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Goals of the Training

Service managers that become certified in this course will experience the following:

The dealership service department will have an increase in:

Our Instructors

Vicki Johns

Instructor

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.


Chris Watts

Instructor

Chris (Watts) is a trainer and a coach who has a passion for the automotive industry. Watts has over 15 years of experience within the automotive industry. Watts has grown from Sales, to Finance Manager, to Sales Manager, to Service Advisor into a Service Manager. Watts has worked to develop profitable, customer-focused Fixed Operations Teams. 

Watts has work experience through in-person, hands-on, and distance coaching to help grow customer retention, bring profitability, and culture within the Service Department. He has developed struggling service teams into teams that have been nationally recognized multiple times for Customer Service and profitability. Watts has been awarded the Ford of Canada Peak and Summit award as a Service Advisor and Service Manager.

Watts attended Mount Allison University receiving a Bachelors Degree in Psychology with a minor in Sociology.

Christian Lafferty

Instructor

Christian Lafferty is a Service Coach and Instructor who works with Service Advisors, Managers, and Dealer Owners. He guides them with his passion and knowledge through hands on training during dealership visits to build a lifetime of change.

Initially, Christian worked at a dealership that signed a contract with Chris Collins. He had unlimited access to people and resources who knew more about the automotive industry then he was ever aware existed. This experience changed his philosophy on all aspects of life. As a result of this relationship, his service sales were up over 50%, and his net profit rose by 300%.

Christian has over 19 years of experience in the Automotive Industry. He has worked in Service Management, as an Automotive Sales Consultant, and as a Service Advisor. He was also a Chris Collins’ Coaching Group Elite Coaching Member from 2015-2016.

Christian has received the Infiniti Award of Excellence for Service Advisors and Infiniti Award of Excellence for Service Managers. He also received the Chris Collins’ Top Dog Service Manager Award five times.

Christian holds a Bachelor’s Degree in Marketing from Aurora University.

Chris Hogland

Instructor

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.

Rob Rowse

Instructor

Rob is a trainer, coach, and works within the Service Department with technicians, advisors, and managers to maximize performance, profitability, and customer retention.

Rob has over 15 years in the automotive industry. He has grown within the Service Department. Rob has been a Service Advisor, Service Manager, and Fixed Ops Manager for many brands. Rob has helped many Service Departments turn into being able to turn a profit and retain employees in a positive environment.

Grant Miles

Instructor

Grant Miles is a trainer, coach, and production expert who works with advisors, managers, and technicians to maximize performance. Throughout all aspects of training, Grant is a consummate professional. He excels in being on the drive, in the classroom, and in one-on-one sessions. His interactive approach to coaching provides compassionate yet challenging guidance.

Grant has over 20 years of experience in the automotive industry. He has managed a department as Service Director that was one of the highest performers in the Houston market. His time spent in all facets of the Service Department provides his clients with the highest level of support and training. He has been recognized individually multiple times by Gulf States Toyota as a CSI Top 5 Assistant Service Manager, a leader and top performer for a Toyota President’s Award-winning dealership, and won regional Fixed Operations performance contests. 

Grant also worked for one of the largest top-performing Lexus dealerships in Texas with Group 1 Automotive. As Production Manager, he managed a shop of 80+ technicians that produced monthly sales of over a million dollars.

Grant has a Bachelor of Science Degree with a major in Criminal Justice from the University of North Texas.

James Baumer

Instructor

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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