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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
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
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
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
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
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
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
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
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