Lead Field Service Consultant

MarketSource is a sales acceleration company focused on delivering better outcomes for many of the worlds most iconic brands. We design operationalize and execute managed sales and customer experience solutions for companies in B2B and B2C environments.

Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first working together to make others successful and establishing a rich and empowered work culture we create opportunities for our people and the businesses we serve to be successful.

Summary

The Lead Automotive TA will serve as an in-field Team Lead and will provide direction and assistance to other TA 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 Advisors
• Provide assistance to the assigned Automotive Technical Advisors to satisfy and exceed program goals and objectives
• Ensure and promote strong relationships with the field team and program leadership to ensure communication continuity and adoption of all directives
• Ensure employee satisfaction through progressive employee engagement
• Interview and hire high quality full time and part time employees
• Manage attrition through key performance indicators
• Manage performance in territory to achieve all objectives
• Provide technical assistance and fixed operations consultation to our dealer service personnel fleet and commercial customers
• Motivate and lead dealer service personnel to higher levels of service and parts performance consistent with corporate and industry direction
• Initiate resolutions on current unresolved issues in support of dealers efforts to maximize their competitiveness in the marketplace while improving customer retention and loyalty
• Analyze and make suggestions relating to repair shop process improvements and offering a proactive business planning with a focus on the customer
• Manage STAR escalations- high buyback risk vehicles as identified in SalesForce
• Provide in-dealership technical assistance
• Provide dealership consultation on the following: repair order documentation repair service agreements and facilities inspections
• Troubleshoot and solve final repair attempt situations
• Identify repair shop process improvements and proactive business planning with a focus on the customer
• Represent the OEM as a subject matter expert (litigation/buybacks); CAIR updates needed for each involvement with additional systems as directed by the OEM
• Provide support for C.A.G./engineering- providing on ground request support
• Oversee Recall and Required Service Updates (RSU) follow-up and reduction
• Establish yourself as a quality feedback liaison

Required Knowledge Skills and Abilities:

• Demonstrated leadership motivational and influencing skills
• Highly motivated adaptive and autonomous with the ability to deliver results
• Entrepreneurial individual with a history of leadership and achievement
• Excel in building positive working relationships cost assessment and conflict resolution
• Understanding of automotive dealership fixed operations
• Ability to travel to dealerships within a designated area
• Ability to communicate technical information to all levels within both the client and the dealerships
• Ability to analyze data and create custom reports
• Ability to effectively use MS Word Excel and other customized software
• Ability to work independently multi-task and manage a progressive workload in a fast-paced environment
• Ability to identify and react swiftly to issues that may arise
• Excellent written oral and presentation skills
• Ability to tackle complex issues and develop innovative and practical solutions
• Proficient with Microsoft Office; Work PowerPoint and Excel

Job Requirements:

• Bachelors Degree or equivalent work experience in lieu of degree
• Master Technician Certification or equivalent experience in lieu of certification
• 4 years of automotive experience
• Dealership fixed operations experience as a Fixed Operations Director/Parts Service Manager or equivalent OEM experience preferred
• Prior leadership experience with remote employees preferred
• Up to 75% travel; 2-3 weeks per month
• Valid Drivers License to complete daily dealership visits

MarketSource is an Equal Opportunity Employer and will consider all applications without regards to race sex age color religion national origin veteran status disability sexual orientation gender identity genetic information or any characteristic protected by law. If you would like to request reasonable accommodation such as the modification or adjustment of the job application process or interviewing process due to a disability please call or email

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections plan or program terms. This role may be eligible for the following:

• Medical dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO Vacation or Sick Leave)

San Fran Candidates only: Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.

Los Angeles Candidates only: We will consider for employment all qualified applicants including those with criminal histories in a manner consistent with the requirements of applicable state and local laws including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance.

Unincorporated Los Angeles County Candidates Only: Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Where applicable in accordance with the Los Angeles County Fair Chance Ordinance for Employers Candidates must satisfy all pre-employment screening criteria and may be disqualified due to criminal history because the requirements of this position as outlined above may include: access to valuable company assets; exercise of good judgment and performance of duties safely under work conditions that may be stressful including under supervision of client; access to sensitive personal or financial information; and/or access to objects that may be used to inflict injury or harm to others.