Dealer Service Performance Manager

Dealer Service Performance Manager

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.

The Nissan Platinum Service Dealer Performance Manager is responsible for introducing dealer process improvements focused on convenience, capacity, and pricing. This role involves developing and maintaining direct relationships with assigned dealers and OEM field organizations where applicable. The Nissan Platinum Service Dealer Performance Manager reports to the Nissan Platinum Service Regional Performance Manager.

Day-to-Day Responsibilities :

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 Microsoft Teams 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 : Implement best practice processes within dealership service operations, 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, weekly timecards and weekly expense reports.

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 3 years of experience in dealership operations, process improvement, or a related field.

Skills :

• Strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proficiency in using virtual communication tools (e.g., Microsoft Teams).
• Ability to work independently and manage multiple tasks effectively.
• Ability to leverage relationships to identify and sell the business case for change.
• Analyzing data from dealer financials and operational assessments to establish improvement action plans.
• Implementation of service advisor selling systems and overall process improvement solutions at the aftermarket or retail level.
• Ability to understand, establish, and implement effective metrics to keep dealerships focused on growth and ROI.

Physical Requirements :

Additional Requirements :

Travel Requirements : The Coach must be available and willing to travel 80% 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.