Assistant Service Manager

Job Location:

Newark Toyota World - Newark, DE 19711

NEWARK TOYOTAWORLD IS NOW HIRING SERVICE ADVISORS!

Acts as the principal contact between the customer, the repairing technician, and the parts department on sales and service of mechanical repair or maintenance of customer vehicles.

• Greets customers in a timely and friendly manner
• Provides fast, efficient and courteous service to customers by interpreting their requests, scheduling, coordinating the diagnosis and repair of their vehicle
• Shows each customer the dealership's suggested maintenance menu while giving accurate and honest advice on recommended services for the care of their vehicles. 100% menu presentation is expected when the vehicle is due for factory scheduled maintenance.
• Explains technical information about repair to customers in a clear, concise and professional manner
• Provides accurate cost and time estimates when discussing customers' concerns
• Collects the necessary information (e.g., when, how often, hot, cold, etc.) related to the concern so a proper repair can be effective
• Makes and implements decisions regarding repair options
• Coordinates activities to ensure repair work is fixed during the first visit and on time. If a second repair visit, advises Service Manager so that proper documentation can occur. Follows established manufacturer protocol including verification of the owner's complaint
• Obtains the customer's written approval on all repair orders at the time of the write-up or when closing additional sales. Records approvals on any additional repair request (who, dollar amount, date, time) on repair order
• Ensures that customer complaints are handled tactfully, promptly, with genuine concern, and according to the dealership's guidelines
• Follows manufacturer requirements for complaint, cause and correction documentation on all repair orders
• Takes initiative to exceed customer satisfaction, even if it requires overcoming obstacles

• Coordinates the entire repair process and ensures technician completes necessary documentation of the repair process and records related labor time allotments or 'time punching' expended during the repair
• Provides clear and legible record of service completed for both customer and dealership use
• Monitors the progress of the repair and contacts customers during the course of the repair regarding any changes in time and cost estimates, ensuring their participation and engagement in the repair process
• Ensures that all repair orders initiated are appropriately complete and closed on a timely basis to manage the work-in-process flow
• Contacts every customer at completion of repairs and pre-delivers vehicle to eliminate concerns on pick-up. Completes an active delivery, in person or by telephone
• Inspects repaired vehicles to ensure quality and safety standards are met when required
• Ensures the cleanliness of customers' vehicles
• Follows up with customers after the repair to ensure service satisfaction
• Works to eliminate dealer liabilities during the repair process
• Completes the repair order in its entirety including all coding and proper application of labor time
• Establishes and maintains good working relationships with customers to encourage repeat and referral business
• Uses information found in technical publications, periodicals, bulletins, etc.
• Complies with federal, state, and local regulations, such as safety requirements, hazardous waste disposal, OSHA, Right-to-Know, etc.
• Strives for harmony and teamwork within the Service Department and other departments
• Participates in scheduled department meetings to discuss issues, concerns, and departmental goals
• Treats all associates in a professional manner (no shouting, vulgarities, or inappropriate comments either written or verbal)
• Keeps up-to-date on all industry information
• Maintains a manual that includes accurate and timely records of customer comebacks, customer contacts, and other dealership or manufacturer information as required
• Attends and successfully completes required manufacturer and dealership training to maintain skill levels and ensure appropriate certification status. Monitors training status through manufacturer training website
• Maintains work area to ensure professional and clean environment
• Maintains acceptable dress and work area appearance
• Maintains a record of timeliness and attendance that is acceptable

• All customer repairs and maintenance work are coordinated and delivered in an efficient, courteous and timely manner
• A high level of customer satisfaction is maintained and manufacturer SPSI standards are consistently met or exceeded
• Will write, process and coordinate an average of 16–30 repair orders per day
• Maintain an average hours per customer repair order of 1.8 or above
• Individual average effective labor rate for customer-paid repairs is consistently at or above established standard communicated by the Service Manager
• Work-in-process shall be maintained with the established…