Stellantis is hiring a Service Lane Process Manager (Service Drive Process Trainer) to standardize and improve the end-to-end service drive workflow, ensuring valets, porters, greeters, and advisors operate smoothly together. You'll train teams on key service-lane processes, digital inspection tools, and customer-facing scripts while coaching live interactions to lift performance. The standout focus is measurable KPI improvement across lane efficiency, MPI completion, ARO, and NPS.
- Own and standardize service-lane processes
- Coach teams with live feedback
- Drive measurable KPI improvements
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.
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