Technician/Advisor - Concord, NH

TITLE: Tech-Advisor (T/A)


REPORTING TO: Service Manager EMPLOYMENT CLASSIFICATION: Non-exempt / hourly


GENERAL SUMMARY:

The Tech-Advisor lives VIP's mission to EARN AUTOMOTIVE CUSTOMERS FOR LIFE by learning the VIP culture and processes to help the team ensure that all customers get a different & better experience. A Tech-Advisor must be able to work effectively with team members to ensure effective communication, teamwork, and operation in serving customers at their location. The Tech-Advisor delivers an exceptional customer experience and high-performance results through helping the team achieve execution of VIP programs and standards.


ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Makes sure that workplace safety is Priority #1. Follows all safety policies, completes all safety-related training, locks out any unsafe equipment, and reports any unsafe conditions or actions to a member of Management.


2. Work at the counter as a service writer necessary, serving customers by consulting with them, building relationships with them, and by following the VIP processes to educate them about the condition of their vehicle, based on mileage and results of the MPI vehicle inspection.


3. Work in the shop as a technician when necessary, taking work orders as assigned by management, and completing all required services on customers' vehicles in accordance with VIP standards and procedures.


4. Fulfill all required training and certification for both the positions of Service Writer and Installation Technician and be able to successfully carry out the required duties of both


5. Achieve better than average success in customer engagement and production of billed hours as measured by VIP Tech-Advisor productivity


6. Learn and be able to successfully execute all activities as assigned by the Service Manager and help the team deliver a different and better customer experience to every customer.


7. Learn VIP's processes and be prepared to successfully execute the essential duties and responsibilities listed below


a. Take and pass all required and assigned LMS training


b. Complete all relevant vendor training


c. Become T.I.A basic automotive tire service (BATS) certified


d. Become T.I.A. advanced TPMS certified


e. Become ASE certified


f. Effectively communicate with the team throughout the day, daily huddles, and bi-monthly store meetings


g. When assigned to the counter, monitor e-mail throughout the day for customer appointments and communication


h. Train, support and deliver the 5-for-5 process to educate our customers about their vehicle's conditions and partnering with them on any necessary solutions


i. Attend off site meetings and training sessions as needed. Typically, several times per year


8. Facility and Equipment Maintenance


a. Ensures satisfactory maintenance, appearance, and condition of facility to comply with security, safety and environmental codes and ordinances


b. Ensures satisfactory maintenance, appearance, and condition of equipment, ensuring the team has the resources they need to meet our customer's needs


c. Ensures appropriate steps are taken to maintain a clean service department throughout the business day


d. Any facility or equipment issues should be entered into the facility or equipment database


9. Procedural Compliance


a. Enforces strict compliance with the service Code of Ethics and all municipal, state, and federal regulations and procedures pertaining to the operation of the location.


9. Additional Responsibilities (Performs other functions as required.)
• Communicates with management to ensure compliance with service standards and company policies


PERFORMANCE MEASURMENT:
• The Tech-Advisor supports the Service Manager to help the team achieve all targeted levels of performance as outlined by leadership through various daily, weekly, and monthly reports.


STANDARD MANAGEMENT WORK WEEK:
• SCHEDULE: The standard expectation is 5-day work and 40 hours per week.
• ATTENDANCE: Arrive prior to each work shift, be ready to perform duties upon shift start time, and work all scheduled hours as directed by management team


REQUIRED QUALIFICATIONS:

1. Knowledge, Skills, and Abilities
• Excellent verbal and written communication
• Sound business sense, with the ability to analyze, prioritize, identify, and implement solutions
• Strong organization and time management skills
• A comprehensive understanding of automotive servicing and the industry


2. Minimum Educational and/or Experience Level
• One year of related experience in automotive service field
• Completion of two-year college or technical school program recommended
• Or an equivalent combination of education and experience


3. Proven results Certificates, Licenses, and/or Registrations
• Current, valid driver's license issued in state of residence
• Equipment Safety Certification
• ASE Certification C1- Service Consultant required
• ASE Certification P2 - Parts Specialist recommended
• ASE Certification G1 - Maintenance and light repair recommended
• ASE Certification A4 - Suspension & Steering
• ASE Certification A5 - Brakes
• State Inspection License Required (where applicable)


ESSENTIAL JOB FUNCTIONS include the following. Other duties may be assigned.


Work Environment

The work environment characteristics described here are representative of those associate encounters while performing the essential functions of the Tech-Advisor job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions. Job duties are performed within an indoor service department (generally 800 to2500 sq. ft.), which opens to the outdoors via overhead doors. While performing the duties of this job, the associate is exposed to varying weather, climate and temperature conditions, mechanical equipment, automotive and industrial cleaning chemicals, and noise levels that may reach 110 decibels depending upon type of service being performed. Protective eyewear must be worn in the service area at all times.


Physical Demands

The physical demands described below are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Listed below is a table that summarizes the physical activities associated with the position and the average amount of time required of each physical activity. Protective back support belts must be worn while performing strenuous physical activities involving lifting and exerting force.


Essential Physical Activity Requirements

Less than 1/3 of Time

1/3 to 2/3 of Time

More than 2/3 of Time

Sitting


Reaching


Standing


Pushing / Pulling


Walking


Climbing


Kneeling


Crawling


Essential Weightlifting/Force Exertion Requirements

Listed below is a table which summarizes the amount of time spent and weight lifted, or force exerted in the position.


Less than 1/3 of Time

1/3 to 2/3 of Time

More than 2/3 of Time

More than 21lbs.


Up to 20lbs.


Essential Vision Requirements

• Close vision (clear vision at 20 inches or less)
• Distance Vision (clear vision at 20 feet or more)
• Color Vision (ability to identify and distinguish colors)
• Peripheral Vision (ability to observe an area that can be seen up and down or to the left and right while eyes are fixed on a given point)
• Depth Perception (three-dimensional vision, ability to judge distances and spatial relationships)
• Ability to adjust focus (ability to adjust the eye to bring an object into sharp focus)

ACKNOWLEDGEMENT:

Supervisor Date Associate Date


This position description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended to include all duties and responsibilities.