Service Technician

Job Description

Job Description

BASIC JOB SUMMARY:

The Service Technician is responsible for the repair of assigned vehicle jobs. 

SPECIFIC RESPONSIBILITIES:

1. Assist the dealership in its efforts to achieve a high level customer satisfaction through proper repair procedures, attitude, and communication.
2. Properly complete jobs for which the technician is trained and qualified as assigned by service management. Work on jobs on repair order only unless the General Manager authorizes otherwise.
3. Complete all work according to the applicable safety requirements and published procedures and make every effort to achieve the production objectives set by management.
4. Maintain an inventory of mechanical tools needed to perform the work for which the technician is trained and qualified for that are not normally inventoried by the service department as “Special Service Tools.”
5. Properly use the Special Service Tools, shop equipment, computers, and repair manuals provided by the service department. Return them, cleaned and in order, to their assigned location after use. Do not ever remove these tools from our shop facility. Report missing, damaged or malfunctioning tools to the manager.
6. Review and adhere to Shop Rules for Technicians.

OTHER RESPONSIBILITIES:

1. Show common courtesy to all customers, supplier/vendors and dealership personnel.
2. The dealership requires technicians to participate in a uniform program and to wear a uniform daily. Report uniform shortages, errors, and damage to the service manager immediately.
3. Clock in to work each day upon arrival and when returning from lunch break, and out upon departure for lunch break or at the end of the day.
4. Wear the appropriate eye, ear, or skin safety protection where necessary. Report any unsafe situations or injuries to management immediately.
5. Produce high quality work that evidences pride of workmanship:
   • Give top priority to any job that has returned due to improper repair or diagnosis (comeback).
   • Review technical service bulletins, publications and training communications regularly, and prior to commencing work on an assigned job.
   • Seek clarification of the customer concern from the Service Consultant and/or customer to effect repairs.
   • Utilize the assistance of the shop foreman, an experienced and qualified co-worker, and the manufacturer’s technical assistance on jobs that are difficult, unfamiliar, or that a repair correction is not apparent.
   • Perform a quality control inspection on every vehicle, including a test-drive, and
   • Perform a Multipoint Vehicle Inspection on every vehicle and submit service requests to the Service Consultant promptly so that the job can be proposed to our customer and sold.
6. Record time on and time off for each job to reflect the time repairs ensued and were completed so that the actual amount of time spent on each job can be determined. Claimed additional hours on warranty repairs require “straight-time” recording for payment of time worked beyond the manufacturer’s labor time allowance. Procure the service manager’s signature on the repair order line for any “add-on” warranty work before commencing work.
7. Notify the Service Consultant and Foreman when a job will take longer than the prescribed labor time allowance or there is a delay, and when the job is complete.
8. Notify the foremen if you damage the vehicle during the course of repairs, or if you find addition damage or concerns on the vehicle.
9. Ensure that every customer’s vehicle is returned to them as clean as it was prior to being serviced: 
   • Use protective gear (fender and seat covers, floor mats, etc.) and other precautions to prevent the vehicle from getting damaged,
   • Wipe down surfaces and remove minor stains, and
   • DO NOT modify vehicle settings (radio station, seats, etc.) and leave them in their original position.
10. Participate in the technical training as assigned by management and utilize it to the best of one’s ability. Actively participate in the Manufacturer’s Technician and Industry Certification Programs (ASE) and continually upgrade skills in an effort to earn competencies in the various mechanical categories. Strive to maintain Master Technician status.
11. Perform all mechanical repair work in an area of the shop that is designated by management. Maintain assigned work space in an organized and clean manner. Hang air hoses, put away shop lights and clean stall and common areas before leaving for the day. Use trash cans and scrap parts receptacles for recycling. DO NOT HOLD CORES, WARRANTY SCRAP PARTS OR JUNK ON BENCH OR IN THE STALL.
12. Utilize parts requisition procedure for procuring parts from the parts department.
13. Warranty scrap parts and core return procedure requires your signature on the parts requisition form immediately next to the part number and description to evidence the receipt and custody of the same to our parts department personnel. Failure follow this procedure exactly and return a warranty scrap part or core in “ready to return condition” (i.e. clean, drained, all parts pieces included and undamaged, and with original packaging) will result in a full chargeback of that job to you.
14. Provide complete and accurate explanations in the three “C’s” format on the repair order to describe the work that was performed. Do not fail to accurately record manufacturer’s required data readings (i.e. bulletin number, unique failure and flush codes, technical assistance case codes, etc.) and the actual ending odometer reading after test drives.
15. Utilize the appropriate inspection forms when performing pre-delivery inspection services, used vehicle inspections, and vehicle maintenance & safety inspections.
16. Use shop supplies and materials in a practical and economical manner. Handle all toxic chemicals and hazardous waste or parts according to the manufacturer’s and dealership’s policies. DO NOT DUMP ANY LIQUIDS IN DRAINS – they must be kept in properly labeled containers of like substances and disposed of properly.
17. Report any situation or condition that jeopardizes the safety, welfare, or integrity of the dealership, its employees, or customers, including unauthorized individuals in the shop like solicitors, customers, employee family members, and other departmental staff members to management.
18. Park your personal vehicle in designated employee parking areas and not in the facility. If your vehicle needs service, present it on the service driveway to a service consultant who will write-up a repair order.

SPECIAL REQUIREMENTS:

1. Communicate clearly and logically so that technical terms and procedures can be understood by others who do and don’t have technical knowledge.
2. Read and comprehend bulletins and repair manuals in the English language.
3. Type using a computer keyboard and mouse to record causes and corrections on the repair order. Must write legibly, too.
4. Take training via different mediums, including written tests, broadcast or webinar, and hands-on. May be required to travel overnight for training.

ENVIRONMENTAL CONDITIONS:

The work environment includes the following weather conditions: heat, humidity, cold, moisture, and wind. Noise levels are moderately significant (engines and machines operating) to spikes in levels for short periods of time from the operation of power tools. Vehicles can have dangerously hot surfaces and fluids, and systems that can explode, like airbags, and they also have sharp edges that can cut human flesh, for which protective gear must be worn and repair procedures must be clearly followed to avoid accidents and injury.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by the Service Technician to successfully perform the essential functions of this job. Because of the nature of the job only very limited reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Standing: Must be able to work in a standing position up to 8 hours per day in 4 hour intervals on concrete and asphalt surfaces.
2. Sitting: Certain mechanical tasks may require the technician to work in the sitting position up to 1 hour intervals with mobility breaks as necessary. Sitting surfaces will depend on the tasks being performed.
3. Walking: Various tasks will require walking as much as 100 yards on concrete or asphalt surfaces. 10 – 20% of the day requires walking in multiple increments.
4. Changing Positions: Flexibility is allowed in making frequent position changes (standing, sitting, and walking) as necessary to physically perform routine mechanical tasks.
5. Carrying/Lifting: 80-90% of the day will be spent carrying objects that weigh less than 10 lbs. Less than 5% of the day will be spent lifting objects that weigh over 10 lbs. but not more than 50 lbs. These objects may come in various shapes and sizes. If the object is too bulky or heavy, seek assistance and use appropriate equipment.
6. Pushing/Pulling: Various types of equipment (i.e. engine hoist, floor jacks, engine analyzer, air hoses, etc.) will require pushing and/or pulling. Pushing is also required when moving inoperative vehicles. Some objects will require up to 50 lbs. of torque or effort for 100 feet or less. Pushing /pulling activities are required 10 – 15% of the work period.
7. Bending/Twisting: The ability to bend and/or twist from the waist, knees, neck, back, or arms is required 100% of the time while performing repair operations. 80 – 90% of the work period will be spent performing repair operations.
8. Reaching/Handling: All repair operations will require the use of hands and arms. 90% extension, contraction of arms and 180 degree rotation of hands/arms will be necessary to perform routine job tasks. 80 – 90% of the work period will require various reaching/handling functions.
9. Climbing: Technicians may be required to service vehicle roof panel accessories or modified equipment installed on customer vehicles. These repairs may involve ascending and descending job-approved steps or ladders. DO NOT IMPROVISE.
10. Crawling/Kneeling: Crawling and/or kneeling are required when positioning a floor jack or hydraulic lift on concrete surfaces. Some crawling and/or kneeling may also be necessary to inspect under a vehicle at ground level. This function may be necessary 10 – 15 times per work period in 1 – 5 minute increments.
11. Listening:  Yielding all other activities to listen for certain noises or conditions while other noises are happening around you and in the background.

SPECIAL SITUATIONS (INJURY STATUS):

Technicians sustain injuries on occasion. Report any injury, minor or not, to the Service Manager immediately and recount all circumstances and name any witnesses to the injury as per handbook and dealership policies. Except for minor incidents, like cuts/abrasions/pricks/dust in eye/etc., you are required to submit to a heath screening as soon as reasonably possible.

IF you are not able to return to work, notify the Service Manager or General Manager and submit a doctor’s excuse as soon as reasonably possible. Ask the doctor to record your injury status as it relates to work on the excuse. From the doctor’s record, IF you are able to perform partial job duties or light duty work, like training or assisting the dealership with office work (filing, phone calls, etc.), you are expected to do so. IF you are not able to return to work at all, call in to the Service Manager each day with updates at to your status if reasonably possible. Also, let the Service Manager know about doctor’s follow-up visits as soon as you know the date, time and hours that you will need to take away from work.

EMPLOYEE ACKNOWLEDGEMENT

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, workloads, rush jobs, or technological developments).

I have carefully read and understand the contents of this job description. I understand the responsibilities, requirements and duties expected of me. I also understand that this job description does not constitute a contract of employment nor alter my status as an at-will employee. I have the right to terminate my employment at any time and for any reason, and the dealership has a similar right.