Stellantis

Service Lane Process Manager

Stellantis • $98K — $147K *
Los Angeles, CA 90011In-Person
Manufacturing & Automotive
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree
  • 8+ years in high-volume automotive retail with fixed operations expertise
  • Expert understanding of the Service Drive Process
  • Proficient in major Dealer Management Systems (DMS) and digital inspection tools
  • Analytical skills to interpret KPIs
  • Strong facilitation skills for workshops and on-the-job coaching

Responsibilities

  • Optimize vehicle workflow to minimize customer wait times
  • Train staff on key service lane processes including greeting and delivery phases
  • Coach teams on using digital tools for inspections and check-ins
  • Develop standardized scripts for consistent customer service
  • Collaborate with Parts and Service departments for cohesive operations
  • Provide real-time coaching on customer interaction skills

Benefits

  • Comprehensive training programs
  • Collaboration with multiple departments for synergy
  • Focus on customer satisfaction and experience
  • Opportunities for skill development and mastery
  • Dynamic work environment within a high-volume setting
Full Job Description
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

SALARY: $98,600-147,800, pay will depend on several factors including experience and location of position

Basic 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, 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.

About Stellantis

Stellantis is a multinational automotive manufacturer formed in 2021 by the merger of Fiat Chrysler Automobiles and Groupe PSA. The company designs, produces, and sells a wide range of vehicles under various brands, including Alfa Romeo, Chrysler, Citroen, Dodge, DS Automobiles, Fiat, Jeep, Lancia, Maserati, Opel, Peugeot, Ram, and Vauxhall. Stellantis operates in over 130 countries and has 14 brands in its portfolio. The company is committed to sustainable mobility and has set ambitious targets for reducing its carbon footprint and increasing the share of electric vehicles in its sales.
Learn more about Stellantis
Size
400,000 employees
Market Cap
$44.9 billion
Industry
Manufacturing & Automotive
* Ladders Estimates

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