SUMMARY: Ensures that qualified body shop technicians perform repairs correctly and efficiently and that the service department maintains a consistently high level of customer satisfaction.
SUPERVISORY RESPONSIBILITIES: Carries out supervisory responsibilities in accordance with the organization’s policies and applicable local, city, state and federal laws and statutes. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties beyond this representative listing may be assigned to the essential job duties and responsibilities of this position based on Company needs.
Recruit, hire, and motivate qualified body shop technicians.
Assist technicians in developing their skills with support of Body Shop Manager.
Greet customers, communicate clearly and professionally any changes in repair(s) that would affect cost and/or delivery expectations.
Schedule repair work and assign technician(s) to segments that match their skill level to ensure quality.
Ensure that all repairs are assigned to technicians in an equal and fair manner.
Provide technical support for technicians when necessary.
Ensure repairs are charged out correctly, i.e. warranty and/or policy repairs.
Check progress (W-I-P) of each repair order throughout the day.
Maintain high-quality repairs and minimizes comebacks. Conduct periodic spot checks of completed jobs for thoroughness and quality.
Road test vehicles to quality-check work performed.
Communicate with 2nd shift supervisor (daily) of workload and time objectives to exceed customer expectations.
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.
Understand and ensure compliance with manufacturer warranty and policy procedures.
Ensure that all department employees receive appropriate manufacturing training.
Conduct regular performance reviews for all technicians in accordance with dealership guidelines.
Account for all documents; ensure that none are missing and all are processed correctly.
Establish and maintain customer follow-up program to confirm customer satisfaction with their service experience.
Handle all customer complaints within 24 hours, informing other managers as appropriate.
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. Report problems to the general manager.
Fill in for body shop estimator and dispatcher when necessary.
Perform quality checks on completed jobs.
Attend managers meetings as requested.
Ability to multi-task under pressure.
Must demonstrate positive corporate citizenship and the Rush Driving Principles.
Must have strong interpersonal and communication skills.
Strive for harmony and teamwork within the department and with all other department.
Maintain safe work environment.
Maintain professional appearance.
As a condition of continued employment, the employee is required to exhibit positive corporate citizenship, with demonstrated ability to positively interact with others, follow required Company policies and procedures which include but are not limited to policies regarding conduct, record keeping, and safety. As a condition of continued employment the employee is required to refrain from any behavior that is construed as sexual harassment, harassment and/or creating or participating in a hostile work environment, and/or violence in the workplace.
MARGINAL DUTIES: Includes the following. Other duties may be assigned.
Stress the importance of growing the business by up selling and improving hours per repair order.
Maintain a schedule board to ensure customer satisfaction.
Ensure the proper care, storage, and inventory of special tools.
Keep abreast of new equipment and tools available and recommends purchases.
QUALIFICATIONS AND POSITION REQUIREMENTS: The individual must be able to perform each essential duty satisfactorily. It is required that the individual demonstrates decision-making, managerial, administrative, and supervisory organizational skills. 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: Two to four years’ related experience and/or training; or equivalent combination of education and experience.
Certificates, Licenses and Registrations: Valid driver’s license required. Must be able to obtain a CDL within 90 days of hire.
Language Skills: 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 the organization.
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 involved written or oral instructions. Ability to deal with problem involving a few concrete variables in standardized situations.
PHYSICAL DEMANDS: The physical demands described are representative of those that must be met by the employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions at the request of the employee, and with appropriate medical certification.
While performing the duties of this job the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
WORK ENVIRONMENT: The work environment 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 the individual with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, outside weather conditions and vibration.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Rush Enterprises and its Affiliate Companies are Equal Opportunity and Affirmative Action Employers.
I have read and understand the job description as presented. I understand that I will be responsible and accountable for all items listed in this job description. I also understand that my immediate supervisor reserves the right to add projects or responsibilities to my job description. Additional responsibilities will be communicated to me as assigned.
Rush Enterprises, Inc. (Rush) is a full-service, integrated retailer of transportation and construction equipment, and related services. The...