Description

Job Function: Efficient, Quality Service. Fulfill customer needs by supervising the Service Department under the direction of the Service Manager resulting in value, excellent quality of work, and a high degree of satisfaction by customers and employees. To represent and promote the Sales, Service, Parts, and Rental Department operations and store network in a positive manner, which assures customer confidence, repeat business, and maximum return for the Dealership.

Responsibility: As Service Supervisor you are responsible to assist the Service Manager; supervising the technicians with guidance, direction, support, and training to accomplish the best possible workmanship; maintaining and supporting our client base; and selling service. You are responsible for Company Policies and Procedures, safety, and sound judgment.

Principal Duties: The principal duties of the Service Supervisor consist of, but are not limited to:

1. Efficient scheduling and organization of customer shop repairs. Assure correct and timely delivery. Everyone should know their plan at the start of the day.

2. Oversee work of technicians to assure correct predelivery/set up and mechanical repairs; customer satisfaction in quality and the meeting of deadlines. Frequent walk around in the shop keeping abreast of the status of all jobs. Quality control.

3. Advise customers and Salesmen of shop repair estimates and any cost changes in pre]delivery. Communication with customers must be in writing (note on the workorder) to support charges and work completed.

4. Keep abreast of workflow and progress so that problems are handled and resolved quickly with employees and customers. Solve problems immediately! Get with the Service Manager if you can not solve problems yourself.

5. Technical support as needed in assisting service technicians so as to speed up repairs as necessary. Assist in training technicians.

6. Assist in paper flow as needed. Assure technicians are charging out time properly, and labor descriptions are correctly stated on all service tickets. All paperwork must be processed promptly.

7. Control non-productive time.

8. Maintain good credit policies; credit checks before the work is started.

9. Complete all work order documentation and warranty claim procedures as required by the manufacturers including maintaining a storage system for warranty parts. Help with Warranty flat rating as needed.

10. Communicate ideas with the Service Manager and initiate upon his approval.

11. Incoming and outbound customer phone calls must be handled regarding the status of repairs. Call back when required. Communication solves problems.

12. Check over ALL units; sold, demos, and rentals assuring they are in “ready-to-go” condition before they leave our yard. Quality is our job.

13. Maintain an orderly incoming unit, ready line, and clean yard at all times.

14. Keep shop special tools up to date, and tool room inventory managed and clean. All tool purchases MUST have the Service Manager’s prior approval.

15. Maintain and keep current with the service library manuals and bulletins. Keep abreast of all service bulletins or technical policy information and review with personnel as required.

16. Maintain professional, safe, and clean shop areas at all times.

17. Maintain an inventory of necessary shop supplies. All purchases MUST have the Service Manager’s prior approval.

18. Know the regulations and make certain we are in compliance with USDOT, OSHA, EPA, and EEOC/ADA.

19. Make certain there is no form of discrimination or harassment anywhere in our business regarding sex, race, age, or religion.

20. Assist the Service Manager with annual employee performance evaluations.

21. Establish confidence in service personnel and in the way customers perceive the Service Department.

22. Dress as a professional.

23. Any other duties as assigned by the Service or General Manager.

24. Any operational changes MUST have the Service Manager and General Manager’s prior approval.

25. Keep a friendly and positive attitude in yourself and your employees. Maintain the Team Spirit!

Standards and Measurement of Performance: You will meet or exceed your expectations when the following happens:

i. Satisfied customers with the department and yourself.

ii. Accomplishing within the Service Department the performance goals as set forth by the

Service Manager in quality and efficiencies of labor work.

iii. Promoting the service business resulting in growth.

iv. Successfully working with all departments.

v. High morale and motivation within the Service Department with productive, satisfied employees.

vi. Fulfilling the described duties, supporting Company Policies and Procedures, and adherence to safety.