POSITION SUMMARY

To be successful in this position the daily actions carried out must support the Service Culture of A firm, fair and fun working environment for all employees.

Works closely with all management to evaluate technician performance then applies that knowledge; working with each technician to develop training paths that are custom designed for each technician.

Monitors technician performance and works to manage each job in the shop to ensure a maximum return by selling the technician hours to revenue producing customers.

Works closely with Service Advisors and management to communicate repair status to each customer in a timely manner; contacting customers as needed to facilitate this communication.

ESSENTIAL DUTIES and RESPONSIBILITIES

• Communicates effectively with all business contacts and ensures all employees know that an environment of open and honest communication is expected.
• Assists in Hiring, training, motivating, counseling and Evaluating all service technicians.
• Completes monthly technician performance reviews with each individual technician.
• Completes or assist to complete Annual performance evaluations with Technicians.
• Dispatches work to technicians ensuring the right tech is given the right job and follows up with the technician through the repair process to ensure commitments are met and the repair is quality.
• Works closely with Parts to ensure all parts orders are tracked and customers are updated.
• Composes repair estimates for customers and assists to get approvals for repairs.
• Reviews each Repair Order when the job is done and prior to the technician clocking off to ensure : ALL paperwork is complete, support cases are closed properly and the techs work area is clean.

Checks the work on each job that is finished on shift to ensure a Quality repair is completed and delivered to the customer.

All needed documentation is present to file warranty (if applicable) to include software files, warranty parts tagged / returned, OEM case files updated AND ECM images collected.

• Works to ensure that repairs and invoicing is completed within the standards for Repair Cycle Times.
• Maintains a Positive attitude and manages stress to ensure a calm, cool and collected image of our operations is received by each Customer and our internal contacts.
• Must maintain an empathetic view of our customers distress while working to create customized repair strategies to minimize our customer’s downtime and creates the best value for their overall spend.
• Foster teamwork within the department and with all other departments.
• Strives to learn and develop the skills needed to take on increasing responsibilities up to and including the role of Service Manager.
• Other duties as assigned by supervisor

SUPERVISORY RESPONSIBILITIES / ORGANIZATIONAL STRUCTURE

• Assists the Service Manager to Schedules and Supervise all Service Department technicians
• Reports directly to the Assistant Service Manager (when applicable) otherwise to the Service Manager

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

EDUCATION and / or EXPERIENCE

• High school diploma or general education degree (GED);
• Four years related experience and / or training; or equivalent combination of education and experience.

REQUIRED SKILLS

• Effective Communicator with all levels of daily business contacts
• Can Do, make it happen attitude coupled with a High-energy level with a contagious optimism for the service business
• Ability to read, analyze, and interpret the most complex documents.
• Ability to respond effectively to the most sensitive inquiries or complaints.

PHYSICAL DEMANDS

Position requires extended periods of standing, walking, stooping and lifting. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WE ARE AN AT-WILL, EQUAL OPPORTUNITY EMPLOYER

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Last updated : 2024-05-09