Service Supervisor/Service Technician

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 SUMMARY: Provides automotive services by performing inspections, repairs, maintenance, and installations efficiently, safely and according to Ford's quality and time standards. Complies with Ford and dealership's safety and environmental programs and practices. Automotive services may include, but are not limited to driveability, suspensions, alignments, steering, heating and air conditioning, basic and ABS brakes and exhaust systems.

DUTIES AND RESPONSIBILITIES:

• Promotes dealership by presenting professional image, positive attitude, and clean work area.
• Suggests additional work that is needed to the Service Advisor or Shop Foreman so the customer may be notified.
• Completes service and repair assignments correctly, to pass quality inspections or test drives.
• Collects all necessary information before requesting parts (e.g., model year, etc.).
• Maintains tools; keeps tools in good working order.
• Notifies shop foreman and service advisor if delays are expected.
• Maintains cleanliness of the customer's vehicle.
• Submits all documents promptly.
• Promotes a productive working relationship with others.
• Actively listens to concerns; takes action to respond to others' needs.
• Speaks clearly, concisely, and effectively.
• Provides clear and legible record of service completed for both customer and dealership use.
• Has an approachable style; fosters open communication through active listening.
• Assists Service Advisors, if necessary, to explain completed repairs to a customer.
• Assists other technicians when needed.
• Effectively handles and implements changes in Service Department.
• Listens to and supports new ideas and approaches; adapts to change quickly.
• Maintains composure when faced with multiple demands.
• Meets or exceeds flat rate time allowances.
• Successfully performs overlapping tasks.
• Prioritizes work to meet demands and customer needs.
• Makes decisions regarding repair options; asks for assistance as necessary.
• Completes repair orders within specified time frame and alerts appropriate personnel if delayed.
• Takes necessary steps to minimize time spent waiting for parts.
• Coordinates with Parts Department to ensure parts are available to complete repair.
• Performs preventive maintenance, cleaning, and repairs on dealership tools and equipment; ensures facility is clean and organized at all times.
• Performs factory warranty repairs according to established procedures.
• Follows all hazardous waste and safety regulations and company policies.

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.