JOB SUMMARY

Oversees the activities of the front office of the service department and Quick Lane to ensure that customers’ needs are met, vehicles are fixed right the first time; increases focus on do what we promise, customer satisfaction and that following of procedures of the service department.

SPECIFIC DUTIES

• Ensures high quality service and repairs are provided to every customer and customer receives a proactive response or status of repairs; maintains a clean, professional environment.
• Monitors the flow of work in the service department and intervenes as needed to ensure work is accomplished.
• Coordinates activities to ensure repair work is fixed right the first time and completed on time.
• Works with all dealership personnel to ensure customer satisfaction.
• Departs from traditional ways of doing things as appropriate to ensure maximum customer satisfaction and loyalty.
• Establishes a process for prioritizing and scheduling shop comebacks and repeat repairs.
• Identifies repeat customers and treats them accordingly.
• Attends daily planning meetings with shop foreman.
• Promptly addresses and resolves customer viewpoint and service follow-up issues.
• Maintains an effective appointment system to verify customer problems, recommend/sell additional services, and properly and accurately communicate customer concerns.
• Ensures that front office staff maintain and update customer records and files.
• Follows and implements all service department policies and procedures.
• References existing manuals, publications, and other written documents to obtain needed information.
• Coordinates with Parts Department, Sales Department, Body Shop, General Manager, Ford Representatives, sublet vendors, and others to ensure effectiveness of the service process and customer satisfaction.
• Generates and strives to increase service customer pay sales while increasing overall department profitability.
• Uses computers to monitor daily operations; maintains proficiency in use of in-house computer systems (e.g., CDK)
• Delegates the Maintenance of product quality reports to increase customer satisfaction.
• Resolves all employees concerns in a prompt and effective manner.
• Builds a winning team by training, coaching, evaluating, motivating, and rewarding front office employees.
• Delegates work as requested to ensure customer satisfaction while developing employee skills.
• Has an approachable style; fosters open communication through active listening.
• Ensures that all repair orders are booked according to dealership – and manufacturer’s standard labor time guide for proper completion, pricing accuracy, and legibility on a timely manner.
• Review sporadically every customer-pay and internal repair order written for proper completion, accuracy and legibility according to the policies and procedures.
• Assist management with special projects, audits, reports, as requested
• Tracks status of repair orders.
• Assist Service Advisors with closing open warranty repair orders.
• Report any fraudulent manipulation of warranty claims.
• Attend warranty training courses as needed.
• Maintains warranty claim processing procedures that permit prompt settlement and the simplification of tracking payments.
• Review every warranty repair order written for proper completion, accuracy and legibility according to the policies and procedures, and ensure we are getting the most from each warranty RO’s – Repair/replacement specifications, Correct labor hours, defect codes, Thorough stories (Complaint Cause Correction).
• Check each repair order against the vehicles service history to avoid duplicate claims.
• Resolve and process all claims corrections and charge-backs daily

Responsible for other duties as assigned and/or required by business need.

POSITION REQUIREMENTS

• HBO/ Bachelor’s degree.
• Some automotive/vocational training preferred.
• Driver’s license preferred.
• 2 years in an automotive service environment preferred
• Exceptional communication skills.
• Must be detail oriented.
• Must be very motivated.
• Must have some technical knowledge.

SKILL REQUIREMENTS

Skills required to perform principal/additional duties and responsibilities:

Achieving High Standards focuses on ensuring customer satisfaction, getting results, displaying professionalism, and maintaining awareness of details.  This includes understanding the importance of serving the customer and anticipating their needs, being a “self-starter”, consistently achieving or exceeding goals, showing concern for all aspects of the job, monitoring activities over time and following ethical standards set by the company.

Working Effectively with Others focuses on valuing teamwork, listening, speaking and writing effectively, and influencing customers.  This includes being aware of the impact of one’s own behavior on others, using active listening skills  to demonstrate understanding and sensitivity, adjusting explanations for different audiences to ensure understanding, expressing ideas clearly and organizing them in a logical and concise form, and persuading others to change their opinion based on the information that one provides.

Handling Pressure focuses on adapting to change, maintaining composure, resolving conflicts, and multi-tasking.  This includes the willingness and ability to change work practices or priorities in response to changing conditions, maintaining performance under stress or opposition, maintaining quality while shifting back and forth between two or more activities, remaining sensitive to time deadlines and conflict situations, and settling disagreements by objectively analyzing viewpoints.

Managing Complexity focuses on planning and prioritizing, problem solving, and making decisions.  This includes re-evaluating priorities and re-organizing workload to meet demands, identifying problems, determining relationship between “cause” and “effect” and examining information from different sources to formulate the best course of action.

Applying the Basics focuses on referencing written information, applying basic math skills, using computer systems, following and learning new procedures, maintaining awareness of and following safety procedures, and troubleshooting problems.  This includes understanding information gathered from written text, diagrams and graphs; solving arithmetic problems; using computer systems to access and input information; and being able to locate and identify problems encountered on the job.

Understanding and Using Business Knowledge focuses on applying technical knowledge, updating necessary training and certifications, and using knowledge of dealership operations.  This includes the ability to apply the appropriate technical knowledge necessary to complete automotive repairs and services.  It also involves understanding and applying appropriate technical knowledge and experience to perform automotive services including maintenance, diagnosis and repair, and installation effectively using dealership resources, such as tools, electronic and drivability equipment to perform the job.  Other skills include assisting in controlling costs and executing dealership policies and procedures to ensure customer loyalty