of interest in working in a field environment with minimal supervision.
Experience: Minimum of 5 years of experience in dealership operations, process improvement, or a related field, with at least 2 years in a supervisory role.
Skills
Travel Requirements: The Team Lead must be available and willing to travel 60% of the time.
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.
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
The Nissan Platinum Service Regional Performance Manager is responsible for overseeing the implementation of dealer process improvements across multiple dealerships within a designated region. This role involves managing a team of Dealer Service Performance Managers, ensuring the successful execution of operational assessments, action plans, and maintaining strong relationships with OEM field organizations. The Nissan Platinum Service Performance Manager reports to the Nissan Platinum Service Program Manager.
Responsibilities
Team Leadership: Supervise and support a team of Nissan Platinum Service Performance Managers, providing guidance, training, and performance evaluations.
Conduct Assessment Visits: Perform an initial assessment of dealership fixed operations processes. Record baseline key performance indicators and develop action plans in collaboration with dealership Executive, Service, and Parts management to address growth opportunities.
Installation Visits: Introduce initial process changes and conduct training sessions for dealership employees. Review all coaching progress with Executive, Service, and Parts management after implementation and provide information to allow them to reinforce the updated processes.
Growth Visits: Conduct follow-up visits to ensure process changes are effectively integrated, train new employees, improve existing processes, and introduce best practices. Continue to review progression or recession with Executive, Service, and Parts management and develop continuous improvement action plans
Virtual Support Visits: Provide additional support through review of key performance indicators and follow-up on action plans through phone or virtually between on-site visits. Continue to review progression or recession with Executive, Service, and Parts management and develop continuous improvement action plan
Communication: Maintain regular communication with Executive, Service, and Parts management teams to ensure the successful implementation of action plans and address any issues that arise.
Documentation: Prepare detailed reports and documentation for each visit, outlining observations, action plans, and progress.
Continuous Improvement: Identify opportunities for continuous improvement and provide recommendations to enhance dealership operations.
Action Plan Completion: Ensure timely and comprehensive completion of dealer action plans within 3 business days of completion visit and deliver electronically to all dealership management personnel.
Best Practice Implementation: Gather and share best practice processes with team. Ensure Nissan Platinum Service Dealer Performance Managers share dealership service operations best practices, including customer appointments, reception/greeting, parts inventory management, parts procurement efficiencies, repair processes, productivity and efficiency, quality control, invoice preparation, customer vehicle delivery, and follow-up calls after repairs.
OEM Contact: Maintain adequate contact with OEM regional personnel by conducting regularly scheduled initiative review meetings as well as ad-hoc meetings if concerns arise.
Reporting: Submit monthly field detail reports, submit and approve weekly timecards and weekly expense reports.
Qualifications
Qualified candidates must be highly motivated, self-starters who possess excellent customer relationship, communication, and facilitation skills, with a high degree of interest in working in a field environment with minimal supervision.
Experience: Minimum of 5 years of experience in dealership operations, process improvement, or a related field, with at least 2 years in a supervisory role.
Skills
- Strong leadership and team management abilities.
- Excellent strategic planning and organizational skills.
- Strong analytical and problem-solving abilities.
- Ability to create and deliver compelling sales presentations to secure enrollment
- Excellent communication and interpersonal skills.
- Proficiency in using virtual communication tools (e.g., Zoom).
- Ability to work independently and manage multiple tasks effectively.
- Analyzing data from dealer financials and operational assessments to establish improvement action plans.
- Ability to drive for extended periods and travel to various dealership locations.
- Capability to walk and stand for long periods, including navigating uneven terrain and stairs.
- Valid driver's license and reliable transportation.
- Flexibility to travel frequently and work outside regular business hours as needed.
- Demonstrated proficiency with PC applications in a Windows environment.
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Travel Requirements: The Team Lead must be available and willing to travel 60% of the time.
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.
