The Technician Service Manager (TsM) will directly supervise one or more employees in the service department and carry out supervisory responsibilities in accordance with Company policies and applicable laws.
Essential Job Duties and Responsibilities, include the following, other duties may be assigned.
Scheduling and shop loading in concert and communication with the SeA
Prepare the shop workload 30 minutes prior to each shift start
Assignment of work to accomplish the Initial 2 hour diagnosis for all intake repairs and ensure a ROADWORTHY inspection is performed effectively
Communicate the initial diagnosis and the ROADWORTHY additional repairs identified for purposes of estimating to the SeA
Assigning the technician (tech) best suited to perform the repair or maintenance in the quoted or standard repair time of each repair
Accepting all work flow of LINQ cases for estimating assistance and input, their role is not responsible to open new cases, merely assist the SeA
Allocate and dedicate maximum time to be on the shop floor assisting the technicians with the repair issues
Know; not think, the estimated scope and value of each repair order as it relates to the labor sale in hours and the parts content sold and communicate to the technicians
Achieve and maintain a minimum Retail recovery rate at 83% of posted rate, maintain minimum a Warranty recovery rate of 75% of approved rate
Ensure that each technician assigned to a job understands the assignment the time allocated for sale of the job
Managing the RO for timely closing – timely closing can be defined as the shop work order submitted to the SeA for billing by close on the business day of the last labor, or sooner
Understand and ensure the quality of tech write up for Retail and Warranty repair orders
EDUCATION and/or EXPERIENCE:
Minimum high school diploma required.
Two year associates management degree or equivalent/years of experience.
Minimum three years of experience working in a supervisory capacity in a heavy duty diesel branch service operation.
Four year Business Management degree is a plus.
Promote safe work habits with the technicians
Promote a clean and organized shop floor
Manage training for individual technicians in conjunction with the Branch manager and Continuous Improvement Department
Promote and support the initiatives of Commercial Vehicle Services
Recommend advancement and discipline of the technicians to Branch Management
Provide adequate structure, direction and feedback to technicians
Prioritize tasks and allocate resources to service customer’s equipment
Encourage open communication, cooperation and the sharing of knowledge
Provide timely feedback and follow up
Proactively feed information upwards to keep management well informed
Engender trust and respect among your team
Ensure alignment with corporate goals
Continuously monitor technician performance and areas for improvement
Address problematic performance early on
Create an environment where employees feel valued, respected, and trusted
Demonstrate a thorough understanding of the technical aspects of the job
Complete annual performance appraisals on time
Insuring the safe operation of the facility and the safety of the employees by promoting a culture of safety, following and supporting corporate safety training and procedures, rules and directives.
ENVIRONMENTAL JOB REQUIREMENTS AND WORKING CONDITIONS:
The work environment and physical working characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions:
Office environment, sedentary job.
Person in this position needs to occasionally move about inside the office to access file cabinets, office machinery
Must have the ability to walk/stand throughout the day