OUR INSTRUCTORS
Goals of the Training
Service managers that become certified in this course will experience the following:
- Increased labor and parts sales, which will increase their commissioned sales and income
- An advanced understanding of how to achieve service profitability and fixed absorption
- Managers will create a culture of training and constant improvement
Assessment
- Increase in labor and parts sales per vehicle (hours per repair order)
- Improved employee satisfaction and lower turnover
- Improved customer satisfaction scores (CSI/CSE)
- Increased effective labor rate
Our Instructors
Vicki J.
Vicki Johns is a Coach who works with Service Advisors and Managers by person to person coaching and in person training. She shows passion to her clients and passes on the knowledge she has received.
Vicki was born and raised with the auto industry in her blood as both of her parents were in the business. She started in the automotive industry in 1985, found her passion in fixed operations had has 32 years of progressive experience.
Vicki received the Chris Collins’ Top Dog Service Manager of the year in 2011, 2012, and 2013. She also received the Chris Collins’ Top Dog Manager Award 27 out of 36 months and won the Chris Collins’ $25k Service Manager Challenge.
Vicki has one year experience as a Service Advisor, 11 years experience as a Warranty Manager and 20 years as a Service Manager. She also has been a CSI/BDC Manager for one year and a Service Director for one year.
Vicki holds an Associate Degree in Criminal Justice and an Associate Degree in Law Enforcement.
Cliff H.
Team Lead
Cliff is a trainer, coach, and a service instructor whose passion is utilizing his experience, drive, and qualifications to lead automotive dealerships to build excellence, cultivate top performers, and exceed targets through proven strategies and operations by implementing the Chris Collins system for Fixed Ops.
Cliff has worked in the dealership world for over 25 years. He started in the warehouse/delivery and moved into management in 1999. Receiving awards for wholesale growth four years in a row. He also helped open a new import franchise point and grew to receive multiple awards in wholesale performance.
Cliff then moved to Parts & Service Director for a Hyundai dealership. He helped take the service department for losing money to being profitable with a low turnover rate. Cliff received awards of Achieving Outstanding Customer Service Scores.
Cliff graduated high school and attended Liberty University
Chris H.
Chris Hogland is a Service Performance Coach, Trainer and Instructor who works with Service Advisors and Managers with hands on coaching visits, in person training and as a group course instructor.
Chris has over 17 years of fixed operations experience with progressive growth from Master Technician to Parts and Service Director of a multimillion-dollar luxury automotive dealership. His passion for the industry has been proven through leadership, management, director positions and setting dealership history records. He shares his knowledge and challenges with clients to develop a lifetime of confidence and loyalty within customers and increase profits.
Chris has been awarded the BMW Group Europe Incentive Trip for Top Fixed Operations Sales Growth. Also, he was recruited by Tesla Motors as a Field Service Technician during start-up.
Chris is an ASE Master Technician (Certifications A1-A8), ASE Advanced Level Engine Specialist (Certification L1), BMW Master Technician (Certification L1), and BMW Group Profiles in Achievement Parts and Service Director.
Chris holds a Master Technician status from BMW STEP and studied Automotive Technology at the Universal Technical Institute.
James B.
James is a trainer, coach, and has a passion for the auto industry.
James has been in the automotive industry for over 37 years. He started out as a Service Advisor and moved up to be a Service Manager. James worked within a BMW dealership that was ranked #1 in CSI and profitability for years within the Southern California Industry.
Within Jemas’ time at rhe dealerships he spent 21 years working and mastering the Chris Collins program. For multiple years James has been a member of our Elite Program. James has assisted in providing advise for growth within members.
James has been awarded numerous awards from BMW, MINI, Acura, Jaguar, Porsche, Rolls Royce, Land Rover, and many others. He has won dozens of awards for being the Service Manager Top Dog each month. James was awarded Top Dog of the year for 2019.
James has graduated top of his class from Starfleet Academy.
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