Automotive Service Advisor & Service Manager Trainer/Coach

Key Responsibilities

• Training & Development:
  • Develop and deliver structured training programs for Service Advisors and Service Managers, focusing on customer service, sales techniques, product knowledge, time management, and operational processes.
  • Conduct one-on-one and group training sessions, ensuring all staff members are equipped with the knowledge and skills to excel in their roles.
  • Continuously assess individual and team training needs, adjusting content and delivery methods to address skill gaps and enhance performance.
  • Create and maintain training materials, resources, and documentation that reflect current best practices in the automotive service industry.
• Coaching & Performance Improvement:
  • Provide ongoing coaching and support to Service Advisors and Service Managers, guiding them to achieve both individual and team goals.
  • Monitor key performance metrics (KPIs) such as customer satisfaction, upsell rates, service productivity, and profitability, providing feedback and strategies for improvement.
  • Conduct regular performance reviews and develop action plans to help individuals and teams achieve their professional goals.
  • Lead by example, demonstrating best practices in customer interaction, sales techniques, and operational excellence.
• Sales Training & Strategy:
  • Train Service Advisors on effective communication with customers, including how to present repair estimates, explain services, and close sales.
  • Develop and implement sales training programs that align with dealership or service department goals, helping advisors increase service department revenue.
  • Support Service Managers in developing and executing strategies to meet sales targets, manage labor costs, and improve overall service department profitability.
• Process Improvement & Standardization:
  • Collaborate with Service Managers to streamline and optimize service department processes, ensuring maximum efficiency and quality customer care.
  • Work with team members to implement consistent service workflows, customer follow-ups, and upsell opportunities.
  • Continuously evaluate the effectiveness of training programs and coaching strategies, adjusting as needed to drive results and meet business objectives.
• Customer Satisfaction & Relationship Management:
  • Emphasize the importance of customer satisfaction and retention in every training and coaching session.
  • Guide Service Advisors and Managers on how to handle difficult customer situations, resolve complaints, and exceed customer expectations.
  • Monitor customer feedback and help identify opportunities for service improvements.

Qualifications

• Experience & Knowledge:
  • Minimum of 3 years of experience as a Service Advisor or Service Manager in an automotive dealership or repair shop environment.
  • In-depth knowledge of automotive service operations, repair processes, and customer service best practices.
  • Previous experience in training, coaching, or leadership roles is highly preferred.
  • Strong understanding of automotive service software, scheduling systems, and CRM tools.
• Skills & Abilities:
  • Exceptional communication and interpersonal skills, with the ability to engage, inspire, and motivate others.
  • Strong organizational skills and the ability to manage multiple training sessions or coaching initiatives simultaneously.
  • Analytical mindset with the ability to assess performance data and translate it into actionable coaching strategies.
  • Proven ability to develop and implement training materials, including presentations, workshops, and online resources.
  • Ability to foster a positive learning environment and create a culture of continuous improvement.
  • Proficient in remote meetings and presentations.

Working Conditions

• This position may require travel to different locations depending on the needs of the service department or organization.
• The role may involve occasional evening or weekend work to accommodate training schedules or team coaching needs.