After Sales Coach

Key Responsibilities

• Carry out on-site and virtual assessments of service-lane workflow
• Work directly with Service Managers and Parts Managers to improve results through enhanced process execution and effective action-plan development
• Develop and deliver instructor-led, virtual, and e-learning training curricula for service advisors, technicians, parts counter staff, and managers
• Assess associate performance through evaluations, role-plays, and simulations; provide constructive feedback to support continuous development
• Ensure alignment with manufacturer standards, certification programs, and incentive requirements
• Analyze store and market KPIs — including hours-per-RO, effective labor rate, parts gross profit %, CSI/SSI scores, and technician productivity to identify performance opportunities and measure training effectiveness
• Coach service managers and parts managers one-on-one on daily management routines, associate development, and performance accountability — helping them become stronger leaders, managers, and coaches
• Support the rollout and adoption of new technology platforms (e.g., digital MPI tools, online appointment scheduling, electronic parts catalogs) through change-management planning and end-user training
• Conduct process audits (e.g., service-write-up reviews) to ensure key operational procedures are followed; coach teams on corrective actions in real time
• Assign short videos on key topics depending on performance gaps
• Partner with Market leadership, L&D teams, and instructional designers to align training initiatives with business objectives
• Act as a subject-matter expert (SME) for training content design; conduct certifications and re-certifications for service and parts associates and managers
• Influence without authority — drive engagement and adoption of process improvements across the network

Required Qualifications

• 5+ years of experience in automotive dealership fixed operations (service, parts, or body shop) in a management, training, or consulting capacity
• Demonstrated expertise with major DMS platforms (e.g., CDK Global, Reynolds & Reynolds, Tekion) and OEM service systems
• Proven track record of developing and delivering training programs — both in-person and virtual — that produced measurable KPI improvement
• Willingness to travel up to 50–75% to dealership locations; must reside in a market with company stores

Preferred Qualifications

• Certified Professional in Training Management (CPTM), ATD certification, or similar L&D credential
• Experience with digital retailing platforms and connected-vehicle service workflows