Service Supervisor

Description

The Service Supervisor is an integral and vital part of the Dealership Lease Service Department. 

The Service Supervisor takes the lead role in managing an efficient Service Department through productive staffing, customer retention, and quality workmanship while improving productivity and reducing costs in order to meet objectives. 

This position is crucial to achieve the highest customer satisfaction and dealer profitability by performing his/her duties in accordance with our company’s policies and procedures.

Requirements

· Answer incoming Service Department telephone calls.

· Process Repair orders daily, verifying parts are posted, items are charged out (such as parts, outside purchases, lube, oil and machine earning charges) prior to billing.

· SRT code warranty RO’s daily and submit to Senior Manager for review.

· Verify all shop technicians are clocked out prior to departure of first shift.

· Coach technicians to type repair order stories properly to eliminate editing by supervisors. Demonstrate the ability to transfer technical information/ terminology to the final customer repair order.

· Call on status of repairs for vehicles sublet to outside repair shops and updating those customers on status 

· Perform yard check each morning and email to all department team members.

· Scheduling work 3 days out for 65% of the workforce. 

· Scheduling follow up repairs into the shop for defects found by the mobile technicians.

· Schedule second shift and communicate all customer expectations to Night Service Supervisor.

• Oversee W-I-P and work with Night      Supervisor to provide direction. Perform daily afternoon yard check to      verify all items are effectively communicated between shifts, assets are      accounted for, truck parking is in order, and repairs are progressing.

· Contacts customers via the customer’s desired method of communication at least daily informing them of progress.

· Ensure that all repairs are documented, technicians’ comments are descriptive and precise, and that the allotted time is noted prior to closing and billing.

· Ensuring that technicians are tagging all warranty parts, parts are drained of lube (if required), and stored in the designated location. 

· Generating repair order estimates through OnCommand / Repair Management for each customer pay transaction.

· Explaining completed work and charges to the customer as required. 

· Handling customer complaints with integrity and poise, and when necessary, referring dissatisfied customers to the appropriate individuals for resolution.

· Following company policies regarding repair payment approvals and credit terms.

· Ensure staff is following phone etiquette, customer greetings, and daily status updates.

· Oversee tool and shop equipment repair

· Ensuring the service technicians are performing their duties as outlined in their job description. 

Reports To: Service Manager