Klaben Chrysler Jeep Dodge Ram’s Matthew Caldwell was new to the Service Advisor job role. When his boss approached him about a unique service advisor training opportunity, he was all for it.


“He has been awesome. Almost a completely different person!” Dennis Terlaak, Service Manager at Klaben CJDR said after Caldwell’s Service Advisor Training.

Technical Understanding and Live Role Playing

Like many other service advisors, Caldwell lacked the technical understanding and confidence to overcome certain objections.

By understanding repair orders through the perspective of mechanics, in addition to learning better information gathering, understanding vehicle symptoms and causes, the importance of proper documentation, all while performing live video roleplay exercises- he got exactly the push he needed to feel he was on the right career path with the right organization.

“The opportunity to learn the technical aspect and test new skills with live role playing, along with better talking points with technicians is why I’m now confident that I will be able to perform at a higher level,” explained Caldwell.

Impactful Results

Matrix has trained hundreds and hundreds of advisors to date and consistently produces an increase of at least two-tenths of an hour per repair order. That is math that adds up quickly, and the efficiency and benefit to shop culture are added bonuses that are important to everyone’s bottom line.

 “I have seen so much growth in myself from this service advisor training. I can’t thank my manager enough. I wish I would have come earlier, but I am grateful I was able to come,” Caldwell said.

About the Matrix Trade Institute:

The Matrix Trade Institute, based in Beachwood, Ohio, is an OSBCC-approved career college and a specialized school for Automotive Mechanics and Collision Repair Technicians. MTI’s accelerated 20-week, 80% hands-on approach and efficiency training model is designed to create productive entry-level mechanics and technicians who have the skills that employer demand. MTI’s blend of modern technology, hands-on training, and operation repetitions ensure confidence and efficiencies that are critical to success and growth with employers.

MTI also serves industry employers with its innovative Upskill Efficiency Bootcamps that provide existing mechanics, technicians, and service advisors with next-level training to build and improve production-based skills and efficiency techniques to become more productive and grow. MTI’s Efficiency Bootcamps are paid for by employers who want to provide a faster, more complete career path. This effective training and retention model gives employers that want to revitalize current techs, retain their services, and help them grow into highly productive mechanics, collision technicians, and service advisors for the mutual benefit of the employee and the organization that benefits from their loyalty and increased production.