Production Support Specialist

Job Description

Job Description

Company Description

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.

Job Description

The Customer Experience (CX) team delivers owner and user experiences that save time, improve lives, and create personal connections. We strive to build lifelong relationships and turn customers into brand advocates by ensuring they are treated like family.

The Production Support role is responsible for any issues received from the deployment of the Ford Service Reservation Plus program. You will have a laser focus on the customer perspective, utilizing everything in your playbook to ensure we deliver the best customer experience through all channels (Mobile App, Web, Fleet Telematics, In Vehicle Infotainment, etc). The Digital Experience you deliver will help build a Best-in-Class experience that allows customers to have their vehicles serviced on their own terms.

• Work as a bridge between the field teams and the product teams to help identify issues, work on resolution, and provide feedback to all parties.
• Issues can come in from various sources, some of which include : Dealership Personnel, Field Team, Product Teams, Site Reliability Team, etc.
• Continuously looking at processes for efficiencies and improvements that can be made in order to serve the dealers as fast as possible.
• Work closely with your Operations, Architecture and Integration teams resolve issues that have been submitted to the Production Support Team
• Work with Production Support, Site Reliability teams to understand issue that has been submitted and identify solutions.
• Be up to date on new features and releases in order to provide the best support possible to the clients.
• Act as the voice of the customer and dealer with all product analysts, product managers, senior leadership and development teams.
• Success looks like a clearly articulated solution to all submitted issues to all parties involved, including Product team, engineering team, design team, site reliability team, production support team, dealership personnel and field teams.
• Communicate the vision to all stakeholders.

Qualifications

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Additional Information

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.