Gregory Poole Equipment Company
  • Garner, NC, USA
  • DOE
  • Full Time

 

PRIMARY FUNCTION: 

The primary function of this position is to lead the daily production efforts of a team of 4-8 technicians. This position is also responsible for coordinating and scheduling all service repair work into the shop in an effort to maximize department production capabilities. This position is also responsible for providing technical support through effective communication to all internal and external customers in an effort to achieve the very best customer satisfaction possible. In addition, this position is responsible for performing clerical duties to ensure correct billing to customers, accurate service calls and good customer relations by handling customer inquiries and concerns.    

 

ESSENTIAL DUTIES: 

Customer Relations 30%
Coordinates customer's request for shop repair and/or service (phone and walk-in).
Monitors the current status of all repair activities and communicates progress to the customer.
Quotes and obtains approval for repairs
Advises the customer daily on repair status and significant changes in the repair process or delays in scheduled commitments, and communicates repair authorizations to the technician.

Service Administration 20%
Opens and closes shop service work calls and segments.
Reviews and approves technician labor for posting to service calls.
Reviews all paperwork for final invoicing.
Manages assigned portion of the "no labor activity" work in process report to close 90% of all shop service calls within a 10-day window.
Call and follow up on purchase order numbers for service call invoicing
Verifies applicable service letters are completed as required.

Technical 15%
Reviews and approves technical labor for posting to service calls.
Reviews, corrects, and routes appropriate warranty documents to the warranty department for claims processing.
Use printed and on-line manual to assist technicians with parts research and troubleshooting engines, fuel systems, transmissions, brakes and other truck components and systems.
Assists technicians when required: could include climbing onto, under, and into vehicles and using hand and power tools to disassemble/reassemble: engines, transmissions, fuel systems, brake systems and other truck components.
Assist technicians with root cause and failure analysis to expedite accurate and timely repairs.
Occasionally test drive vehicles to verify customer complaints and evaluate repair actions.
Performs quality control inspections on all vehicles before they are released to the customer
Supervision/Leadership 35%
Directs day-to-day job assignments and responsibilities for technicians on team.
Work with team members to ensure proper troubleshooting techniques and guide them to make good decisions.
Assists Service Manager in identifying and correcting safety, operational, or training shortfalls.
Assists supervisor with performance appraisals.
Mentors, coaches and develops technicians for advancement.
Works with the Group Leaders to plan and coordinate department training as well as other department meetings and functions.
Advises the service manager of any potential problems that might negatively impact shop production efforts or jeopardize customer relations.

 

MINIMUM REQUIREMENTS:

Education
High School graduate with at least 4 years' experience in a similar administrative/advisor related position and 4 years vehicle maintenance experience; or a two year college with 2 years experience in a similar administrative/advisor related position and 4 years' vehicle maintenance experience.

Work Experience (See above)

Physical
Must be able to daily and repeatedly stoop, kneel, bend and climb beside, onto and underneath various equipment to perform diagnosis and repairs. Additionally, must be able to work for long periods while seated. Must have the ability to clearly communicate with internal/external customers on the phone or in person.

Other

Work Experience
High School graduate with at least 4 years' experience in a similar administrative/advisor related position and 4 years vehicle maintenance experience; or a two year college with 2 years experience in a similar administrative/advisor related position and 4 years' vehicle maintenance experience.
 
Other
Outstanding customer relations and pleasant personality is a must.
Needs intermediate mechanical and product knowledge.
Must be PC literate with advanced skills in Microsoft applications

This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval.   

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

 

 

 

 

Gregory Poole Equipment Company
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