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International Trucks of Hawaii is looking for a Manager/Supervisor for our Service Department.
Summary: Manage & supervise the daily activities of the Service Department assuring the service process is followed on every repair. Provide individual, personalized attention to customers to ensure they are completely satisfied with the service experience they receive. Direct Service Technicians in a manner that drives safety, efficiency and profitability. Responsible and accountable for the service operations and results.
Key Responsibilities:
1. Safety:
a. Adhere to all safety standards and practices.
b. Assure technicians follow all basic safety procedures and proper safety equipment is available.
c. Assure housekeeping efforts are completed daily including bay clean up and parts/cores return.
2. Quoting: Prepare detailed, accurate quotes and communicate the results to the customer.
3. Scheduling: Schedule jobs as required by customer demand and technician availability and communicate the results to the customer.
4. Warranty Administration: Determine applicable warranty coverage based on failure analysis. Create detailed, accurate warranty claims and follow up until payment is received.
5. Invoicing: Create customer invoices based on quote provided.
6. Communication:
a. Communicate with customers either by phone or in person to provide quotes and/or updates on repairs. Handle and resolve issues. Be a resource to customer inquiries.
b. Communicate with Parts Department personnel to help ensure that parts are staged for upcoming repairs.
c. Communicate with Service Technicians to ensure that timely and efficient repairs are performed.
7. Supervision of Technicians:
a. Supervise daily activities of the technicians.
b. Assure technician efficiency by providing job plans and updates as repair changes occur.
c. Assure Right the First Time repairs by utilization of quality control sheets.
d. Assure JSA compliance by means of weekly audits.
8. Coaching of Technicians:
a. Discuss weekly productivity updates.
b. Discuss comeback resolution.
c. Complete Quarterly Reviews.
d. All other assigned duties.
General Competencies:
1. Concern for Safety Promotes a safety conscious work environment.
2. Team Leadership - Ensures that team members have the information, direction, and guidance they need to be successful.
3. Customer Focus - Looks for ways to add value beyond customers' expectations.
4. Achievement Orientation - Actively works with team members to achieve or exceed Company efficiency targets.
Education, Experience & Other Requirements:
1. Associates degree or equivalent; Bachelors degree preferred.
