Job Description

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

Eastern PA / North Jersey area

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

Qualifications

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 Eastern PA / North Jersey 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