REPORTS TO: SERVICE MANAGER
The Assistant Service Manager assists the Service Manager in the day-to-day operation of the Service Department. The Assistant Service Manager organizes, leads, and controls the flow of service work through the service department in a professional, timely manner while ensuring quality repairs at a fair cost to the customer.
The Assistant Service Manager reports directly to the Service Manager. The Assistant Service Manager will communicate with the Parts Manager, Director of Service, and Truck Sales Person as his course of duties relate to the accomplishment of directives, objectives, and communication of the status of ongoing affairs.
The Assistant Service Manager will work closely with the other parts counter personnel, & warranty manager coordinating with them the various aspects of customer service requirements & issues.
The Assistant Service Manager will also work closely with the Service Writer, coordinating repair strategies, estimates, and updating repair status in an effort to provide excellent customer service.
The Assistant Service Manager will also work closely & daily with customers, providing timely estimates, updating open repair orders (ROs) status in an effort to provide excellent customer service. As customers inquire, the assistant service manager will be required to know the status of each and every job that shows as an open RO and provide updates in an efficient manner, with priority utilization of Paccar Solutions Service Management platform aka Decisiv.
DUTIES AND RESPONSIBILITIES
Management /Administrative – related
Meet with the Service Manager and the Service Writer each morning to establish repair strategies based on the turnover notes, dispatch sheets, and job priorities.
Assign jobs to technicians based on skills and abilities.
Inform technician of expectations and time allowance on each repair.
Assist technicians with diagnostics and troubleshooting.
Review repairs in process as to timeliness and QUALITY .
Provide Daily RO updates to all department & branch stakeholders
Reconcile payroll day to day
Review technician write-ups for accuracy and completeness.
Confirm that all cores are returned to parts and that warranty parts are properly tagged and stored.
Coordinate with the rear parts counter on repairs waiting for parts.
Coordinate with the warranty manager
Coordinate with the truck sales man
Maintain a clean shop environment
Maintain the readiness and proper working condition of the shop tools
Assist the Service Writer with preparing accurate repair estimates.
Update Service Writer on current repairs in process on a regular basis.
Provide current product updates and service bulletins to technicians.
Assist the Service Manager in helping maintain training requirements by recommending needed training and the proper technician for each specific training class.
Assist the Service Manager in the discipline of technicians due to poor work performance by the recommending or issuing of verbal and written warnings and by recommending the need for suspension or termination of technicians.
Perform performance appraisals for technicians on his shift and assist the Service Manager to determine future goals and wage increases.
Assist the Service Manager in the interviewing and hiring of new technicians.
Assist the Service Manager in maintaining a dealership prescribed standard (manual) for proper hours for repairs.
Assist the Service Manager in establishing departmental goals and forecasts for each year and aid in accomplishment of these goals.
Understand and follow federal, state, and local regulations regarding disposal of hazardous waste, OSHA, MSDA, right-to-know, etc,
Customer - Related
Maintain daily contact with service customers as needed. Check repair status and update customers as to changes in promised completion time or change in estimate to complete repairs.
Open and close repair orders as needed.
Handle routine complaints, concern and make adjustments to repair invoices that require one hour or less.
Recommend adjustments greater than one hour to the Service Manager.
Work with the credit department to maintain proper credit status on each repair order.
2 years in a heavy duty truck service department is preferred
H.S. Diploma and Associates Degree preferred
Excellent Communication Skills - written and verbal
Proficient with Microsoft Office, Outlook, and Windows based software
Coast Counties Peterbilt San Jose