Mobile Service Technician - Thomas Sales & Service Ford

GENERAL SUMMARY 

Provides automotive services by performing inspections, repairs, maintenance, and installations efficiently, safely and according to quality and time standards. Complies with dealership’s safety and environmental programs and practices. Automotive services may include, but are not limited to drivability, suspensions, alignments, steering, heating and air conditioning, basic and ABS brakes and exhaust systems.

Willing to perform these services from a fully equipped mobile service van provided by dealership. Must be able to coordinate with office on schedule and payments from clients. Has a customer centric friendly atitude and able to work unsupervised for extended periods of time.

Reports To:  Service Manager or Lead Technician 

DUTIES AND RESPONSIBILITIES*:

Achieving High Standards

Principal Duties and Responsibilities:

• Promotes dealership by presenting professional image, positive attitude, and clean work area.
• Road tests vehicles to ensure repairs are completed properly.
• Suggests additional work that is needed to the Service Advisor or Shop Foreman so the customer may be notified.
• Completes service and repair assignments correctly, to pass quality inspections or test drives.
• Collects all necessary information before requesting parts (e.g., model year, etc.).
• Maintains sufficient personally owned tools and dealer tools; keeps tools in good working order.

Additional Duties and Responsibilities:

• Notifies shop foreman and service advisor if delays are expected.
• Maintains cleanliness of the customer's vehicle.
• Submits all claims promptly.
• helps to collect mobile service payments communicating with service advisor
• Stays on task with appointments throughout the day on the road
• Has a clean driving record and respects the vehicle given to them for repairs.
• coordinates parts needed for repairs for the day accurately each morning.
• Contributes to throughput by staying on task and focused without supervision.

Working Effectively With Others

Principal Duties and Responsibilities:

• Promotes a productive working relationship with others.
• Actively listens to concerns; takes action to respond to others’ needs.
• Speaks clearly, concisely, and effectively.
• Provides clear and legible record of service completed for both customer and dealership use.
• Has an approachable style; fosters open communication through active listening.

Additional Duties and Responsibilities:

• Assists Service Advisors, if necessary, to explain completed repairs to a customer.
• Assists other technicians when needed.

Handling Pressure

Principal Duties and Responsibilities:

• Effectively handles and implements changes in Service Department.
• Listens to and supports new ideas and approaches; adapts to change quickly.
• Maintains composure when faced with multiple demands.
• Meets or exceeds flat rate time allowances.

Additional Duties and Responsibilities:

• Successfully performs overlapping tasks.

Managing Complexity

Principal Duties and Responsibilities:

• Prioritizes work to meet demands and customer needs.
• Makes decisions regarding repair options; asks for assistance as necessary.
• Completes repair orders within specified time frame and alerts appropriate personnel if delayed.
• Takes necessary steps to minimize time spent waiting for parts.
• Coordinates with Parts Department to ensure parts are available to complete repair.

Understanding and Using Business Knowledge

Principal Duties and Responsibilities:

• Performs preventive maintenance, cleaning, and repairs on dealership tools and equipment; ensures facility is clean and organized at all times.
• Performs factory warranty repairs according to established procedures.
• Follows all hazardous waste and OSHA safety regulations and company policies.

Additional Duties and Responsibilities:

• Utilizes technical assistance (e.g., Technical Support Systems Guide, Hotlines, OASIS, SBDS, other.)
• Stays up-to-date on the latest technical services through training, bulletins, campaigns, etc.
• Acquires necessary training as required.

Applying the Basics

Principal Duties and Responsibilities:

• Reviews and evaluates service write-up to determine if additional information is necessary and what type of diagnosis is needed.
• Uses computer to look up part availability and repair orders.
• Uses manuals including diagrams as necessary to complete the repair order.
• Properly disposes of used parts and returns unused parts to the parts counterperson.
• Completes time ticket correctly.
• Uses diagnostic procedure to identify the symptoms of the problem, the conditions under which they occur, the OASIS symptom codes that are appropriate for the symptoms listed as well as how often the symptoms occur.

Additional Duties and Responsibilities:

• Follows safety rules and regulations.
• Completes warranty repair orders according to policy.
• Returns special tools and reference materials to their designated locations.

SKILL REQUIREMENTS

Skills required to perform principal/additional duties and responsibilities:

Achieving High Standards focuses on ensuring customer satisfaction, getting results, displaying professionalism, and maintaining awareness to details. This includes understanding the importance of serving the customer and anticipating their needs, being a “self-starter,” consistently achieving or exceeding goals, showing concern for all aspects of the job, monitoring activities over time and following ethical standards set by the company.

Working Effectively with Others focuses on valuing teamwork, listening, speaking and writing effectively, and influencing customers. This includes being aware of the impact of one’s own behavior on others, using active listening skills  to demonstrate understanding and sensitivity, adjusting explanations for different audiences to ensure understanding, expressing ideas clearly and organizing them in a logical and concise form, and persuading others to change their opinion based on the information that one provides.

Handling Pressure focuses on adapting to change, maintaining composure, resolving conflicts, and multi-tasking. This includes the willingness and ability to change work practices or priorities in response to changing conditions, maintaining performance under stress or opposition, maintaining quality while shifting back and forth between two or more activities, remaining sensitive to time deadlines and conflict situations, and settling disagreements by objectively analyzing viewpoints.

Managing Complexity focuses on planning and prioritizing, problem solving, and making decisions. This includes re-evaluating priorities and re-organizing workload to meet demands, identifying problems, determining relationship between “cause” and “effect” and examining information from different sources to formulate the best course of action.

Applying the Basics focuses on referencing written information, applying basic math skills, using computer systems, following and learning new procedures, maintaining awareness of and following safety procedures, and troubleshooting problems. This includes understanding information gathered from written text, diagrams and graphs; solving arithmetic problems; using computer systems to access and input information; and being able to locate and identify problems encountered on the job.

Understanding and Using Business Knowledge focuses on applying technical knowledge, updating necessary training and certifications, and using knowledge of dealership operations. This includes the ability to apply the appropriate technical knowledge necessary to complete automotive repairs and services. This involves understanding and applying appropriate technical knowledge and experience to perform automotive services including maintenance, diagnosis and repair, and installation effectively using dealership resources, such as tools, electronic and drivability equipment, to perform the job. Other skills include assisting in controlling costs and executing dealership policies and procedures to ensure customer loyalty.

EDUCATION/CERTIFICATION REQUIREMENTS

Education, training and/or state/national certifications should clearly demonstrate the possession of the knowledge and skills stated above.  

• High School degree or equivalent preferred
• Other certifications or licenses as required by state law
• Driver’s license
• ASE certification preferred in one or more of the following areas:

EXPERIENCE

• Minimum 2 years’ experience in automotive repair or service.

PHYSICAL REQUIREMENTS: WORKING CONDITIONS:

USUAL HOURS OF WORK

Note:  Break and lunch periods will be scheduled by supervisor based on workflow normally shop closes around noon.