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Job Description
- Ensure that every service employee shows common courtesy to all customers.
- Handle customer complaints tactfully, promptly and with genuine concern for the customer’s problems.
- Ensure that customer inconveniences complaints and misunderstandings are dealt with fairly and quickly.
- Make every reasonable effort to ensure that vehicle repair is a pleasant customer experience.
- Maintain a follow-up system to monitor customer feedback.
- Continually strive to increase labor and parts sales by training and motivating service employees.
- Determine staffing requirements.
- Hire and set training needs for service Employees “Technical and service advisors”.
- Maintain daily sales and production records as prescribed by dealership management.
- Review the sales performance of Service Advisor and evaluate them on a regular basis.
- Ensure that all necessary service shop equipment is in proper and safe working condition.
- Obtain the special tools and equipment necessary to maintain and repair and service all service vehicles.
- Ensure that all required technical publications, periodicals, bulletins, etc. are obtained, kept up-to-date and accessible.
- Review technical bulletins from the manufacture and distribute them to the appropriate Technicians.
- Stay up-to-date on product changes and new products.
- Understand and monitor the service section of the dealership’s financial statement.
- Create and control budgets for personnel and other expenses over which control has been delegated.
- Assure proper repair order flow to satisfy customer, technicians, and parts department and business office.
- Ensure that the dealership receives full value for outside services and materials purchased.
- Know and understand the manufacturers and dealership’s warranty policies and procedures.
- Administer proper and prompt warranty claims processing and submission.
- Monitor and control warranty claims and ensure that they are corrected and resubmitted promptly.
- Cross-train backup personnel for every position in the service department.
- Strive to increase the production and earnings of every employee.
- Counsel Service employees, who fail to adhere to instructions, company policies etc.
- Report to management any circumstances that compromise the integrity, security or financial position of the dealership.
- Properly document employee behavior that may result in punitive job action such as termination.
- Review with every service employee a written job description and have then sign it.
- Assist subordinates in all phases of their job descriptions when the shop is over-burdened or when sickness and /or vacations occur.
- Set a high standard for shop cleanliness, equipment repair and general shop appearance and require that it be maintained.
- Schedule preventive maintenance of shop equipment.
- Organize and maintain proper use of the service department’s designated parking areas.
- Analyze and eliminate practices that waste supplies, utilities, space and time.
- Hold regular meetings for service staff to discuss various matters.
