Service Drive Process Coach

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

Job summary

Stellantis NV seeks a Service Drive Process Trainer to standardize the road-to-the-sale within the service lane and coach staff for premium customer experiences in a high-volume automotive retail setting.

You will optimize vehicle flow, train on 11 key processes, and coach staff on soft skills, MPI use, and digital inspections to lift efficiency and NPS. This full-time role reports to Service Operations.

Qualifications

• Bachelor's degree.
• Minimum of 8 years in high-volume automotive retail, with deep knowledge of fixed operations and service department management.
• 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).
• Analytical Ability: Skill in interpreting KPIs like ELR, 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.

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.

Skills

Facilitation

Analytical ability

Process mastery

Education

Bachelor's degree

Tools

wiADVISOR

X-Time

Job description

Stellantis NV seeks a Service Drive Process Trainer to standardize the road-to-the-sale within the service lane and coach staff for premium customer experiences in a high-volume automotive retail setting.

You will optimize vehicle flow, train on 11 key processes, and coach staff on soft skills, MPI use, and digital inspections to lift efficiency and NPS. This full-time role reports to Service Operations.