Position Title: Shop Manager / Foreman

Organization Level: Service Organization

Reports To: Service Manager

Position Purpose:

The Shop Manager / Foreman provides a vital communication link with service technicians and with other integral departments in the dealership, particularly the Parts Department. This position directs and supports the service technicians to ensure that all repairs are performed correctly and efficiently by qualified technicians. The Service Supervisor/Leadman ensures the service department consistently maintains a high level of customer satisfaction and adheres to all company and safety policies and practices. This position is crucial to achieving the highest level of customer satisfaction by performing duties in accordance with current OEM practices and our company’s policies and procedures.

Accountabilities

• Conducting the flow of all service work, technician accountability, vehicle repair completion, documentation and continuous communication with the service advisors.
• Understanding and ensuring compliance with all International vendor policies and warranty procedures.
• Maintaining high quality service repairs to minimize comebacks.
• Ensuring that all work is fairly and equally assigned.
• Investigating the progress of vehicle repair completion by conducting periodic spot checks of all jobs throughout the day to ensure timely repairs, quality workmanship and cleanliness.
• Contacting customers regarding any additions or changes to the repair of their vehicle, if required.
• Explaining cost and time requirements in detail and getting the proper authorization before any additional repairs are made.
• Ensuring that all warranty parts are clean, lube drained (if required), tagged and stored in the designated location.
• Ensuring that all completed vehicles are parked in the designated area, locked and keys tagged and returned to the service office.
• Keeping abreast of all warranty policies and product changes to maintain effectiveness in this role.
• Providing on-the-job technical support for technicians as required and assisting in the development of their technical skills and abilities.
• Ensuring that all repairs are documented, technicians’ comments are descriptive and precise, and that the allotted time is noted prior to submission for closing.
• Ensuring that all vehicles are road tested when required and that the repairs were completed correctly.
• Reviewing and signing off on all completed repair orders noting technician comments, technician sign off, repair completion and road test completion.
• Understanding and keeping abreast of all federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA, EPA, etc.
• Maintaining a safe and clean work environment.
• Ensuring the proper use, care and storage of all tools.
• Attending all Service Department staff meetings as required.
• Explaining completed work and charges to the customer if required.

Required Qualifications

• Minimum of 5 years technical experience in the medium/heavy-duty truck industry.
• A valid Class “A” Commercial Driver’s License preferred.
• A high degree of product and technical knowledge.
• Must be a team player with a strong sense of commitment to the customer.
• Must be self-motivated and have good written and verbal communication skills.
• Must conduct his/her self in a professional manner.
• Must be flexible and adapt to change readily.
• Must have superior problem-solving skills to achieve a win-win solution.
• Must be able to understand, communicate, and evaluate all vendor and International Warranty guidelines, approval processes and policies.

Preferred Qualifications

• Working knowledge of Microsoft program applications currently in use at this location.
• Good organizational skills
• Willing to pursue self-development courses
• Working knowledge of International and supplier warranty policies.
• Ability to document and notify customers of needed vehicle repairs while in service area, i.e. Quick Check items.
• Strive for respect and facilitate teamwork within assigned area.
• Have the ability to utilize Service Portal when required.

Performance Goals

• Comebacks less than 1% total sales dollars
• Technician technical ability improved
• CSP Customer Response:
  1. Overall satisfaction with Service Department
  2. Vehicle being ready when promised
  3. Level of training/expertise of mechanics
  4. Repairs made correctly the first time

This is not necessarily a list of all of the duties, responsibilities and requirements associated with this position. While the accountabilities noted herein are intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties as circumstances change.