Service Lane Process Manager

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Search Results Service Lane Process Manager Job ID:

2016626

Career Area:

Sales & Marketing Position Type:

Salaried Location:

Great Lakes Business Center 48226 ,

US Date Posted:

April 7, 2026

Brand:

FCA Group Apply Refer A Friend Share this job Share on Facebook Share on Twitter Share on Linkedin Share by Mail https://recruiting.adp.com/srccar/public/RTI.home?r=5001188403306&c=2183219&d=ExternalCareerSite&rb=??? You are being redirected Once you are on the page, please click the refer button Job Overview Qualifications Benefits Job Overview 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

Qualifications Basic Qualifications :

Bachelors 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. Benefits Salaried Employee Benefits (US, Non-Represented) Health & Wellbeing Comprehensive coverages encompassing the Physical, Mental, Emotional, and overall Wellbeing of our employees, including short- and long-term disability. Compensation, Savings, and Retirement Annual Incentive Plan (SAIP), 401k with Employer Match & Contribution (max 8%), SoFi Student Loan Refinancing. Time Away from Work Paid time includes company holidays, vacation, and Float/Wellbeing Days. Family Benefits 12 Weeks paid Parental Leave, Domestic Partner Benefits, Family Building Benefit, Marketplace, Life/Disability and other Insurances. Professional Growth Annual training, tuition reimbursement and discounts, Business Resource & Intra-professional Groups. Company Car & More Comprehensive Company Car Program and Vehicle Discounts. Vehicle discounts include family and friends. EOE/Disability/Veteran 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. Our benefits reflects the

STELLANTIS

commitment to helping you reach your personal and professional goals. In addition to an environment that promotes career development, we offer benefits for a healthy lifestyle and a rewarding future, designed to take care of you and your family, in various stages of life. As a global company, our employee packages will vary by country, customary norms and the legal entity into which you are hired. We care about your privacy. For more information on how your personal data is processed, please read the specific Privacy Statement provided by the respective entities whose job offer you have selected. Apply Join our Talent Community Create a talent profile to receive relevant job alerts and the latest company news! If you're a U.S. Veteran, please sign up through our Veterans Recruiting Program page. Create a Talent Profile Sign into your profile