The Service Drive Process Trainer standardizes the "road-to-the-sale" within the service lane. They ensure that valets, porters, greeters, and advisors operate as a cohesive unit, following proven protocols to eliminate bottlenecks and provide a premium customer experience.
Location
Southern New England
Key Responsibilities
- Workflow Optimization: Map and refine the physical movement of vehicles on the drive to ensure no customer is left waiting and the lane remains clear for incoming traffic.
- Service Lane Protocol Training: Instruct staff on the "11 key processes," including proper meeting and greeting, vehicle walk-arounds, and the "active delivery" phase.
- Digital Integration Coaching: Train teams on the seamless use of iPads or mobile devices for digital multi-point inspections (MPIs), photo documentation, and electronic check-ins.
- Standardized "Word Tracks": Develop and implement scripts for greeters and advisors to ensure every customer receives a consistent, high-value presentation of services.
- Fixed Operations Support: Collaborate with the Parts and Service departments to ensure the "back-counter" and shop floor are in sync with promises made on the service drive.
- Customer Interaction Oversight: Observe live interactions on the drive to provide real-time coaching on soft skills like empathy and conflict resolution.
Success Metrics (KPIs)
The effectiveness of this role is measured by improvements in:
- Lane Efficiency: Reduction in the time from vehicle arrival to repair order (RO) creation.
- MPI Performance: Increase in the percentage of vehicles receiving a full digital multi-point inspection.
- Average Repair Order (ARO): Higher dollar value per customer visit through better process-driven presentations.
- Net Promoter Score (NPS): Enhanced customer loyalty and satisfaction scores directly tied to the service drive experience
Requirements:
Basic Qualifications:
- Bachelor's Degree
- Minimum of 8 years in high-volume automotive retail, with deep knowledge of fixed operations and service department management.
- Bachelors Degree
- Process Mastery: Expert-level understanding of the Service Drive Process, including scheduling, intake workflows, dispatching, and quality control.
- Software Proficiency: Hands-on experience with major Dealer Management Systems (DMS) and digital inspection tools (e.g., wiADVISOR, X-Time, etc.).
- Analytical Ability: Skill in interpreting KPIs like Effective Labor Rate (ELR), Average Repair Order (ARO), and First-Time Fix Rate to pinpoint training needs.
- Facilitation Skills: Strong ability to conduct both classroom-style workshops and hands-on "on-the-drive" coaching sessions.
- Ability to work out of the Southern New England area
Stellantis is pleased to provide the following benefits and perks, combined with annual compensation, in creating your Total Rewards package:
- Comprehensive Health & Well-being Coverages: Medical, dental, vision, and prescription drug coverages starting day one.
- Paid Time Away from Work: Including holidays, vacation, Float/Wellbeing Days, and parental leave.
- 401(k) plan with company match and contribution
- Disability, Life, and other included/voluntary Insurance Programs
- Company Vehicle Lease Programs with eligibility for you and your immediate family. Annual leases include insurance, maintenance, and unlimited mileage. Also, discounts on Stellantis products.
- Family Building Benefit including fertility treatments, adoption services, and gestational surrogacy.
- Tuition Reimbursement, Student Loan Refinancing programs, paid volunteerism hours, and much more
SALARY: $98,600-147,800, pay will depend on several factors including experience and location of position
