JOB DESCRIPTION: Service Trainer

Reports to: Director of Training

Job Summary:

Tony Group Automotive is seeking an experienced, energetic, and results-driven Service Trainer to develop and coach Service Advisors across our dealership locations. The Service Trainer is responsible for improving Advisor skills, consistency, confidence, and performance while ensuring every interaction delivers an Awesome Guest Experience.

This is a hands-on training role. The Service Trainer will work directly with Service Advisors on the service drive, observe real Guest interactions, coach in the moment, conduct classroom and individual training, and partner with Service Managers and Technicians to improve the complete service experience.

Essential Job Responsibilities:

Service Advisor Training & Coaching

• Develop and deliver training to improve Service Advisor knowledge, confidence, consistency, and performance.
• Coach Advisors on the complete Awesome Guest Experience, including Service Drive greetings, needs discovery, vehicle walkarounds, expectation setting, recommendation presentations, objection handling, and follow-up.
• Reinforce ethical, Guest-focused sales practices that build value, earn trust, and support dealership performance.
• Conduct classroom training, role-play, one-on-one coaching, and real-time Service Drive observation.

Customer Pay Performance

• Coach Service Advisors on behaviors and processes that support Customer Pay Effective Labor Rate (CP ELR) and Customer Pay Hours per Repair Order (CP Hours/RO).
• Train Advisors to effectively communicate the value of dealership service, diagnostic procedures, maintenance, and repair recommendations.
• Improve Guest interviews, vehicle-history reviews, maintenance identification, recommendation presentations, and follow-up on declined services.
• Use performance metrics to identify opportunities and develop targeted coaching plans.

Multi-Point Inspection & Video MPI

• Develop and reinforce consistent Multi-Point Inspection (MPI) and Video MPI processes.
• Coach Technicians on thorough inspections, documentation, prioritization of findings, and professional Video MPIs.
• Train Advisors to effectively review and communicate Technician recommendations, use Video MPI to build transparency, and confidently request authorization.
• Strengthen Advisor and Technician communication to create a clear and consistent experience for the Guest.

Guest Experience & Service Process

• Train and reinforce the complete Guest journey, including appointment preparation, Service Drive arrival, needs discovery, inspection, recommendation presentation, vehicle delivery, and follow-up.
• Reinforce consistent communication and execution of Tony Group's Awesome Guest Experience standards.
• Develop follow-up practices that support Guest satisfaction, service retention, and long-term Guest relationships.

Performance Coaching & Development

• Observe Service Drive interactions and evaluate performance through repair orders, Guest communications, performance reports, and MPI/Video MPI activity.
• Identify skill gaps and provide individual and group coaching, role-play, and targeted development plans.
• Monitor key Service performance indicators, including CP ELR, CP Hours/RO, CSI, service retention, and other applicable departmental metrics.
• Develop and maintain Service training materials, coaching tools, scorecards, and development resources.
• Report training progress, performance trends, and development opportunities to the Director of Training.

Leadership Collaboration

• Partner with the Director of Training, Fixed Operations Leadership, General Managers, Service Managers, Shop Foremen, Service Advisors, Technicians, Parts Teams, and Guest Services to identify and address training opportunities.
• Align Service training with operational priorities, Guest experience standards, and company goals.
• Provide leaders with coaching tools and feedback to reinforce accountability, consistency, and continued employee development.

Qualifications:

• Education & Experience
  • 5 years of experience in related field (Service Advisor, Service Manager, Fixed Operations)
  • 2 years in training, coaching, or management preferred.
  • Multi-store or group experience strongly preferred.
• Skills & Competencies
  • Strong presentation and facilitation skills.
  • Proven ability to coach and motivate diverse teams.
  • Deep understanding of dealership processes and performance drivers.
  • Excellent communication, organization, and follow-through.
  • Ability to analyze performance metrics and translate insights into action.
  • High level of professionalism and credibility with leadership and frontline staff.
• Key Traits for Success
  • Passion for developing people and building culture.
  • Results-driven mindset with strong accountability.
  • Confident, approachable, and respected presence.
  • Adaptable and able to work across different store environments.
  • Self-starter with the ability to execute independently.
• Travel Requirements
  • Regular travel between dealership locations
• Compensation & Structure
  • Base Salary: Competitive based on experience
  • Bonus Opportunities tied to performance improvements and company metrics

Required Skills/Abilities:

• Strong leadership and team development skills.
• Ability to prioritize tasks and delegate responsibilities effectively to ensure operational efficiency.
• Strong problem-solving and decision-making abilities.
• Ability to analyze financial reports and operational metrics to drive performance.
• Deep knowledge of inventory management, pricing strategies, and parts operations.
• Ability to communicate clearly and collaborate across departments and levels of leadership.
• Proficiency in dealership management systems and reporting tools.

Physical Requirements:

• Ability to sit, stand, and walk for extended periods.
• Occasionally lift up to 30 pounds as needed.