Service Supervisor

JOB SUMMARY: Supervises Technicians and Service Advisors to ensure that customers' needs are met and vehicles are fixed right the first time. Responsible for day-to-day activities of the Service Department, including coaching and training, planning and managing inventory, supplies, and equipment, and providing technical information and customer service.

DUTIES AND RESPONSIBILITIES:

• Ensures high quality service and repairs are provided to every customer; maintains a clean, professional environment.
• Maintains high ethical standards in daily activities.
• Provides technical information and assists Technicians to ensure proper diagnoses of difficult problems.
• Implements processes and standards to ensure customer satisfaction and efficient and effective Service Department operation.
• Monitors the flow of work in the Service Department and intervenes as needed to ensure work is accomplished.
• Works with Service Advisor to ensure customer satisfaction.
• Builds productive working relationships through clear communications.
• Has an approachable style; fosters open communication through active listening.
• Generates pride and commitment within the Service Department; works with and provides training for the Technicians' development.
• Speaks clearly, concisely, and effectively.
• Follows up with customers to ensure they are satisfied with service.
• Promotes cooperation and teamwork across departmental boundaries.
• Builds a winning team by recruiting, hiring, training, coaching, evaluating, motivating, and rewarding Service Department employees.
• Evaluates employee performance regularly, providing feedback, training, and career guidance as necessary.
• Ensures employees attend training programs to gain required skills and/or certifications.
• Delegates work as requested to ensure customer satisfaction while developing employee skills.
• Ensures a positive working environment for employees.
• Develops a team atmosphere within the Service Department.
• Solicits, encourages, and implements innovative methods/ideas to improve service and performance.
• Resolves internal conflicts among employees in the Service Department.
• Prioritizes work to ensure all deadlines are met.
• Handles customer complaints that require management's attention.
• Maintains quality inspection records.
• Analyzes productivity of Technicians.
• Reassigns work as necessary.
• Establishes processes and standards to ensure customer satisfaction and efficient and effective operations.
• Coordinates with Parts Department, Sales Department, Body Shop, General Manager, Ford Representatives, sublet vendors, and others to ensure effectiveness of the service process.
• Analyzes problems and establishes procedures to solve them.
• Develops marketing and merchandising plans and programs.
• Flags repair orders according to established procedures.
• Provides estimation of time for completion of each repair order.
• Maintains systems for tracking time spent on a job.
• Provides technical information and assistance to employees as needed.
• Utilizes quality control procedures to monitor quality of work.
• Implements new Ford and/or dealership systems.
• Maintains active professional affiliations and certifications.
• Keeps up to date on industry trends.
• Maintains Workshop Scheduling board.
• Uses computers to monitor daily operations.
• Applies information found in manuals, publications, and other documents.
• Utilizes new systems implemented by Ford or the dealership.
• Conducts quality checks on service work.
• Responsible for other duties as assigned and/or required by business need.

JOB QUALIFICATIONS:

1. College Level
2. Professional Driver's license
3. Automotive-related certification preferred.
4. General mechanical skills
5. At least 1 year in a supervisory position in an automotive repair facility is required.