Service Lane Process Manager

<p style="margin: 0px 0px 10.6667px; padding: 0px; color: windowtext; text-align: left;"><span style="font-family: verdana; font-size: 10pt;"><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-contrast="auto"><span style="margin: 0px; padding: 0px;">The Service Drive Process Trainer standardizes the "road-</span><span style="margin: 0px; padding: 0px;">to-the-sale</span><span style="margin: 0px; padding: 0px;">" within the service lane. They ensure that valets, porters, greeters, and advisors </span><span style="margin: 0px; padding: 0px;">operate</span><span style="margin: 0px; padding: 0px;"> as a cohesive unit, following proven protocols to </span><span style="margin: 0px; padding: 0px;">eliminate</span><span style="margin: 0px; padding: 0px;"> bottlenecks and provide a premium customer experience. </span></span><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-ccp-props="{}"> </span></span></p> <p style="margin: 0px 0px 10.6667px; padding: 0px; color: windowtext; text-align: left;"><span style="font-family: verdana; font-size: 12pt;"><strong><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-contrast="auto"><span style="margin: 0px; padding: 0px;">Key Responsibilities:</span></span></strong><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-ccp-props="{}"> </span></span></p> <ul> <li><span style="font-family: verdana; font-size: 10pt;"><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-contrast="auto"><span style="margin: 0px; padding: 0px;">Workflow Optimization: Map and refine the physical movement of vehicles on the drive to ensure no customer is left </span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">waiting</span><span style="margin: 0px; padding: 0px;"> and the lane </span><span style="margin: 0px; padding: 0px;">remains</span><span style="margin: 0px; padding: 0px;"> clear for incoming traffic.</span></span><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-ccp-props="{}"> </span></span></li> <li><span style="font-family: verdana; font-size: 10pt;"><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-contrast="auto"><span style="margin: 0px; padding: 0px;">Service Lane Protocol Training: Instruct staff on the "11 key processes," including proper meeting and greeting, vehicle walk-arounds, and the "active delivery" phase.</span></span><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-ccp-props="{}"> </span></span></li> <li><span style="font-family: verdana; font-size: 10pt;"><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-contrast="auto"><span style="margin: 0px; padding: 0px;">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.</span></span><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-ccp-props="{}"> </span></span></li> <li><span style="font-family: verdana; font-size: 10pt;"><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-contrast="auto"><span style="margin: 0px; padding: 0px;">Standardized "Word Tracks": Develop and implement scripts for greeters and advisors to ensure every customer receives a consistent, high-value presentation of services.</span></span><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-ccp-props="{}"> </span></span></li> <li><span style="font-family: verdana; font-size: 10pt;"><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-contrast="auto"><span style="margin: 0px; padding: 0px;">Fixed Operations Support: Collaborate with the Parts and Service departments to ensure the "back-counter" and shop floor are </span><span style="margin: 0px; padding: 0px;">in sync</span><span style="margin: 0px; padding: 0px;"> with promises made </span><span style="margin: 0px; padding: 0px;">on</span><span style="margin: 0px; padding: 0px;"> the service drive.</span></span><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-ccp-props="{}"> </span></span></li> <li><span style="font-family: verdana; font-size: 10pt;"><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-contrast="auto"><span style="margin: 0px; padding: 0px;">Customer Interaction Oversight: </span><span style="margin: 0px; padding: 0px;">Observe</span><span style="margin: 0px; padding: 0px;"> live interactions on the drive to provide real-time coaching on soft skills like empathy and conflict resolution. </span></span><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-ccp-props="{}"> </span></span></li> </ul> <p style="margin: 0px 0px 10.6667px; padding: 0px; color: windowtext; text-align: left;"><span style="font-family: verdana; font-size: 12pt;"><strong><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-contrast="auto"><span style="margin: 0px; padding: 0px;">Success Metrics (KPIs):</span></span></strong><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-ccp-props="{}"> </span></span></p> <p style="margin: 0px 0px 10.6667px; padding: 0px; color: windowtext; text-align: left;"><span style="font-family: verdana; font-size: 10pt;"><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-contrast="auto"><span style="margin: 0px; padding: 0px;">The effectiveness of this role is measured by improvements in:</span></span><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-ccp-props="{}"> </span></span></p> <ul> <li><span style="font-family: verdana; font-size: 10pt;"><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-contrast="auto"><span style="margin: 0px; padding: 0px;">Lane Efficiency: Reduction in the time </span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">from</span><span style="margin: 0px; padding: 0px;"> vehicle arrival to repair order (RO) creation.</span></span><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-ccp-props="{}"> </span></span></li> <li><span style="font-family: verdana; font-size: 10pt;"><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-contrast="auto"><span style="margin: 0px; padding: 0px;">MPI Performance: Increase in the percentage of vehicles receiving a </span><span style="margin: 0px; padding: 0px; border-bottom: 1px solid transparent;">full</span><span style="margin: 0px; padding: 0px;"> digital multi-point inspection.</span></span><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-ccp-props="{}"> </span></span></li> <li><span style="font-family: verdana; font-size: 10pt;"><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-contrast="auto"><span style="margin: 0px; padding: 0px;">Average Repair Order (ARO): Higher dollar value per customer visit through better process-driven presentations.</span></span><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-ccp-props="{}"> </span></span></li> <li><span style="font-family: verdana; font-size: 10pt;"><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-contrast="auto"><span style="margin: 0px; padding: 0px;">Net Promoter Score (NPS): Enhanced customer loyalty and satisfaction scores directly tied to the service drive experience</span></span><span style="margin: 0px; padding: 0px; line-height: 20.85px;" data-ccp-props="{}"> </span></span></li> </ul>