Service Drive Process Coach: Elevate Customer Experience

Stellantis Financial Services; Redding, Northern (CA, KY); Hybrid; USD 99,000 - 148,000; Full time

Job summary

Stellantis Financial Services seeks a Service Drive Process Trainer to standardize the road-to-the-sale within the service lane. You will ensure valets, porters, greeters, and advisors operate as a cohesive unit with proven protocols to deliver a premium customer experience.

You will map vehicle flow, train on the 11 key processes, coach digital MPIs and ensure standardized word tracks across the team, aligning service drive promises with parts and shop operations.

Qualifications

• Bachelor's degree required.
• Minimum 8 years in high-volume automotive retail with service operations knowledge.
• Expert-level understanding of Service Drive Process including scheduling, intake workflows, dispatching, and quality control.
• Hands-on experience with major Dealer Management Systems (DMS) and digital inspection tools.

Responsibilities

• Map and refine vehicle flow in the drive to eliminate bottlenecks.
• Instruct staff on the 11 key service drive processes and active delivery phase.
• Coach teams on using iPads/mobile devices for MPIs, photo docs, and check-ins.

Skills

Process Mastery

Facilitation Skills

Analytical Ability

Education

Bachelor's degree

Tools

wiADVISOR

X-Time

DMS software

Job description

Stellantis Financial Services seeks a Service Drive Process Trainer to standardize the road-to-the-sale within the service lane. You will ensure valets, porters, greeters, and advisors operate as a cohesive unit with proven protocols to deliver a premium customer experience.

You will map vehicle flow, train on the 11 key processes, coach digital MPIs and ensure standardized word tracks across the team, aligning service drive promises with parts and shop operations.