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Service Team Lead

1 month ago

Grand Island, United States Maguire Automotive Group Full time
Job DescriptionJob Description

Job Summary:

Ensures that repairs are performed correctly and efficiently by qualified technicians and that the service department maintains a consistently high level of customer satisfaction.

Essential Job Duties and Responsibilities: (Additional duties as assigned)

  • Recruits, hires, and motivates qualified service technicians.
  • Assists technicians in developing their skills.
  • Understands, keeps abreast of, and complies with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc.
  • Understands and ensures compliance with manufacturer warranty and policy procedures.
  • Ensures that all department employees receive appropriate manufacturer training.
  • Conducts regular performance reviews for all technicians in accordance with dealership guidelines.
  • Ensures that all repairs are assigned to technicians in an equal and fair manner.
  • Provides technical support for technicians when necessary.
  • Ensures repairs are charged out correctly.
  • Checks progress of each repair order throughout the day.
  • Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
  • Road tests vehicles to quality-check work performed.
  • Accounts for all documents; ensures that none are missing, and all are processed correctly.
  • Establishes and maintains customer follow-up program to confirm satisfaction with the service experience.
  • Handles all customer complaints within 24 hours, informing other managers as appropriate.
  • Manages department performance using tools such as the daily operating control (DOC), efficiency and productivity control, comeback reports, warranty reports, telephone surveys and monthly forecasts.
  • Monitors technicians' daily productivity reports and corresponding payroll records.
  • Monitors shop condition, including cleanliness, safety, and the condition of shop equipment. Reports problems to the service manager or dealer.
  • Ensures the proper care, storage, and inventory of special tools.
  • Keeps abreast of new equipment and tools available and recommends purchases.
  • Fills in for service advisor and dispatcher when necessary.
  • Attends managers meetings as requested.
  • Strives for harmony and teamwork within the department and with all other departments.
  • Maintains safe work environment.

Required Experience and Education:

  • High School Diploma or GED (General Education Diploma)
  • One year dealership experience required.

Additional Requirements:

  • Valid New York State Driver License.

Required Skills and Attributes:

  • Must have strong team management and interpersonal skills.
  • Ability to prioritize and organize work in a multitasked environment.
  • Excellent verbal and written communication skills.
  • Attention to detail.
  • Strong organizational skills including the ability to manage multiple tasks and details simultaneously.
  • Strong analytical ability to gather and summarize data, find solutions to various administrative problems, and prioritize work.
  • Ability to work productively in a fast paced, stressful environment.

Equipment, Machines and Software Used:

  • Computer software: Microsoft Office to include Word, Outlook, Excel, and CDK.

Physical and Mental Requirements:

  • Ability to sit, stand, walk, talk, hear, use hands to finger, grasp, handle or feel, push, pull, reach, crouch, bend, kneel, climb, and perform repetitive motions of the hands and/or wrists.
  • Will stand and move throughout the dealership facility (lot, showroom, service department, offices) for most of the shift. Will spend time outdoors showing vehicles to prospective customers and to drive vehicles in traffic during test drives.

Physical Exertion:

  • Exerts up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently to lift, carry, push, pull, or otherwise move objects.
  • Light exertion can involve sitting, walking and/or standing most of the time.

Environmental Conditions:

  • Work is performed in a dealership setting (lot, showroom, service department and offices).
  • Occasional weekend and evening hours are required.

Hazards and Safety Precautions:

  • Hazards: Slips, trips and falls, ergonomic injuries, and occasional lifting.
  • Safety Precautions: Breaks are encouraged to allow for stretching and training is provided covering slips, trips, and falls, safe lifting and stretching techniques.
Disclaimer:

  • All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
  • This job description in no way states or implies that these are the only duties to be performed by the employee(s) occupying this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor.
  • The dealership reserves the right to add to or revise an employee's job duties at any time at its sole discretion.
  • This document does not create an employment contract, implied or otherwise, other than an “at will” employment relationship.