Oversee service orders and flow of drive lane
Ensure that customers receive prompt, courteous, and effective service
Take ownership of the customer's experience by carrying out those additional assignments that allow the dealership to leave a positive impression on the customer
Provide concierge support for all owner inquiries, whether phone or in person, to assure the customer does not get mishandled
Ensure the daily inventory of technicians' time is consistently sold to service customers
Distribute work between technicians efficiently
Answer technical questions about vehicle problems, warranties, services, and repairs
Maintain Customer Happiness scores at or above company standards
Assist in diagnosing vehicle problems; order parts and tools as necessary
Oversee administration of warranty claims as well as training and supervising of the service department
Set schedules and assigns tasks to service department employees
Reinforces company policies and adheres to company standards
Encourages compliance with applicable laws and regulations
Maintain a good working relationship with factory(s) and foster positive employee relations
Collaborate with upper management to make service department hiring and discipline decisions