Parts/Service
The positions listed below are front line and management staff that deal directly with customers on a daily basis either in person, online or over the phone. They communicate customer needs and requests directly to the shop personnel as well as other departments in the dealership.
- Schedule work in and out of shop
- Hire, supervise and direct all apprentices and service technicians
- Ensure that all parts, tools and time are available for technicians to complete the work
- Responsible for a safe and clean work environment
- Ensure that all technicians, regardless of experience, receive training and upgrading
- May assist in warranty liaison with manufacturers
- Provide estimates and quote repair work
- Track technician productivity
- Responsible for ensuring the profitable operation of the service department at maximum production while controlling costs, building a loyal clientele, maintaining good employee relationships, setting and maintaining sales and profit objectives, and maintaining service records
- Ensure a balance between efficiency, labor rates and expenses
- Coordinate operations in the service department to obtain maximum utilization of resources (personnel and equipment)and prevent operational delays affecting other departments
- Supervise and communicate with shop foreman to ensure an adequate workflow for technicians to remain efficient and profitable while maintaining a high level of customer satisfaction
- Ensure sold units are ready on time for delivery
- Review work orders for accuracy and completion and distribute accordingly
- Assist service writers with phone calls and customers at the service counter during peak times
- Assist with service call scheduling
- Available to provide technical assistance
- Clarify and attempt to correct reasonable customer dissatisfactions that cannot be addressed by service writers
- Ensure that service repairs are performed correctly by performing spot checks on jobs
- Authorize service policy and goodwill repairs according to company policy
- Meet and confer with all service customers
- Complete service orders
- Delegate work to technicians from work orders
- Perform estimates for time and parts required
- Complete work order once service is complete
- Collect payment for work done
- Communicates with manufacturers on warranty claims
- Estimate repair hours
- Obtain manufacturer approval for each claim
- Invoice manufacturer for all authorized warranty work
- Communicate with service department on the status of the warranty claim
- Review warranty repair order written for proper completion, accuracy and legibility according to the policies and procedures
- Analyze problems, identify trends and develop strategies for maximizing claim process
- Interviewing, hiring, and training parts employees
- Plan, assign, and direct parts personnel
- Address complaints and resolve problems
- Complete a summary of daily sales
- Manage parts inventory
- Confer with service manager for required shop parts
- Approve parts inventory purchases and stay informed of all the latest innovations
- Liaison between various dealership departments and suppliers
- Set stock levels and selection of items for weekly orders
- Responsible for all aspects of inventory control including replenishment, stocking, cycle counting, and physical inventory
- Marketing parts and accessories
- Assist in retail customer purchases, including shipping and receiving
- Knowledge of the location of all parts and some knowledge of uses and installation techniques
- Ensure customer satisfaction through efficient and timely processing of parts orders within the guidelines of company policies and procedures and by checking parts availability
- Analyze customer requests for parts, provide parts information and prices, process customer orders
- Ability to provide substitute parts information for obsolete/upgraded parts based on experience and outstanding orders
- Responsible for following up on back orders by checking with other parts personnel and sources to determine status of orders and provide answers to customers
- Establish a good relationship with distributors, dealers, service centers and consumers in order to notify them of parts availability and shipment dates determined by tracking orders and/or invoices
- Advise management on parts/accessory inventory levels and restock shelves as necessary
- Research and source non-inventory parts and new products
- Keep showroom well-stocked and complete while maintaining a clean showroom and stock room.
- Order and maintain inventory for parts, accessories and shop supplies exclusively for the service department
- Perform administrative duties such as internal billing, return of parts and accessories, filing and following up on warranty claims
- Assist in shipping and receiving of all parts and accessories
- Work closely with distributors, dealers, and service centers by staying current on (new) product information, parts availability, and pricing.
- Review all work orders and verify parts are available and correctly assigned
- Maintain storage areas by ensuring parts and accessories are clearly labelled, stocked and matches online inventory system
- Maintain and stock mobile service trucks and assist with scheduling of service vehicles
- Maintaining a fleet of rental units
- Oversees booking and billing of new and existing rental contracts
- Conduct pre-trip orientation with customer and post-trip inspection
- Work closely with the service department on assessing damages and repairs needed
- Develop marketing campaigns
- Prospect and seek opportunities to affiliate with tourism bureaus
- General rental quotes and follow ups with prospective rental customers
- Welcomes guests and completes check-in procedures and unit pickup
- unit departure and drop-off inspections
- Provides guest services including arranging shuttles, providing travel advice, and answering guest questions
- Notifies the RV Technician or the PDI Technician if damage has occurred and repair or maintenance is required
- Orders office supplies, replenishes brochures, general office tasks
- Handle incoming phone and online inquiries about RV rentals
- Coordinates booking and billing of new and existing rental contracts
- Other administrative functions as required
