Field Tech Advisor

The Field Tech Advisor at MSX International plays a pivotal role in bridging the gap between dealerships and the OEM, focusing on crucial tasks such as providing technical assistance, analyzing repair processes, and reducing buybacks in key markets. This position is responsible for working on STAR escalations, offering consultation on repair documentation, and improving customer experiences by enhancing service performance.

Candidates for the Field Tech Advisor role at MSX International should possess at least 5 years of automotive experience, ideally accompanied by a Master Technician Certification or equivalent. A minimum of a high school diploma is required, along with strong communication skills, the ability to travel, and proficiency in using software tools such as MS Word and Excel.

As a Field Tech Advisor at MSX International, you can expect a hybrid work environment that balances both office and fieldwork. This setup allows for flexibility while ensuring you can provide on-ground support to dealerships, analyze repair processes, and maintain customer relations effectively.

MSX International is committed to employee development, offering various training programs and exposure to the latest automotive technologies. This role presents significant opportunities for career advancement as you develop specialized skills and insights within the automotive industry.

MSX International values its employees and provides comprehensive support, including health insurance, a 401k savings plan, and paid time off. The company fosters a collaborative environment that encourages personal and professional growth tailored to the ambitious Field Tech Advisor.

When answering this question, reflect on specific scenarios where you successfully identified and resolved technical issues in vehicles. Highlight any tools or methodologies you used to diagnose problems and the impact your solutions had on customer satisfaction.

To handle multiple requests, illustrate your organizational skills by explaining how you assess urgency and importance. Mention techniques like creating a task list or using software tools, and always stress the importance of clear communication with dealers to manage expectations.

Discuss your approach to leading and motivating teams. Emphasize your ability to recognize achievements and implement training programs, as well as fostering an environment that encourages continuous improvement and collaboration among service personnel.

Emphasize your commitment to professional development by mentioning specific resources like industry journals, online courses, or networking events. Discuss any certifications or training you've recently completed, showcasing your proactive approach to staying informed.

Provide examples of how you've utilized data analysis in past roles. Describe the type of data you collected, the analysis process, and how you translated findings into actionable strategies that resulted in improved service efficiencies or customer satisfaction.

Share a specific instance where a customer was upset or faced an issue. Outline the steps you took to listen actively, address their concerns, and provide a satisfactory solution. Emphasize your ability to remain calm and professional under pressure.

Explain your preferred communication methods, such as regular check-in meetings, email updates, or using messaging apps. Reflect on how you tailor your communication style based on the audience, ensuring clarity and understanding.

Discuss your positive attitude towards feedback and view it as an opportunity for growth. Explain how you actively seek input from dealership personnel, analyze their suggestions, and implement changes where feasible, fostering an environment of collaboration.

Reflect on strategies that prioritize customer satisfaction, such as clear communication regarding service timelines, providing transparent updates, and ensuring the quality of the repairs. Highlight your commitment to creating positive customer interactions.

Share your passion for mentorship by discussing how you create tailored training programs that align with the needs of new hires. Highlight the importance of hands-on training and consistent feedback to support their onboarding process.