Fixed Operations Coach

About the role

The Training & Process Consultant delivers training programs that improve efficiency, customer satisfaction, and profitability. This role partners with service and parts leadership to assess current workflows, identify process improvements, and provide additional focused training. It blends hands-on in-store coaching with structured classroom and virtual training delivery, combining deep service and parts expertise with strong facilitation and leadership-development skills to drive measurable, sustainable results across multiple locations.

Responsibilities

• Conduct 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.

Requirements

• 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.

Skills

• Change management & stakeholder engagement
• Data analysis & KPI-driven decision-making
• Cross-functional collaboration across dealership departments
• Influence without authority & relationship building
• Training logistics coordination

Benefits

• Competitive compensation and 401k matching
• Health, dental, and vision insurance plans
• Maternity benefits
• Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
• Access to YouDecide, a website with offers from top providers and retailers
• Participation in DRVPNK mission to raise and donate millions of dollars to cancer research and treatment