Shop Foreman - Automotive Service Department

1. JOB SUMMARY

• Ensures that repairs are performed correctly and efficiently by qualified technicians and that the service department maintains a consistently high level of customer satisfaction.
• Coordinate and lead the service operation area for achievement the sales goals and customer satisfaction.
• Administrate and coordinate the department resources.

1. ESSENTIAL DUTIES

• Supports HR for recruits, hires and motivates qualified service technicians.
• Assists technicians in developing their skills.
• Understands, keeps abreast of and complies with federal, state and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know etc.
• Understands and ensures compliance with manufacturer warranty and policy procedures.
• Ensures that all department employees receive appropriate manufacturer training.
• Conducts regular performance reviews for all technicians in accordance with dealership guidelines.
• Ensures that all repairs are assigned to technicians in an equal and fair manner.
• Provides technical support for technicians when necessary.
• Ensures repairs are charged out correctly.
• Checks progress of each repair order throughout the day.
• Maintains high-quality service repairs and minimizes comebacks. Conducts periodic spot checks of completed jobs for thoroughness and quality.
• Road tests vehicles to quality-check work performed.
• Accounts for all documents; ensures that none are missing, and all are processed correctly.
• Establishes and maintains customer follow-up program to confirm satisfaction with the service experience.
• Handles all customer complaints within 24 hours, informing other managers as appropriate.
• Manages department performance using tools such as the daily operating control (DOC), efficiency and productivity control, comeback reports, warranty reports, telephone surveys and monthly forecasts.
• Monitors technicians' daily productivity reports and corresponding payroll records.
• Monitors shop condition, including cleanliness, safety and the condition of shop equipment. Reports problems to the service manager or dealer.
• Ensures the proper care, storage and inventory of special tools.
• Keeps abreast of new equipment and tools available and recommends purchases.
• Fills in for service advisor and dispatcher when necessary.
• Attends managers meetings as requested.
• Strives for harmony and teamwork within the department and with all other departments.
• Maintains safe work environment.
• Maintains professional appearance.
• Other tasks as assigned.

1. RESPONSIBILITIES

• Obtain accurate customer and vehicle data and input into computer
• Review daily with the service techs the status of the vehicles in the service workshop.
• Supports Service Advisors about the customer services and make requests.
• Verify the achievement of sales goals.
• Review the material inventory in washer workshop.
• Daily review of invoices of internal orders.
• Review the warranties status in floor plant.
• Ensure that customers receive prompt, courteous, and effective service.
• Serving as a liaison between technicians and customers.
• Take ownership of the customer's concerns and correct concerns as required.
• Ensure customer has a positive dealership experience.
• Build relationships with customers.
• Always leave a positive impression with the customer, deliver a great guest experience.
• Greet customers in a timely, friendly manner
• Handle customer complaints with integrity.
• Refer the complaining customer to the appropriate individual for further communication.
• Operate the department at maximum production, controlling costs, building a loyal customers, maintaining good employee relationships, setting and obtaining sales and profit objectives, and maintaining service records.
• Forecast goals and objectives for the department and strive to meet them.
• Strive for harmony and teamwork with all other departments.
• Prepare and administer an annual operating budget for the service department.
• Responsible for enumerating mechanical problems on customer vehicles, providing customers with an estimate of repairs, and promoting the sale of additional services.
• Meet the monthly sales goals
• Provide the total customer satisfaction.
• Delegate and supervised the responsibilities of the employees.
• Establish the necessary measure to safeguard the assets and interests of the company.
• Provide a quality service for the internal and external customers.
• Perform their duties with a sense of mutual respect, ethical, collaboration, tolerance and positive attitude toward their peers.
• Protects organization's value by keeping information confidential.

1. JOB PROFILE

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Four to ten years related experience and/or training; or equivalent combination of education and experience.

Language Skills

• Bilingual (Spanish-English)
• Ability to read, analyze and interpret the most complex documents.
• Ability to respond effectively to the most sensitive inquiries or complaints.
• Ability to write speeches and articles using original or innovative techniques or style.
• Ability to make effective and persuasive speeches and presentations on controversial or complex topics to top management, public groups and/or boards of directors.

Mathematical Skills

• Ability to add, subtract, multiply and divide in 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.

Reasoning Ability

• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person