Dealer Service Performance Manager

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement. With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

The Nissan Growth Accelerate Sustain 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 Growth Accelerate Sustain Dealer Performance Manager reports to the Nissan Growth Accelerate Sustain 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 detailed recap reports, action plans, 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:

· 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.

· Ability to lift and carry items up to 25 pounds.

Additional Requirements:

· 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 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.