- 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

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

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

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