Overview
Service Department Operations
- Assist Service department manager in maintaining a smooth running efficient service department with a high degree of customer satisfaction.
- Diagnose problems accurately, and clearly describe them on the repair order.
- Estimate costs and completion times at point of sale. Clearly communicate them to customer.
- Assign jobs to technicians based on skill level and current resource utilization.
- Review work-in-progress to ensure quality and timeliness.
- Occasionally assist technicians when they are having difficulty performing service work.
- Determine correct part numbers on repair orders and assist the parts department with picking and posting of parts before job starts.
- Perform cashier functions, as needed.
- Make estimates for internal and wreck repairs.
- Open & close all customer paid, warranty, and internal repair orders.
- Follow procedures for quick and efficient handling of warranty items, including and proper storage of these items.
- Become familiar and efficient with all phases of the computer system required for service and parts management
- Provide superior customer service to both internal and external customers
- Greet customers immediately, in a courteous and friendly manner.
- Handle telephone transactions quickly, and courteously.
- Promptly notify customers of any changes, delays, or additional work needed.
- Sell additional services by pointing out service specials or additional work needed.
- Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.
