Service Shop Foreman

HUNTER TRUCK SALES & SERVICE•Pittsburgh, PA

8d•Onsite

About The Position

Ensures that repairs are performed correctly and efficiently by qualified technicians and that the service department maintains a consistently high level of customer satisfaction. Responsible for the overall direction, coordination, and evaluation of this unit; Also directly supervise 8-12 non-supervisory employees. Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Requirements

Four to ten years related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence; ability to speak effectively before groups of customers or employees of organization.
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.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several variables in standardized situations.
Valid Driver's License required; must meet company insurability standards.
Must meet company insurability standards.

Nice To Haves

State Vehicle Inspector Certification preferred.
Commercial Driver’s License preferred; must meet company insurability standards.

Responsibilities

Greet customers in a professional and courteous manner to promote goodwill and confidence.
Listen to customer’s description of vehicle problem to determine possible solutions and work procedures.
Ensure a clear understanding of the customer’s financial responsibility to the repair order and what part of the total repair he will be expected to cover.
Delegate and distribute work to an applicable qualified technician.
Provide complete understanding of work to be done on the customers vehicle and the time needed to perform the work.
Monitor all jobs in progress to assure quality standards are maintained.
Provide technical support for technicians when necessary.
Provide the customer with an accurate repair estimate.
Advise the expected time the unit will be in the shop and immediately inform the customer of any delays incurred.
Maintain a good working knowledge of applicable warranty offerings.
Road test vehicles to quality-check work performed to ensure it is ready to be returned to the customer.
Assist technicians in developing their skills, including on the job training.
Maintain shop tools and equipment inventory.
Work with the Service Manager on obtaining repairs and/or replacement of worn out tools and equipment.
Ensure shop supplies are adequately supplied.
Supervise the housekeeping of the customer’s truck, the shop, the truck lot, and the locker room.
Review and analyze, with the Service Manager, technicians’ and production efficiency records.
Schedule future appointments, when applicable, to ensure the technician is not overtaxed.
Provide sufficient written information for the night shift foreman to accomplish the work requested without bothering customer to repeat information.
Demonstrate to customers, when applicable, parts associated to the repair to substantiate why the work was needed.
Document all required information for successful completion of a warranty claim.
Assist the Service Manager in recruiting, interviewing, hiring, and motivating all qualified service technicians.
Understand, keep abreast of, and comply with federal, state, and local regulations that affect service operations, such as hazardous waste disposal, OSHA Right-to-Know, etc.
Ensure all health and safety policies and procedures are followed by employees.
Ensure that all department employees receive appropriate manufacturer training.
Conduct regular performance reviews for all technicians in accordance with dealership guidelines.
Ensure that all repairs are assigned to technicians in an equal and fair manner.
Ensure repairs are charged out correctly.
Report all out-of-stock parts and/or shortages associated to shift repairs to the Service Manager.
Maintain high-quality service repairs and minimal comebacks.
Conduct periodic spot checks of completed jobs for thoroughness and quality.
Review all repairs performed, and be prepared to discuss with the customer, in detail, the work done.
Account for all documents; ensure that none are missing and all are processed correctly.
Assist the Service Manager in handling all customer complaints within 24 hours, informing other managers as appropriate.
Understand and ensure compliance with manufacturer warranty and policy procedures.
Assign warranty operations to the appropriate qualified technician ensuring Flat Rate hours are known prior to beginning the job.
Document all repairs using the Complaint, Cause, and Correction style of documentation and ensure all other information is included (i.e. pictures, sublet invoices, component serial numbers, etc.).
Provide documented proof that the repair is warrantable by using all available tools needed to obtain the information (i.e. WebCat Ò , Sir Ò , Cat PowerNet Ò , etc.).
Ensure all warranty parts are tagged by the technician and stored in the container provided in the shop.
Manage department performance using tools such as the daily operating control (DOC), efficiency and productivity control, comeback reports, warranty reports, telephone surveys, and monthly forecasts.
Monitor technicians' daily productivity reports and corresponding payroll records.
Monitor shop condition, including cleanliness, safety, and the condition of shop equipment at the end of the shift.
Report any problems to the service manager or dealer.
Ensure the proper care, storage, and inventory of special tools.
Keep abreast of new equipment and tools available and recommend purchases.
Attend manager’s meetings as requested.
Strive for harmony and teamwork within the department and with all other departments.
Maintain safe work environment.
Maintain professional appearance.
Adhere to and promote all existing health and safety policies in the workplace to reinforce the Hunter culture of a safe work environment.