Lead Automotive Technical Advisor

MarketSource Inc., an Allegis Group Company, develops and delivers innovative managed sales solutions for enterprise customers. MarketSource provides the unique skills and expertise to integrate brand-centric managed sales programs in the Automotive, Information Technology, Telecommunications, and Manufacturing industries in Business-to-Business (B2B) and Retail models.
Founded in 1975, MarketSource, Inc. became a subsidiary of Allegis Group, Inc. in 2004. Our Company’s culture centers on our core values: Open Communication, Relationships, Serving Others, and Work Ethic. MarketSource clients rely on the innovative managed sales solutions that our vertical-specific, subject matter experts develop and deliver. Our team members thrive in a welcoming atmosphere of diversity, inclusion, and exemplary corporate practices.

Summary

The Lead Automotive TA will serve as an in-field Team Lead and will provide direction and assistance to other TA resources. Along with the Automotive TA, the Lead Automotive TA will act as a direct liaison between the dealerships and the OEM within their assigned program. The Lead Automotive TA will have a special focus on buyback reductions including repeat repairs/visits, repair time, and Fixed First Visit.

Essential Job Functions:Facilitate technical training for the assigned Automotive Technical AdvisorsProvide assistance to the assigned Automotive Technical Advisors to satisfy and exceed program goals and objectivesProvide technical assistance and fixed operations consultation to our dealer service personnel, fleet, and commercial customersMotivate and lead dealer service personnel to higher levels of service and parts performance consistent with corporate and industry directionInitiate resolutions on current unresolved issues in support of dealer’s efforts to maximize their competitiveness in the marketplace while improving customer retention and loyaltyAnalyze and make suggestions relating to repair shop process improvements and offering a proactive business planning with a focus on the customerManage STAR escalations- high buyback risk vehicles as identified by the BuyBack Triage AgentsProvide phone and in-dealership technical assistanceProvide dealership consultation on the following: repair order documentation, repair service agreements and facilities inspectionsTroubleshoot and solve final repair attempt situations Identify repair shop process improvements and proactive business planning with a focus on the customerRepresent the OEM as a subject matter expert (litigation/buybacks); CAIR updates needed for each involvement with additional systems as directed by the OEMProvide support for C.A.G./engineering- providing on ground request supportOversee Recall and Required Service Updates (RSU) follow-up and reductionEstablish yourself as a quality feedback liaisonRequired Knowledge, Skills, and Abilities:Demonstrated leadership, motivational and influencing skillsHighly motivated, adaptive, and autonomous with the ability to deliver resultsEntrepreneurial individual with a history of leadership and achievementExcel in building positive working relationships, cost assessment and conflict resolutionUnderstanding of automotive dealership fixed operationsAbility to travel to dealerships within a designated areaAbility to communicate technical information to all levels within both the client and the dealershipsAbility to analyze data and create custom reportsAbility to effectively use MS Word, Excel, and other customized softwareAbility to work independently, multi-task, and manage a progressive workload in a fast-paced environmentAbility to identify and react swiftly to issues that may ariseExcellent written, oral and presentation skillsAbility to tackle complex issues and develop innovative and practical solutionsProficient with Microsoft Office; Work, PowerPoint, and Excel Job Requirements:Bachelor’s Degree or equivalent work experience in lieu of degreeMaster Technician Certification or equivalent experience in lieu of certification4 years of automotive experienceDealership fixed operations experience as a Fixed Operations Director/Parts Service Manager or equivalent OEM experience preferredPrior leadership experience with remote employees preferred75% travel; 2-3 weeks per month