Service Operations Sr. Field Consultant

Overview

Who we are

Collaborative. Respectful. A place to dream and do. These are just a few words that describe what life is like at Toyota. As one of the world’s most admired brands, Toyota is growing and leading the future of mobility through innovative, high-quality solutions designed to enhance lives and delight those we serve. We’re looking for talented team members who want to Dream. Do. Grow. with us.

To save time applying, Toyota does not offer sponsorship of job applicants for employment-based visas or any other work authorization for this position at this time. 

Who we’re looking for

Toyota’s Guest Experience and Retention Department is looking for a passionate and highly motivated Service Operations Sr. Field Consultant.

The primary responsibility of this role is to support the efforts of the Toyota Motor North America (TMNA) Fixed Operations field organization in the growth of dealership service and parts business and continuous improvement of the Toyota customer dealership service experience.

Reporting to the Manager – Toyota Guest Experience, the person in this role will support the Guest Experience & Retention department's objectives as they relate to the Toyota field organization’s current and future goals for their dealerships.

What you’ll be doing:

• Support the growth of Toyota dealership service and parts business primarily working with all levels of regional personnel with consulting, data analysis, program management, creation of support activities through a variety of methods such as data analytics, ad-hoc reporting, training and vendor support
• Support effort to achieve increased Parts Sales for assigned region/private distributors (PDs) through the introduction of processes and programs which generate additional opportunities for Customer Pay Repair Orders (CPRO) sales growth and higher parts penetration
• Provide service operations subject matter expertise to field offices, vendors and internal TMNA departments, including, Parts Sales, P&S Marketing, ToyotaCare, Toyota Complete Maintenance Care (TCMC), SmartPath, Retail Market Department (RMD), Operations Management Development Division (OMDD), Dealer Systems and others as requested
• Service operations strategic planning for future initiatives as they relate to improving the customer experience including, technology, service process improvements and dealer of future through transformation of today’s service lanes
• Assess dealership performance through KPIs, coordinate improvement efforts through continuous Kaizen and operational efficiencies and recommendations with assigned field offices
• Evaluate support from vendor for consistency with expectations and provide recommendations, data analytics and possible tools for necessary changes
• Budget oversight for assigned programs which includes requisition creation, billing and reconciliation qualifications

What you bring:

• A contribution to a culture of Respect for People and Continuous Improvement
• Understanding of automotive industry, specifically dealer operations, parts and service operations and the competitive marketplace
• In-dealership contact and related experience
• Understanding of Service and Parts business with ability to identify and solve problems through the development of effective business solutions
• Knowledge in Microsoft Office (i.e. Word, Excel, PowerPoint)
• Strong communication, teamwork and organizational skills
• Able to set goals, train and motivate others to drive improved performance results
• Ability to travel up to 50% to Toyota regional offices and dealerships

Added bonus if you have:

• Experience in Toyota retail or field organization or related experience
• Experience in sales or service-related operations
• Bachelor’s degree (or higher) in Business or related discipline, or equivalent work experience
• Knowledge and business insight of automotive aftermarket business
• Working knowledge of various dealer management systems (DMS) or dealer service provider (DSP) systems, service schedulers, etc.
• Experience in strategic planning for process improvement

What we’ll bring

During your interview process, our team can fill you in on all the details of our industry-leading benefits and career development opportunities. A few highlights include: 

• A work environment built on teamwork, flexibility and respect 
• Professional growth and development programs to help advance your career, as well as tuition reimbursement 
• Team Member Vehicle Purchase Discount 
• Toyota Team Member Lease Vehicle Program (if applicable)  
• Comprehensive hea