Assistant Service Manager - Service Advisor

Description

POSITION INFORMATION

Under the direct supervision of the Service Manager this position sells and schedules needed service work in the quick lane and service departments.  This role also maintains a clean, cordial and professional atmosphere for service reception, work scheduling, job assignments and general correspondence with customers and technicians.

BASIC RESPONSIBILITIES

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

• Greet customers, answer telephones, receive and schedule appointments
• Obtain customer info, vehicle data, work requested, and signature on work order
• Utilize customer complaint questionnaires to achieve accurate troubleshooting
• Refers to Mankato Ford for warranty coverage assessment
• Promote the sale of labor, parts, and accessories
• Prepare formal estimates when customers want a price on a job
• Open repair orders with clear information and instructions about work to be done.
• Establish method of payment; Obtain credit approval from the office manager if necessary
• Establish "time promised" for every job.  Ensure that work distribution is such that we exceed customers’ expectations
• Advise customers promptly when it is evident that work will be finished sooner or later than promised.
• Monitor technicians in the performance of their duties keeping constantly informed on the operations being performed in the shop
• Schedule, assign and supervise work with the objective of maximizing the balance of quality, and the three P’s Profit, Productivity, and Personnel
• Follow up progress of jobs and advise customers if original estimate is increasing
• Communicates progress of job with customers to ensure that they are aware when the job changes
• Review report cards turned in by technicians to ensure that assigned work has been performed and the repair order has been completed properly
• Closes repair orders daily using knowledge of the repair process to maximize company profit and technician bonus while offering a good value to our customers
• Handle telephone inquiries regarding work in progress
• Determine what we are to do with unit when work is finished and record on repair order
• Establishes “Target Time” pricing on various common and seasonal repairs and uses these to increase business.  “Maintenance Schedules”

WORKING CONDITIONS

The Service Advisor will spend a lot of time behind a desk working on a computer and paperwork.  There will also be many times they will need to walk around the dealership both inside and outside the area.  They may encounter dirty conditions when working with the service department and detail personnel.  They may be required to do some minor lifting.  While outside they may be exposed to inclement weather conditions.

Qualifications

• High school degree minimum with a preferred two year college degree
• Ability to work with Microsoft Windows, Word, Excel and PowerPoint
• Previous customer service experience preferred
• Good written and verbal communication skills

Mankato Ford is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, creed, religion, ancestry, age, sex, marital status, national origin, disability or handicap, or veteran status. An offer of employment is conditional upon passing a background check and drug screening.