TECHNICIAN

Principal Duties and Responsibilities:

• Effectively handles and implements changes in Service Department.
• Listens to and supports new ideas and approaches; adapts to change quickly.
• Maintains composure when faced with multiple demands.
• Meets or exceeds flat rate time allowances.

Additional Duties and Responsibilities:

• Successfully performs overlapping tasks.

Managing Complexity

Principal Duties and Responsibilities:

• Prioritizes work to meet demands and customer needs.
• Makes decisions regarding repair options; asks for assistance as necessary.
• Completes repair orders within specified time frame and alerts appropriate personnel if delayed.

Additional Duties and Responsibilities:

• Takes necessary steps to minimize time spent waiting for parts.
• Coordinates with Parts Department to ensure parts are available to complete repair.

Understanding and Using Business Knowledge

Principal Duties and Responsibilities:

• Performs preventive maintenance, cleaning, and repairs on dealership tools and equipment; ensures facility is clean and organized at all times.
• Performs factory warranty repairs according to established procedures.
• Follows all hazardous waste and OSHA safety regulations and company policies.

Additional Duties and Responsibilities:

• Utilizes technical assistance (e.g., Technical Support Systems Guide, Hotlines, OASIS, SBDS, other.)
• Stays up-to-date on the latest technical services through training, bulletins, campaigns, etc.
• Acquires necessary training as required.

Applying the Basics

Principal Duties and Responsibilities:

• Reviews and evaluates service write-up to determine if additional information is necessary and what type of diagnosis is needed.
• Uses computer to look up part availability and repair orders.
• Uses manuals including diagrams as necessary to complete the repair order.
• Properly disposes of used parts and returns unused parts to the parts counterperson.
• Completes time ticket correctly.
• Uses diagnostic procedure to identify the symptoms of the problem, the conditions under which they occur, the OASIS symptom codes that are appropriate for the symptoms listed as well as how often the symptoms occur.

Additional Duties and Responsibilities:

• Follows safety rules and regulations.
• Completes warranty repair orders according to policy.
• Returns special tools and reference materials to their designated locations.

Responsible for other duties as assigned and/or required by business need.

SKILL REQUIREMENTS

Skills required to perform principal/additional duties and responsibilities:

Achieving High Standards focuses on ensuring customer satisfaction, getting results, displaying professionalism, and maintaining awareness to details. This includes understanding the importance of serving the customer and anticipating their needs, being a self-starter, consistently achieving or exceeding goals, showing concern for all aspects of the job, monitoring activities over time and following ethical standards set by the company.

Working Effectively with Others focuses on valuing teamwork, listening, speaking and writing effectively, and influencing customers. This includes being aware of the impact of ones own behavior on others, using active listening skills to demonstrate understanding and sensitivity, adjusting explanations for different audiences to ensure understanding, expressing ideas clearly and organizing them in a logical and concise form, and persuading others to change their opinion based on the information that one provides.

Handling Pressure focuses on adapting to change, maintaining composure, resolving conflicts, and multi-tasking. This includes the willingness and ability to change work practices or priorities in response to changing conditions, maintaining performance under stress or opposition, maintaining quality while shifting back and forth between two or more activities, remaining sensitive to time deadlines and conflict situations, and settling disagreements by objectively analyzing viewpoints.

Managing Complexity focuses on planning and prioritizing, problem solving, and making decisions. This includes re-evaluating priorities and re-organizing workload to meet demands, identifying problems, determining relationship between cause and effect and examining information from different sources to formulate the best course of action.

Applying the Basics focuses on referencing written information, applying basic math skills, using computer systems, following and learning new procedures, maintaining awareness of and following safety procedures, and troubleshooting problems. This includes understanding information gathered from written text, diagrams and graphs; solving arithmetic problems; using computer systems to access and input information; and being able to locate and identify problems encountered on the job.

Understanding and Using Business Knowledge focuses on applying technical knowledge, updating necessary training and certifications, and using knowledge of dealership operations. This includes the ability to apply the appropriate technical knowledge necessary to complete automotive repairs and services. This involves understanding and applying appropriate technical knowledge and experience to perform automotive services including maintenance, diagnosis and repair, and installation effectively using dealership resources, such as tools, electronic and driveability equipment, to perform the job. Other skills include assisting in controlling costs and executing dealership policies and procedures to ensure customer loyalty.

EDUCATION/CERTIFICATION REQUIREMENTS

Education, training and/or state/national certifications should clearly demonstrate the possession of the knowledge and skills stated above.

• High School degree or equivalent preferred
• Other certifications or licenses as required by state law
• Drivers license
• ASE certification preferred in one or more of the following areas:

EXPERIENCE

• Minimum 2 years experience in automotive repair or service; 4 or more years preferred
• Tools required to perform repairs and services

PHYSICAL REQUIREMENTS: WORKING CONDITIONS: