- Greet clients as they enter the dealership and offers hospitality - Determine clients’ needs, and locate appropriate member to assist - Introduce client to appropriate member - Know and understand the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction - Know and understand the s, and adhere to the requirements - Follow other administrative duties that may be assigned

Performs perpetual inventory Participates in Operational Store & Department Planning Creates annual budgets Reconciles daily parts invoices Tracks the gross sales of the parts department on a daily basis 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 on a monthly basis 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 Holds weekly department meetings Attends weekly manager meetings

- Assists technicians by providing technical information derived through the study of manuals and bulletins, training, communications with factory service representatives, and hands-on experience - Maximizes training opportunities for technicians through on-the-job training program - Interacts with factory representatives for both training and problem solving - Maintains shop equipment, coordinating repairs, and advises management of new equipment needs - Reviews the results of technicians performing unfamiliar diagnosis procedures - Diagnoses and test drives vehicles when the service lane activity is high - Assists Assistant Service Managers (ASMs) with diagnosis requirements when needed - Administrates pay for technical staff in cooperation with the payroll department - Meets with team leaders, reviewing group performance, contributing to goals, and addressing management and administrative issues - Authorizes warranty repairs - Supervises facility maintenance ensuring cleanliness and shop safety - Administers quality control inspections on vehicles requiring major repairs, new vehicles brought in for service within six months of its delivery date, or having work performed by a technician who is unfamiliar with repair operations made to vehicle - Ensures compliance with OSHA regulations, procedures and requirements - Monitors time card system, designing work schedules, and administering instructions or reprimands as needed - Assists in the recruitment of technicians - Monitors manufacturer's technical certification program, ensuring that technicians have the opportunity to qualify through the highest possible scores - Conducts annual performance reviews - Knows and understands the Client Concern Resolution (CCR) process, and use the program to achieve client satisfaction - Knows and understands the Avondale and Information Security Policies, and adhere to the requirements

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

- Manages the improvement and execution of Internet Sales Process and Experience at the assigned Avondale Dealership. - Coaches Internet SEMs/SEMs in conjunction with Sales Managers to ensure proper and consistent execution of Internet Sales Process and One Touch Sales Process. - Consistently conducts internet process, technology and product training; maintains a department training calendar/schedule - Prepares development plans as needed for Internet SEMs and documents activities and progress Listens to phone calls and reviews Internet SEMs/SEMs communication daily; coaches team members - Works with vendor partners, eCommerce Director, and Business Development Managers to fully master the technology used in the eCommerce process (Momentum, Conversica, IPacket, etc.) - Creates and executes strategies for increasing market share via online sales (in partnership with Marketing, eCommerce Director, and Sales Directors) - Tracks appointments, closing ratios, lead response time, quality of response, I-SEM/SEM production, technology engagement and reports the results to the Sales Directors and General Manager (GM) monthly - Is aware of and is prepared for all internet related appointments set by Internet SEMs/SEMs - Ensures that all SEMs and Managers are prepared for internet related appointments - Conducts follow-up communication for engaged and unsold internet leads - Desks deals for internet leads as needed - Ensures that Internet SEMs/SEMs prospect their own database of clients and do not solely rely on inbound internet leads - Monitors online merchandising and executes timely photographs and descriptions; partners with Photo Vendor regularly - Partners with the Marketing team to align corporate digital messaging & strategies with initiatives at the store level - Protects the dealership from fraudulent activity and ensures the integrity of running an ethical business. - Remains compliant with state and federal regulations. Federal regulations such as but not limited to: OFAC, Red Flag, Adverse Actions, and Risk Based Pricing Rules - Maintains professional relationships with clients, corporate departments, manufacturers, vendors, and lead providers - Attends dealership and department meetings as appropriate - Adheres to the requirements of the Avondale Privacy and Information Security Policies

Event Coordination and Support   - Manages on-site Events to include overseeing of vendor arrivals, set up and tear down. - Inspects and maintains event kits and coordinates the distribution and collection of event kits pre and post events. - Coordinates directly with General Managers, Sales Directors, and Porters to ensure proper vehicle display and member support of events and community sponsorships. - Evaluates event success in partnership with Director and notes what can improve in the future - Manages event and community engagement progress and measurables Communications & Sponsorships - Produces and deploys event marketing materials like invitations, pre and post email communications, etc. using Canva, In Design through other platforms i.e., Momentum, CRM, Volie, and similar. - Implements marketing strategies to include but not limited to events and sponsorships. - Manages communications to questions regarding marketing activities and initiatives. - Manages communications to partner, vendor and guest inquiries and, identifies issues and resolves problems or refers to supervisor as appropriate. - Oversees initial sponsorship requests and helps determine next steps or responds with decline to participate communications. - Coordinates project management on our integrated platforms. This includes updating projects on our communication and events calendars. Marketing Coop and Compliance - Works with the Experiential Director to manage the manufacturer coop compliance requirements. Will oversee OEM Compliance preapprovals, post event data to manufacturer specifications and on deadline. - Performs and manages complex administrative tasks relating to marketing initiatives. - Pays specific attention to event contracts in partnership with Director   Other - Works collaboratively with internal and external clients. - Ensures that marketing event details and materials align with the brand strategy and messaging - Stays within event budget and guidelines - Willingness to work nights and weekends at events and community activations

Locates loan cars for clients Enters loan car data, license, and insurance information into the computer and creates contract, or loan car agreement with all required information Prepares loan car reports and tracks whereabouts and turnover time on loan car vehicles every day and discusses with ASM Provides Client Care Center with availability list and ASM’s Updates client data base as needed Contacts vendors, e.g. "Enterprise" and "AutoRent" when short of cars to loan Checks-in returned cars, inspects for damage, secures mileage and closes agreement Arranges for repairs of damaged or malfunctioning cars Monitors mileage and arranges maintenance of loan car vehicles at required mileage intervals Faxes TXDL #s and insurance information to outside vendors Ensures that cars are clean and operable before delivery to client Knows and understands the Client Concern Resolution (CCR) process, and utilize the program to achieve client satisfaction 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

Achieving Results in connection with Core Values • Demonstrates behaviors consistent with the Company’s Values in all interactions with clients, coworkers, OEM partners, and vendors • Helps to set monthly and annual objectives/forecasts for sales and profit for the service departments (7 controllables) • Tracks revenue, sales, and production performance with comparisons to objectives daily; is accountable for achieving the budgeted financial goals while driving the right member behaviors. • Ensures that the service team meets all customer satisfaction (CSI / 5-star / JD Powers, etc.) goals and the available OEM partner money associated with it. Process Execution • Leads team to execute all processes • Partners with Fixed Operations Director and General Manager to develop client service satisfaction strategies and drive implementation of these strategies towards achievement of client service objectives. • Ensures synergy and alignment between all service departments with vendors/purchasing, processes, pricing, training, and technology • Works with Parts Managers to support inventory levels, turn rates, obsolete parts, etc. • Supports variable operations service drive sales strategies and internal recon and photo process Training & Development • Reviews each department manager's performance and mentors them towards reaching their potential; establishes and monitors goals for member/manager development programs. This includes Service Manager(s) and Shop Foreman, etc. • Partners with Shop Foreman to ensure that Technicians are progressing to reach training and development needs, necessary certifications, minimum weekly hours goals (43+) and more. • Ensures that Shop Culture is thriving and that Technicians & Team Leaders are cared for and supported. • Helps to determine both short- and long-term staffing and hiring requirements for fixed operations through collaboration with Fixed Ops. Director and General Manager. • Develops plans and training to align ASMs results to department goals. Selling with integrity to reach 4+ Hours/RO || 2.5 Items/RO and maximize all sales opportunities. • Understands and complies with federal, state and local regulations that affect service department operations, such as OSHA, KPA, etc. and leads staff to attend training as needed Collaboration • Analyzes and reviews monthly and weekly reports / scorecards with General Manager and Fixed Operations Director (as needed) • Partners with Marketing and BDC to drive more traffic through effective appointment setting strategies, service specials, recall or campaign lists, and conquest business • Collaborates to establish written departmental policies and procedures as needed • Works to connect the ASMS to the Team Leaders and Technicians, ensuring true full circle collaboration for the greater good of the client and business • Oversees the warranty and booking department members for their brand to ensure that the team is providing accurate submissions of warranty claims and proper completion of repair order processing Other • Knows and understands the Avondale Privacy and Information Security Policies, and adheres to the requirements • Attends daily and weekly meetings as needed • Other duties as assigned

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 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

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

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

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

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  

Operating knowledge in measuring systems Celette and Car-O-Liner Diagnoses and repairs unibody structural damage Diagnoses and repairs full frame vehicles Replaces and repairs body panels  Replaces damaged wiring harnesses, or reinstalls harnesses after body repair Removes and reinstalls interiors Knows and understands the Avondale Privacy and Information Security Policies, and adhere to the requirements