CH3 Manpower Resources

7/23/2019 CH3 Manpower Resources

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Chapter 3:

Manpower ResourcesService Operations


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Job Titles

1. Service Cashier2. Dispatcher3. Claims

Administrator(Booker)

4. Shop Foreman5.

Service Advisor. !ead "echnician#. $orter%. $arts Specialist&. "echnician1'. Cstomer

elationsSpecialist

11. Service*ana+er

12. Service Director

F,B 2'1'3-21''4 (2'11-2'12)

2

"he most valale resorce o/ an0 compan0 $$!

Altho+h a sstantial investment in /acilitieseipments and tools mst e made theprodct o/ the service shop laor sales is not+enerated 6ithot a host o/ ali7edmotivated emplo0ees

8n small shops individals need to e 9e:ileand per/orm a variet0 o/ di;erent


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Service Cashier

Responsibilities Skills/Abilities

F,B 2'1'3-21''4 (2'11-2'12)

3

evie6 and calclate serviceinvoice

=oti/0 cstomers once repairs are

completed *aintain a 7lin+ s0stem /or

paper6ork

>reet cstomers 6hen the0 arriveto pick p their vehicles

$rocess pa0ment /or repairs

$rovide cstomers 6ith copies o/service record and receipt /orpa0ment

Accontin+

Filin+

r+ani?ation o/ paper6ork

Cashierin+

Direct cstomer commnications

Service Cashier$erson responsile /or collectin+ pa0ment /rom cstomers poncompletion o/ repairs and /or the 7nal processin+ o/ pa0ments andrepair records


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Dispatcher


F,B 2'1'3-21''4 (2'11-2'12)

4

*ana+e dail0 6ork9o6 anddistrition o/ 6ork thro+hot the6orkshop

@no6 6hat 6ork has eenpromised the nmer o/technicians availale and skillsthe0 possess and the availaleamont o/ time each technicianhas availale

>et all 6ork ot correctl0 andtimel0 ever0da0 assi+n the ri+ht6ork to the ri+ht person at theri+ht time

A +ood 6orkin+ kno6led+e o/ thetechnical aspects o/ atomoiles

r+ani?e reor+ani?e and adapt to

chan+in+ sitations *aintain composre and think

lo+icall0 nder pressre

Dispatchervalates repair order in/ormation and assi+ns the repairs totechnicians 6ith the +oals o/ meetin+ stated deadlines and makin+the est se o/ the availale technical skills


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Claims Administrator (Booker)


F,B 2'1'3-21''4 (2'11-2'12)

5

Assi+n laor times and operationnmers /or ever0 vehicle thatpasses thro+h the shop sin+ 9atrate manals (ooks that provide

laor


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Shop Foreman


F,B 2'1'3-21''4 (2'11-2'12)

nthe7eld coordinator o/ theda0toda0 activities

$rovide +idance and additional

rainpo6er and a second set o/hands to assist e:periencedtechnicians 6ith dia+nosis o/diclt prolems

$rovide onthe


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Shop Foreman


F,B 2'1'3-21''4 (2'11-2'12)

#

Assist in the coordination o/resorces in the shop to keeprepairs movin+ and ensre thatemplo0ees are prodctive

Dolecheck repairs e/ore carsare retrned to veri/0 (alit0check) that the repairs have eencompleted correctl0

Shop Foremanesponsile /or overall technical spervision o/ shop operationsincldin+ assistin+ in dia+nosis and repairs across the shop asneeded


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Service Advisor


F,B 2'1'3-21''4 (2'11-2'12)

%

espond to cstomers iniries onthe telephone online and inperson

Schedle appointments ased onthe availailit0 o/ resorces toper/orm repairs

ritep repair orders toaccratel0 re9ect cstomersconcerns and reests

$er/orm +eneral dia+nosis o/complaints thro+h oservationand estionin+

ecommend needed services tocstomers ased on time milea+eand oservation

A +ood kno6led+e o/ atomotives0stems

Commnicate clearl0 and

concisel0 6ith cstomers(la0mans terms) and emplo0ees(technical terms)

*ltitask

Sales and marketin+ skills

Cstomer relations and

salesmanship skills r+ani?ational and time

mana+ement skills


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Service Advisor


F,B 2'1'3-21''4 (2'11-2'12)

&

$repare accrate repair estimatesand otain cstomers approval toproceed 6ith repairs

=oti/0 cstomers o/ repair pro+ress ,eri/0 the completion and

accrac0 o/ repairs and ills

Service Advisor"he main cstomer contact in the service department responsile/or determinin+ cstomer needs and 6ants and preparin+ therepair order docment


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Lead Technician


F,B 2'1'3-21''4 (2'11-2'12)

1'

"he most ali7ed mastertechnician in the shop the


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Lead Technician


F,B 2'1'3-21''4 (2'11-2'12)

11

Capale o/ sharin+ kno6led+e 6ithothers

!ead team 0 settin+ an e:ample

o/ dedication and hi+h 6orkstandards

illin+ness to help provide localtrainin+ to emplo0ees that 6illimprove their prodctivit0 and theentire or+ani?ation

Lead Technician"echnician responsile /or resolvin+ the most diclt concerns anddirectin+ the e;orts o/ less e:perienced technicians


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Porter


F,B 2'1'3-21''4 (2'11-2'12)

12

Shttle cstomers vehicles /romservice 6ritep area ack tostora+e lot

$rovide rides to cstomers to +etthem to 6ork or home 6hile theircars are ein+ repaired andrin+in+ them ack to the shoponce repairs are completed

Clean and-or detail cstomersvehicles a/ter repairs and ne6

vehicles e/ore retail deliver0

Shttle cstomers vehicles ack toservice pickp area /rom stora+elot 6hen the cstomers arrive topick p their vehicles

A +ood drivin+ record

A pleasant personalit0 to deal 6ithco6orkers and cstomers

A sel/directed 6orker An individal 6ith a desire to

/ollo6 task thro+h to a sccess/lcompletion

( )


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Porter


F,B 2'1'3-21''4 (2'11-2'12)

13

n errands to pick p cstomersparts tools and eipment asneeded to spport the overall 9o6o/ 6ork in the shop

Do miscellaneos chores arondthe shop incldin+ hosekeepin+dties

orter*oves and clean vehicles and assists in +eneral pkeep o/ vehiclesand the shop as directed

F,B 2'1'3-21''4 (2'11-2'12)


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Parts Specialist


F,B 2'1'3-21''4 (2'11-2'12)

14

8denti/0 and provide proper partsto per/orm repairs and to havethem in a timel0 manner and also/orecast the needs so that the

compan0s inventor0 is ale to 7llmost o/ the needs o/ the servicedepartment

Detail oriented thoro+hness andaccrac0

Consistentl0 identi/0 the correct

part to 7t the ri+ht vehicle Develop and maintain a realtime

s0stem o/ inventor0 control (ad0namic dataase o/ demand andavailailit0 to keep the inventor0ptodate)

Bsiness anal0sis and accontin+skills

arts Specialist8denti7es locates provides and properl0 prices ot parts as needed0 the service technicians

F,B 2'1'3-21''4 (2'11-2'12)


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Technician


F,B 2'1'3-21''4 (2'11-2'12)

15

$er/orm dia+nosis to veri/0complaints and pinpoint thecases

Develop an estimate o/ cost andtime needed to resolve theconcerns

$er/orm necessar0 repairs veri7esthat the 6ork completed hasresolved the concerns prodces adetailed 6ritten record o/ 6hat

6as done on the vehicle andmakes sre that the vehicle isretrned to its ori+inal condition o/cleanliness

A hi+hschool technical trainin+ orits eivalent in direct indstr0e:perienceE or the estpreparation a posthi+hschool

atomotive technical trainin+pro+ram o/ technical andacademic trainin+

ptodate AS certi7cation in therepair specialties

*aintain kno6led+e o/ crrent and

emer+in+ vehicle s0stems

illin+ness and commitment toli/elon+ learnin+

Technician8ndividals responsile /or veri/0in+ cstomer concerns pinpointin+the case and resolvin+ the cstomer atomotive repair concernsin a sa/e and time manner

F,B 2'1'3-21''4 (2'11-2'12)


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Customer Relations Specialist


F,B 2'1'3-21''4 (2'11-2'12)

1

Contact cstomers a/ter a servicevisit to ensre that the0 had asatis/actor0 e:perience and toidenti/0 and resolve an0 prolems

:cellent people skills

Cstomer complaint handlin+ skills

>eneral telephone etiette and

commnication skills

C!stomer Relations SpecialistContacts cstomers a/ter the0 have picked p vehicles /rom servicedepartment to assre that the0 are satis7ed 6ith their e:perienceand resolves or re/ers p6ard an0 estions or concerns

F,B 2'1'3-21''4 (2'11-2'12)


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Service Manager


F,B 2'1'3-21''4 (2'11-2'12)

1#

esponsile /or the smoothcoordination o/ all eneral mana+ement andleadership

Financial measrement and anal0sis r+ani?ation and time mana+ement

Cstomer relations and complainthandlin+

mplo0ee relations hirin+discipline and 7rin+

*arketin+ merchandisin+ andsales

orkplace sa/et0 and other le+alisses

Service "ana#erSpervises motivates and directs all personnel in the service repairdepartment

F,B 2'1'3-21''4 (2'11-2'12)


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Service Director


F,B 2'1'3-21''4 (2'11-2'12)

1%

Similar to service mana+er inman0 6a0s t on a 6ider scope responsile /or the oversi+ht andoperation o/ three distinct and

ver0 nie pro7t centersG theservice repair shop the partsdepartment and the od0 shop

@no6led+e skills and ailitiesinclde all those identi7ed /or theservice mana+er t on a lar+escale

Develop and maintain a solid6orkin+ kno6led+e o/ the niecharacteristics and 7ner points o/the three di;erent departmentsnder his control

An e:cellent leader and mediator

maintain a sense o/ /airness andalance et6een the operationsand the e+os present in all theseoperations

F,B 2'1'3-21''4 (2'11-2'12)


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Service Director


F,B 2'1'3-21''4 (2'11-2'12)

1&

$ossess a political savv0 anddiscretion to interact 6ith theother directors and spervisors6ithin the or+ani?ation and 6ith

the o6ners to advocate on ehal/o/ his departments

Service DirectorSpervises motivates and directs all personnel in the service repairdepartment od0 shop and parts department

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