Automotive Service Writer

TEAM SERVICE MANAGER JOB FUNCTION –

Service Manager Overview:

To act as the liaison between the customer and the technician, representing the dealership in a professional manner. It is understood that the TSM represents the image of the company through consistent service contact with the customer and technician, and must present a positive attitude at all times.

Responsibilities:

A professional appearance including standard uniform with proper identification is maintained. No tattoos showing - groomed to company standards. Desk & office areas are clean and organized. Complete and legible R/O write-up, completely filling out the Pre-Write, is done:

A. Updated or new name, address, phone number(s) & Email address.

B. Vehicle identification and license number. C. Year, make, model, and mileage in.

D. Delivery mileage and date.

E. Terms of payment.

F. Document complaint including what, when, where, who, how long, and been worked on before on Repair Authorization.

G. Identify comeback situation in writing, including previous repair order no.

H. Tag all keys properly.

I. Get authorization to perform the Multi-Point Inspection.

Every vehicle is inspected during the reception process including body/glass damage, tire wear & wiper condition and all other information per our TSM training.. All information noted on back of hard copy and initialed by customer

Customers are provided with an estimate of repair costs including parts and labor, after complete problem identification (and verification) at the vehicle.

When additional repairs are needed, or a time promise must be changed, the customer is contacted and the authorization documented.

A specific time promise is documented (including waiters) for each R/O. If customer is waiting, document that customer is WAITING and expected completion time.

Every customer is contacted during the service process to be given a status update. Documentation of the work performed, including what, why (cause), and the benefits is complete - tech notes are reviewed for correctness, spelling, and construction. Mileage in/ out are reviewed on every repair order.

Each operation is clearly documented and priced individually.

A Quality Control process is done for all comeback and intermittent issues.

Jobs dispatched into the shop are followed-up to ensure completion times are met or adjusted - including an hourly walk around to check on job progress for each tech.

After the Multi-Point Inspection process is completed, a sales plan including priorities, what, why, benefits, pricing options, and completions time is documented before a presentation is made. If needed, the service mgr is asked for a help. (RIM presentation) Customers in the waiting areas are moved to a private place before additional items are presented. The good news (what is right about the vehicle) is presented first.

A complete Active Delivery process is followed including reviewing what was done, costs, why it was done, and the benefits of the purchase. The Multi Point Inspection is reviewed, and next service due is explained and appointment offered.

TSM maintains a positive attitude in dealing with customers, peers, and management.

TSM daily activities are to be completed before leaving as determined by service manager.

TSM is on time and minimizes being absent unless absolutely necessary.

TSM has good work habits, does not take excessive breaks, minimizes personal phone calls, and get to work on time each day.

TSM assists in any special assignments as designated by the service manager.

TSM is able to deal with upset customers and is effective in calming them down.

TSM works well with peers and subordinates - gives and gets respect from everyone.

TSM has sufficient technical knowledge to be able to give a competent presentation for all types of repairs, and continues to study new products.

TSM has full knowledge of every maintenance item including why it must be done, how it is done, and the benefits of having it done. Maintain Two ASE Certifications

A. Maintenance & Inspection Certification 26 B. Automotive Service Consultant Certification

Customer Satisfaction scores are acceptable based on regional and district figures. Customer pay hours per RO is at or above team average. (by service type)

Effective labor rates are no less than 5% below the comparable team average. I understand all my responsibilities as listed above, and understand that other activities may added to my job function from time to time. This job function is not a contract for employment. Team Service Manager

Job Type: Full-time

Pay: $40,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 10 hour shift

Work Days:

• Rotating weekends

Ability to Relocate:

• Endicott, NY 13760: Relocate before starting work (Required)

Work Location: In person

Salary : $40,000 - $90,000