Careers

SERVICE ADVISOR

Service Advisor Job Description

Reports to: Manager and Owner

Purpose & Objective:

The Service Advisor position is a very important to the success of our business being that you are the one working directly with the customers and the technicians to ensure the customer has a positive and satisfying experience throughout the entire process.

The primary job of this position is informing customers of the recommended services and repairs made by the technicians based on the customer’s needs, goals, and desires. This role also plays a large part in the administrative and customer service aspects of the business.

Job Responsibilities and Duties:

● Customer Service: Assist customers by answering questions and inquiries over the phone, via email, text message and in person. Checking customers in when they bring their vehicle in for service and checking them out when they are picking their vehicle up. Schedule appointments over the phone based on customer’s and shop availability. Communicate thoroughly with customers throughout the entire process of their vehicle’s repairs, whether that be through phone calls, text messaging (through the system), or email. Ask for reviews when vehicles are picked up.

● Sales: Sell repairs and services to customers based on their needs, goals and desires, with full honesty and integrity. Inform them of which repairs and services are priority based on safety and reliability of their vehicle, then work towards the maintenance items, based on their budget and goals for their vehicle. Schedule customer call backs on declined repairs by offering discounts to help them get those much-needed repairs taken care of sooner than later.

● Administrative: Help process part orders/returns, dispatch repairs/parts as needed under direction of shop manager. Maintain a clean and organized front office environment, this includes the customer lounge and restrooms.

● Other tasks: Fill in on tasks as needed to maintain the flow of the shop. Examples could be: running a shuttle, cleaning the bathroom, picking up a part, or any other task that can be safely completed as needed.

A LEVEL TECH

JOB TITLE: Automotive Technician Level A

DEPARTMENT: Shop

REPORTS TO: Owner/Manager

SUMMARY: The Automotive Technician A is responsible for understanding and completing routine repairs necessary for the repair of customer vehicles. This individual will perform general repair and diagnosis with no assistance. These repairs include but are not limited to light engine work, transmissions, clutches, driveshafts, electrical systems (starters and alternator), HVAC systems, steering and suspension systems, and shop cleanliness and organization.

DUTIES AND RESPONSIBILITIES:

Follow Safety Procedures: follow all company and common-sense safety practices, such as idling vehicles in well-vented area and ensure vehicle is in the right gear before starting.

Inspect for potential vehicle malfunctions for the purpose of determining needed vehicle repairs and/or replacements.

Perform basic maintenance on customer vehicles, such as light engine work, transmissions, clutches, driveshafts, electrical systems (starters and alternator), HVAC systems, steering and suspension systems, change engine oil, oil filter, cabin air filter, engine air filter, wiper blades and tires.

Ensure documentation is filled out correctly, including customer service reminder decals, repair order vehicle miles out, any consumables used in addition to items on repair order.

Maintain and Inspect shop equipment for the purpose of ensuring the availability of equipment in safe operating condition.

Responds to emergency situations for the purpose of resolving immediate safety concerns.

Maintains tools and/or equipment for the purpose of ensuring the availability of equipment in safe operating condition.

Report for work as scheduled or as needed on time and every time.

Performs all other duties as assigned.

QUALIFICATIONS:

Automotive Service Excellence (ASE) certifications A1-A9 heavily preferred

High school diploma or general education degree (GED), or three to five years related experience and/or training, or equivalent combination of education and experience.

Make accurate use of the multi-point inspection form on each vehicle

Document all work performed and recommended on assigned repair order

Communicate with service advisor when additional work is needed or if repairs cannot be completed within the promised time

Maintain technician proficiency as specified by ASE standards

Conduct road test to determine work needed and to confirm work was successfully completed when necessary and practical

Perform all levels of diagnosis and repair on vehicles

Perform all levels of preventive/routine maintenance services

Utilize product and technical training as assigned by the management

Complete the work, notations, and time-keeping necessary to the successful completion of warranty repair orders and the filing of warranty claims

Report to management any situation or condition that would jeopardize the safety, welfare, or integrity of the dealership, its customers, or employees

Take care to ensure that customer s vehicles are returned to them as clean as they were prior to being serviced

Understand and complete required training for compliance with federal, state, and local regulations, such as hazardous waste disposal, OSHA Right-to-Know, etc.

Comply with all federal, state, and local laws, as well as company policy, regarding safeguarding all customer vehicles, property, and information

Manufacturer certifications heavily preferred

Previous automotive technician experience required

Must have basic tools

Must have great technical and mechanical skills

Must be a team player and can work repetitively on complex tasks

Must be a minimum of eighteen years of age

Must have a valid driver’s license

Must be able to pass pre-employment screening (background & drug test)

Ability to add, subtract, multiply and divide all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Experience or knowledge in the automotive field.

Ability to perform multiple, complex technical tasks with a need to occasionally upgrade skills to meet changing job conditions.

Operating equipment used in maintenance and repair.

Excellent communication skills.

Positive attitude, high energy and able to manage multiple tasks.

COMPETENCIES:

Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

People Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

Continually required to stand, walk, and sit.

Continually required to use hands and fingers.

Continually required to bend, stoop, kneel and crawl.

Continually required to talk or hear.

Occasionally required to lift weights up to fifty pounds.

Occasionally required to carry weights up to twenty-five pounds.

Continuous exposure to moving mechanical parts

Continuous exposure to fumes, airborne particles, or toxic chemicals

Continuous exposure to outside weather conditions

Continuous exposure to extreme heat (non-weather).

Continuous risk of electric shock.

The noise level in the work environment usually is very loud.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

B LEVEL TECH

JOB TITLE: Automotive Technician Level B

DEPARTMENT: Shop

REPORTS TO: Owner/Manager

SUMMARY: The Automotive Technician B is responsible for understanding and completing routine repairs necessary for the repair of customer vehicles. This individual will perform general repair and diagnosis with some assistance. These repairs include but are not limited to light engine work, transmissions, clutches, driveshafts, electrical systems (starters and alternator), HVAC systems, steering and suspension systems, and shop cleanliness and organization.