HTC - Service Foreman

Job Description

Job Description

Description

The Service Foreman’s main responsibility is to assist the Service Manager and the Service Advisors in the organization and execution of the service shop’s production. This is achieved by leading multi-skilled teams delivering the agreed service and quality at the promised time.

The incumbent in this position is expected to model the following practices on a daily basis: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) Participate in ongoing self-development.

• Models, promotes, reinforces, and rewards the consistent use of HOLT’s Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission.
• Hires, develops, evaluates and influences effective and consistent productivity and teamwork to ensure the delivery of Legendary Customer Service (LCS).
• Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards.
• Performs other duties as assigned.

Service Shop Production: 

• Optimize the service shop flow by leading the supporting technicians, acting in real time, ensuring safety, quality and cost-efficient job performances. 
• Interact with the Service Advisor for planning of repair orders 
• Monitor and act in real time to fulfill customer requirements 
• Comply with health and safety guidelines and rules, ensuring compliance across their teams 
• Lead the service shop by work prioritization and job assignment according to employees’ competence, abilities, and shop capacity 
• Monitor work progress and spot deviations in delivery time 
• Re-plan the service shop to fit in any additional jobs during operations 
• Review repair orders to ensure all actions have been documented according to the service shop policies and procedures 
• Identify, suggest, and decide if additional work is needed, inform Service Advisors 
• Provide technicians with instructions and directions ensuring proper use of skills, equipment, procedures, and tools 
• Collaborate with technicians, regarding a problem or job, to find the best solution for the customer 
• Assist technicians in the execution of tasks when needed 
• Takes responsibility for service shop cleanliness and tidiness, taking actions when necessary 
• Monitors the service shop production to encourage continuous improvement 
• Test drive vehicles when required or if Technician is not available 

Service Shop Communication 

• Secure communication throughout the production and interface with other departments and customers. 
• Interact with Service Advisor and customers to secure communication and flow of information 
• Cooperate with other departments, ensuring a conscious and proactive approach 
• Liaise with the Parts Manager or Dealer Management on issues affecting availability of parts, and to take responsibility to communicate parts ordering needs to proper personnel in the absence of the Parts Manager. 
• Take active part in pulse meetings 

Service Shop Planning 

• Ensure service shop utilization and efficiency by setting routines and planning the work. 
• Set routines for spotting deviations and acting in real time (re-work, warranty matters, etc.) 
• Set routines to ensure available resources to complete planned work and fulfill customer expectations 
• Set routines to secure resource availability regarding tools, special equipment, and parts 
• Set the content for and hold daily planning and follow up meetings, assign repair orders, resources, etc. 
• Set routines and rules to fulfill the Health and Safety requirements 
• Plan the end of shift work handover 
• Replace, repair, and calibrate tools, as well as require purchase of new tools securing the workshop infrastructure needed to carry out work 
• Create proposals for improving the service shop offers, local campaigns, service menu options, service specials, etc. 

Service Department Leadership 

• Create and foster an environment that embraces acceptance, cultivates teamwork, holds everyone accountable, and steadfastly commits to professional development. 
• Facilitate and encourage team to maintain and enhance professional and technical knowledge by attending educational workshops, professional publications, establishing personal networks, and participating in professional societies, leading by example. 
• Contribute to the business goals by accomplishing related results and participating on projects as needed. 

Business Acumen - Using an understanding of business issues, processes and outcomes to maintain and enhance the business performance 

Coaching - Helping others to make the most of their qualities and competences to accomplish tasks and solve problems. Encourage a ”Dare to try, Manage the risk” approach, allowing learning from mistakes. 

Products and Services - Maintains an up to date understanding of International and IC Bus products and services necessary to perform duties and tasks. Understands International products and services value proposition connected to processes and business. 

Repair and Maintenance - Demonstrates understanding of International’s repair and maintenance concepts, troubleshooting, repair methods and techniques, vehicle technical aspects, tools and equipment. Ability to use instructions and documentation. Ability to conduct repair and maintenance on International Truck and IC Bus products 

Resource Management - Planning, allocating, and mobilizing resources (human, physical, informational, and financial resources) to achieve organizational goals 

Safety - Demonstrates understanding for importance of safety and  policies, procedures, and regulations. Creates and safeguards a safe, and sustainable work environment for all employees. 

Using Information Technology - Using software and information technology to accomplish one's work. 

Education and Experience:

• High school education or equivalent.
• Team leader experience or leadership education. 
• Relevant work experiences in the medium/heavy duty industry or service shop environment. 
• Driver’s License – preferably CDL.

Supervisory Responsibilities: 

• This position supervises shop and field service technicians and will provide input to the manager regarding evaluations, merit increases, and career development.

Travel: 

• Less than 10% travel per year with some overnight stays; 90% related to training.

Physical Requirements:

• Must be able to move objects, and use abdominal and lower back muscles to provide support over time without fatigue.
• Frequently moves materials or equipment weighing up to 50 pounds.
• Constant movement and use of limbs; this position requires good manual dexterity, coordination, and stamina.
• Ascend/descend with gradual or continuous progress by oneself, using both hands and feet and climb up and down ladders.
• Be able to safely maneuver and work underneath equipment.
• Routinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect work.

Work Environment:

• Regularly works indoors around moving mechanical parts and may be exposed to weather extremes when working outside in conditions that include inclement weather, heat, cold, and humidity.
• Noise level may be loud at times.
• Exposure to small quantities of chemicals, steam, high-pressure water, and high-speed rotating equipment.
• Significant time spent in confined spaces and high places.

Disclaimer:

Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.