Service Lane Process Manager - Jersey City, NJ

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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

Southern New England

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

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 Southern New England area

Full-time

At Stellantis, we assess candidates based on qualifications, merit, and business needs. We welcome applications from all people without regard to sex, age, ethnicity, nationality, religion, sexual orientation, disability, or any characteristic protected by law. We believe that diverse teams reflect our identity as a global company, enabling us to better address the evolving needs of our customers and care for our future.