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Determines needs and specify part accurately
Creates and modifies purchase order and issue to appropriate vendor to order parts
Records warranty parts returned
Creates special ordered parts on dealership computer system and notifies ASM, Technician or client upon receipt
Reviews special order parts tracking
Processes and closes open invoices
Compares invoices against requisitions to verify quality and quantity of merchandise received
Keep records of outside purchases, parts received and issued
Process Execution
- Learn and implement the Avondale One Touch Sales Process
- Learn and utilize Auto Alert to prospect for opportunities within SEM’s client base
- Learn and conduct deliveries (including off-site deliveries)
- Learn and perform product presentations
- Maintain and perform the online photo process for new and pre-owned inventory daily
- Create and maintain on-line vehicle descriptions daily at the direction of the E-Commerce Mgr/Director
Learning Products/Product Knowledge
- Maintain a thorough knowledge of the inventory
- Maintain a thorough knowledge of the product including technical specifications, exterior color options, interior trim options, optional and standard equipment and competitive advantages.
Departmental Assistance
- Pull cars from inventory
- Greet SEM’s clients when necessary
- Assists with appraisal of trade-ins
- Get cars ready for deliveries (which includes taking cars to make ready/prep center, cleaning, and filling gas)
- Transport cars to offsite locations (including for dealer trades)
- Knows and understands the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction
- Knows and understands the Avondale Privacy and Information Security Policies, and adhere to all applicable requirements
- Execute client prospecting at direction of E-Commerce Mgr/Director
- Assist E-Commerce Dept, Mgr/Dir in department and team initiatives
- Attends weekly department meetings
Greets clients and escorts client to appropriate member
Parks cars in designated areas
Retrieves cars for clients
Finds and installs license plates
Replaces vehicle bulbs
Notifies Estimator if client is waiting
Keeps service drive free of vehicles and clean and clear of debris
Maintains strict adherence to dealership policy on client vehicle care and operation
Helps clients transfer luggage or packages between cars
Assists techs in moving inoperable vehicles
Alerts Manager to any damage to clients’ vehicles
Drives clients to requested destination as needed
Greets clients and escorts client to appropriate member
Parks cars in designated areas
Retrieves cars for clients
Finds and installs license plates
Replaces vehicle bulbs
Notifies Service Advisor if client is waiting
Keeps service drive free of vehicles and clean and clear of debris
Maintains strict adherence to dealership policy on client vehicle care and operation
Helps clients transfer luggage or packages between cars
Assists techs in moving inoperable vehicles
Alerts Manager to any damage to clients’ vehicles
Drives clients to requested destination as needed
Learn and implements the Avondale Process (One Touch)
Learn and utilize Auto Alert to prospect for opportunities within SEM’s client base
Learn and conduct deliveries (including off-site deliveries)
Learn and perform product presentations
Maintain a thorough knowledge of the inventory
Maintain a thorough knowledge of the product including: technical specifications, exterior color options, interior trim options, optional and standard equipment and competitive advantages.
Pull cars from inventory
Greet SEM’s clients when necessary
Assists with appraisal of trade-ins
Get cars ready for deliveries (which includes taking cars to make ready/prep center, cleaning, and filling gas)
Transport cars to offsite locations (including for dealer trades)
Attends weekly department meetings
Other duties may be assigned
Ascertains the needs of clients, collecting information necessary for service or repair diagnosis
Provides clients with an accurate estimate of repair or maintenance costs, and/or a minimal diagnostic fee with explanation of associated costs
Writes Repair Orders, detailing problems and pertinent information, and secure clients’ signature for authorization of repair or service
Informs clients of repair diagnosis, sell repairs and services needed or required for proper operation
Sells and manages extended warranties and complete required documentation
Inspects quality of vehicles following repairs of service to verify that all authorized work is performed and performed properly in the effort to reduce rechecks
Follows up progress of each repair order during the day and contact clients by phone or e-mail twice daily to notify them of any changes to the status or estimated time of completion of their repair, and document changes on repair order
Notifies clients when repairs are completed and vehicle is ready for delivery
Reviews and explains repairs and associated costs with client upon completion of service
Documents verbal, in person, and written approvals on repair orders and add-on sales
Maintains a readable status sheet (route sheet) of carryover vehicles and status of clients in for repairs
Maintains a record of status of special order parts
Maintains required Customer Satisfaction Index (CSI) rating in accordance with dealership standards
Maintains required hours per repair order (HPR) in accordance with dealership standards
Creates repair orders for each vehicle
Writes Repair orders for new cars and conducts pre-delivery inspections for new and pre-owned vehicles
Tracks open repair orders on new and pre-owned vehicles
Collects repair orders (ROs) from pre-owned managers for approval
Verifies that deliveries are timely
Tracks make-ready and porters
Communicates status of vehicles to Make Ready Manager
Coordinates repairs from external vendors and issues purchase orders as needed
Obtains proper management authorization for any and all charges to policy account
Books, flags, and close internal repair orders
Attaches work orders and supporting documentation to final invoices
Monitors key tracking system
Knows and understands the Client Concern Resolution (CCR) process, and utilize the program to achieve client satisfaction
Keeps demos/inventory prepared to show clients
Pulls cars from inventory when needed
Fills deliveries and/or demos with gas
Washes demos and inventory as needed
Takes sold inventory to make ready/prep center
Keeps all cars showroom clean
Transports cars to clients or to offsite locations for additional work
Helps perform physical inventory monthly
Knows and understands the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction
Knows and understands the Avondale Privacy and Information Security Policies, and adhere to the requirements
Attends weekly department meetings
Other duties may be assigned
The Service Director will also be responsible for understanding and being able to assist with all of the functions of Service Manager
Sets monthly and annual objectives/forecasts for sales and profit for the service, departments
Establishes and maintains systems for tracking sales and production performance with comparison to objectives on a daily basis
Determines both short and long term staffing requirements for the service department
Establishes and monitors goals for member development programs
Sets client satisfaction index goals and coordinate plans for their attainment
Works with Parts Manager to ensure proper inventory levels
Participates in Operational Planning
Establishes written departmental policies and procedures including, but not limited to: hiring practices, hours of operation, pay plans and pay levels, written job descriptions, member training, standards of performance, member records, member motivation, plant and equipment maintenance, discipline, fringe benefits, and security
Reviews each department manager's performance
Monitors proper organization of paperwork
Schedules training for Service Department office staff
Helps ensure that all technical publications, e.g. manuals, bulletins, etc., are kept current
Helps review and distribute technical and warranty bulletins
Stays abreast of all manufacturer's warranty policies and procedures
Schedules and assist in conducting monthly Service Department meetings
Completes month-end reporting
Runs reports to gather information for Technician payroll
Runs reports to gather information for service operations and tracking
Runs reports daily for Technician production reports
Assists in the cross-training of staff
Administrates pay for Service Department office staff in cooperation with payroll
Assists Service Manager and Service Director in resolving client issues
Performs perpetual inventory
Participates in Operational Store & Department Planning
Creates annual budgets
Reconciles daily parts invoices
Tracks the gross sales of the parts department daily
Reconciles and report shortages and/or damages
Reconciles parts/warranty returns report
Provides on the job training for parts department members
Compiles and analyzes monthly management reports
Maintains tight control over parts inventory
Ensures the quality of customer service provided by the parts department
Coordinates parts marketing
Calculates and submits the obsolescence report monthly
Understands and abides by Manufacturer policies and procedures relevant to parts department
Promotes and fosters healthy mutual relationship with manufacturers
Ensures proper mark ups and margins are set up properly
Work directly with Service Management team to ensure proper partnership with all Fixed Operations Staff
Holds weekly department meetings
Attends weekly manager meetings
Must be able to drive and operate vehicle
Greets clients and educate them on the repair process
Examines damaged vehicles for dents, scratches, broken glass, and other damage requiring repair, replacement, or repainting, for related and unrelated accident damage
Examines interior for evidence of fire, water, or other damage
Determines feasibility of repair or replacement of parts, such as bumpers, fenders, and doors
Estimates cost of mechanical, electrical, or other repairs
Computes cost of replacement parts and labor to restore vehicle to condition specified by client
Prepares and explains itemized estimate to clients and work order for each vehicle
Obtains required signatures and authorizations for repairs
Negotiates with the insurance company on repair claim costs
Schedules and coordinates repairs with technicians
Notifies the client when repairs are completed and the vehicle is ready for delivery
Keeps clients informed of progress every other day
Orders parts on repairs, in cooperation with technicians
Reviews supplemental damage with technicians and insurance adjusters
Oversees vehicle repair throughout the repair process
Keeps clients informed of repair status with updates given at client’s request
Quality inspects the vehicle following repairs to verify that repairs have been done properly
Handles telephone calls regarding vehicle status
Updates Body Shop Manager daily on car status
Allocates the work to the body and paint techs on a fair basis and in such a manner to ensure a smooth flow of work to each technician
Washes, waxes, and buffs vehicles, dress wheels and tires
Vacuums interiors and trunks
Cleans all glass components thoroughly
Inspects and cleans engine compartment
Operates car wash where available
Removes "sticker" tape and glue on vehicles to be delivered
Maintains strict adherence to dealership policy on client vehicle care and operation
Assures that every complete job, whether pre-delivery or customer pay meets dealership standards 100% of the time
Inspects new car inventory to assure that the appearance of these vehicles meets dealership standards 100% of the time
Inspects cars for damage and/body work and report any damage to management
Works to meet deadlines and/or client promise times; and keeps key members informed of progress
Prospect for new and current clients.
Learn and utilizes all company provided software including the Client Relationship Management (CRM) system and Auto Alert.
Work in partnership with the F&I Team to resolve any outstanding contracts or incomplete deals.
Follow up with clients and prospective clients in a timely fashion.
Sell finance products, and have clients sign all the paperwork to complete the deal.
Be accountable for departmental performance standards, including but not limited to; “Customer Service Index”, “Gross Average”, “Finance & Lease” and vehicles sold.
Understand and adheres to the Avondale “One Touch” Sales Process.
Utilize all Avondale and manufacturer required tools, software and processes to meet and/or exceed set standards.
Know and understand the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction.
Must be able to drive and operate vehicle
Washes, waxes, and buffs vehicles, dress wheels and tires
Vacuums interiors and trunks
Cleans all glass components thoroughly
Inspects and cleans engine compartment
Operates car wash where available
Maintains strict adherence to dealership policy on client vehicle care and operation
Knows and understands the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction
Greets clients and escorts client to appropriate member
Parks cars in designated areas
Retrieves cars for clients
Finds and installs license plates
Replaces vehicle bulbs
Notifies Service Advisor if client is waiting
Keeps service drive free of vehicles and clean and clear of debris
Maintains strict adherence to dealership policy on client vehicle care and operation
Helps clients transfer luggage or packages between cars
Assists techs in moving inoperable vehicles
Alerts Manager to any damage to clients’ vehicles
Drives clients to requested destination as needed
-As a Sales Experience Manager, you will oversee the client’s vehicle selection process and overall transaction while being truly empowered to communicate pricing and lending options. We call it, “One Touch.”
-Sell the world’s most exciting automobiles to our qualified and engaging clientele.
-Prospect for new and current clients within a vast database.
-Be rewarded financially for selling finance & protection products that support the client’s ownership journey.
-Utilize all Avondale and manufacturer required tools, software, training and processes to meet and/or exceed standards.
-Deliver an excellent experience to Avondale clients.
-Assist clients with the handover of their vehicle.
Must be able to drive and operate vehicle
Examines vehicle, diagnoses and, if needed, discusses with the Shop Foreman, Team Leader, or ASM as to the nature and extent of damage or malfunction
Plans work procedure in cooperation with the Shop Foreman/Team Leader
Monitors repair time and updates ASM on status often for client vehicles left for service, and for waiting clients
Maintains strict adherence to dealership policy on internal vehicle care and operation
Completes story, or documentation for vehicle repairs
Attends company and factory training
Keeps current with factory technical bulletins
Knows and understands the Avondale Privacy and Information Security Policy, and adhere to its requirements
Must be able to drive and operate vehicle
Examines vehicle, diagnoses and, if needed, discusses with the Shop Foreman, Team Leader, or ASM as to the nature and extent of damage or malfunction
Plans work procedure in cooperation with the Shop Foreman/Team Leader
Monitors repair time and updates ASM on status often for client vehicles left for service, and for waiting clients
Maintains strict adherence to dealership policy on internal vehicle care and operation
Completes story, or documentation for vehicle repairs
Attends company and factory training
Keeps current with factory technical bulletins
Knows and understands the Avondale Privacy and Information Security Policy, and adhere to its requirements
Must be able to drive and operate vehicle
Examines vehicle, diagnoses and, if needed discusses with the Shop Foreman, or ASM as to the nature and extent of damage or malfunction
Communicates labor time estimates and additional service requests to the ASM for communication to client
Plans work procedure in cooperation with the Shop Foreman
Monitors repair time and updates ASM on status often for client vehicles left for service, and for waiting clients
Maintains strict adherence to dealership policy on client vehicle care and operation
Completes story, or documentation for client repairs
Assists Technician Trainees
Attends company and factory training
Keeps current with factory technical bulletins
Knows and understands the Avondale Privacy and Information Security Policy, and adhere to its requirements