Through 50 years of service, Walser Automotive Group has become a pioneer in the automotive industry. Walser's progressive commitment to growth, technology and a differentiated customer experience has changed the car-buying journey. We don't follow, we innovate and lead. Walser operates 25 dealerships and many affiliated businesses throughout Minnesota and Kansas. Walser also leads by example. We volunteer. We donate. Walser Foundation puts 5 percent of its pre-tax profits right back into the communities in which we proudly operate. That's because we live here, too. Walser is a family-owned, family-run business that believes in work-life balance. Walser is committed to delivering an outstanding customer experience every time - that's what drives us. That's the Walser Way.
Walser's Core Values
* Do The Right Thing - Nothing is worth compromising a relationship
* Lead By Example - Be willing to help no matter how difficult the challenge
* Display Positive Energy - A good attitude is highly contagious
* Be Open Minded - The only thing that is constant is change
Our Walser Service Performance team is comprised of highly passionate service training professionals who are focused on driving both service sales and profit growth. Our Performance team is made up of highly motivated, action oriented and responsive individuals - all of whom take great pride in serving our customers. Our Service Training Specialists are critical to the success of our store service initiatives here at the Walser Automotive Group. Our Service Training Specialists are responsible for being effective trainers and coaches that can implement our unique service process' driving individual Service Advisor and Technician performance and overall store service goals. Training to mastery of our Walser service process will enable employees to identify service sales opportunities (activities like greetings, updates, active deliveries, vehicle inspection process, etc..) and customer experience strategies at our retail stores.
This exciting service training position partners with Service Performance Managers, local General Managers and Corporate leadership to deliver strategies focused on service growth in support of business objectives company-wide.
Essential duties and responsibilities of a Service Training Specialist at Walser Automotive Group will include, but not be limited to:
Classroom Training & In-Store Coaching
This individual will be responsible for maintaining a calendar of classroom trainings to be held for both new hire employees as well as current employees for all applicable positions. Design and implement training programs to include: specific service sales techniques, specific service process, customer service related skills, leadership development, management and technical skills using a variety of delivery methods such as self-study, in-store training, classroom training and e-learning. Consult with Service Performance Managers to train, mentor, and coach local associates and managers in areas that include revenue generation performance issues and overall service sales effectiveness. Keep updated on new training methods and techniques while continually evaluating program effectiveness. Prepare training materials related to service initiatives including presentations, job aids, participant handouts, virtual class materials, and other resources. Demonstrate an ability to coach one-on-one and hold individuals accountable for results and provide timely and specific feedback to improve performance. Able to build trust and rapport with others to deliver results and interact positively and professionally with all levels internally and externally.
Act as an internal Service expert and partner with Service Performance Managers and other operations leadership to help assess, measure and enhance the performance of service sales (sold hours) generation activities connected with the service sales effectiveness and shop efficiency. Partner with local managers to identify and analyze areas of profit generation opportunities for products and/or services in support of business goals and to monitor the service teams overall effectiveness throughout the service process. Demonstrate full understanding of effective customer service (CSI) and service concepts and insure OEM service measures are reliable. Consistently meet or exceed goals and holds self and others accountable for expected results. Essential that best qualified candidate possess a strong work ethic and sense of urgency to get things done.
Measures: Sold Hours & Profit, Customer Satisfaction, Effective Labor Rate (ELR), Tech Production Hours
When not conducting formal classroom courses, this person will assess and analyze business needs with recommendations on training plans and programs to enhance knowledge and skills by store and by service associate. Work cross-functionally between various departments to help measure, analyze and enhance the performance of service sales generation activities connected with service effectiveness and shop efficiency. Identify and analyze areas of revenue generation opportunities for products and/or services in support of business goals and monitor locations overall effectiveness throughout the service process. Demonstrates an ability to get to the root of a problem and utilize resources to provide appropriate solutions as well as addressing issues and complaints in a timely manner. Analyze location performance and understanding of goal setting. Coordinate communications related to service initiatives, products and processes. Must be able to communicate effectively with individuals up, down and across the organization and ensure that information is shared accurately and appropriately. Demonstrates an ability to organize and express ideas and information clearly, accurately and effectively through verbal and written means. Lead and participate in various meetings and conference calls with a wide range of participants. Must have excellent administrative and organizational skills utilizing our internal Learning Management System (LMS), all service systems and tools, MS Office Suite of Products including Outlook, Word, Excel and Power Point.
Basic Qualifications and Minimum Requirements
* Progressive Service experience in a customer service environment (required)
* Prior experience training, teaching and public speaking with strong written and verbal skills (preferred)
* Bachelor's Degree in educational field or quivalent (preferred)
* Must have valid driving license and be willing and able to travel between MN locations (KS locations occasionally - 10% or less)
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.
I have carefully read and understand the contents of this job description. I understand the responsibilities, requirements and duties expected of me. The Walser Automotive Group reserves the right to revise the functions and duties of the job when necessary. I also understand that this job description does not constitute a contract or alter my status as an at-will-employee.
Reports to: Director, Sales & Service Performance
FLSA Status: FT/EXEMPT
Associated topics: cajero, client service, counter, courtesy, customer service, deliver, retail sales, retail sales consultant, store associate, venta