Service Drive Excellence Coach

Stellantis; Redding (CA); On-site; USD 99,000 - 148,000; Full time

Job summary

Stellantis in Redding, California seeks a Service Drive Process Trainer to standardize the road-to-the-sale within the service lane. You will lead valet, porter, greeter, and advisor teams, implementing proven protocols to eliminate bottlenecks and deliver premium customer experiences.

The role focuses on workflow optimization, service lane training, digital inspection tools, and standardized word tracks, with performance measured by lane efficiency, MPI uptake, ARO value, and NPS scores.

Qualifications

• Minimum of 8 years in high-volume automotive retail roles with deep fixed operations knowledge.
• Expert understanding of the Service Drive Process, including scheduling, intake workflows, dispatching and quality control.
• Hands-on experience with major Dealer Management Systems (DMS) and digital inspection tools (wiADVISOR, X-Time).
• Strong ability to interpret KPIs like ELR, ARO, and First-Time Finish to target training needs.
• Strong facilitation skills to conduct classroom and on-the-drive coaching sessions.

Responsibilities

• Workflow Optimization: refine the drive to prevent bottlenecks and keep lanes clear.
• Service Lane Protocol Training: instruct on the 11 key processes including greeting, walk-arounds and active delivery.
• Digital Integration Coaching: train teams on iPads/mobile devices for MPIs, photo docs and check-ins.
• Standardized Word Tracks: develop scripts for greeters and advisors for consistent service presentation.
• Fixed Operations Support: align back-counter and shop floor with service-drive promises.
• Customer Interaction Oversight: observe and coach soft skills like empathy and conflict resolution.

Skills

Fixed operations management

Process mastery

Analytical ability

Facilitation skills

Tools

wiADVISOR

X-Time

DMS

Job description

Stellantis in Redding, California seeks a Service Drive Process Trainer to standardize the road-to-the-sale within the service lane. You will lead valet, porter, greeter, and advisor teams, implementing proven protocols to eliminate bottlenecks and deliver premium customer experiences.

The role focuses on workflow optimization, service lane training, digital inspection tools, and standardized word tracks, with performance measured by lane efficiency, MPI uptake, ARO value, and NPS scores.