Service Administrative Supervisor - Jackson, TN


Job Purpose:

Supervise and coordinate activities of the clerical staff within the service department

Essential Duties and Responsibilities:

-        Monitor the scheduling of all shop and road service jobs while maintaining communication between customers and internal departments.                                                                                                                                                                             

-        Help to establish service department daily priorities.

-        Review PM schedule and accomplishment percent weekly.

-        Create service department benchmarks for monthly managers meeting.

-        Establish and maintain a strict schedule for repair estimates.

-        Enforce that all shop repairs (customer or internal) have a written and customer or Delta department manager (for internals) signed estimate prior to starting work.

-        Enforce that all additional shop repairs after the first estimate have a supplement estimate and it be signed for approval prior to performing additional work.

-        Assure customers are contacted if repairs are going to exceed the time or dollar amount of the original estimate.

-        Assure that work orders, time cards and billing are processed promptly and properly.

-        Track progress of all repair jobs on a daily basis.

-        Supervise dispatcher to maintain smooth flow of pick-up and deliveries to avoid conflicts or deadlines and promises.

-        Supervise dispatcher to maintain timely response of all road repairs within company’s average four (4) hour response time guarantee.

-        Weekly meeting with warranty  writer to review all claims are submitted on time, clearly written, the tracking log is up to date and report all factory write offs or declined claims to the service manager in a timely manner.          

Other Duties and Responsibilities:

-        To develop the correct attitude of all service personnel toward customer relations.                                      

-        The service administrative supervisor can satisfactorily achieve these goals by:

-        Establishing and enforcing high standards of quality, which will reduce service warranty.

-        Handling customer complaints promptly and fairly.

-        Informing customers of unforeseen problems or cost.

-        Developing cooperation between other internal departments by working out mutual problems together.

-        Bringing to the service manager’s attention facts about problems with customers or internal departments that cannot be solved without further escalation.

-         Inform service manager of deadlines that will not be met, reasons why and when the repairs will be completed.

-        Process all requests for customer credit memos to the service manager on a timely manner.

Other Duties and Responsibilities (continued):

-        Maintain positive communications with all company managers and departments.

-        Produce timely management reports for the service department.

-        Understand, keep abreast of, and comply with federal, state and local regulations Monitor and ensure superior customer communication skills for all department personnel.

-        Take initiative in developing new methods and procedures for the department as required.

-        Any and all other duties as assigned by management.

Qualification Requirements:

-        High school diploma or the equivalent.

-        Must demonstrate a high degree of communication and organizational skills to include the ability to apply logic and constructive thinking to solve problems.

-        Provide effective oral and written communications to customers, management and vendors.

-        Must be able to perform mathematical calculations, including decimals and percentages.

-        Must be PC literate and possess a thorough knowledge of general business procedures. These may be acquired via secondary education or additional college level courses, trade school training, or previous employment experience relevant to the position.

-        Has general knowledge of business administration with a high degree of mechanical knowledge and experience.

-        Possesses five to ten years of relevant business experience with previous supervisory experience. Must have a working knowledge of service operations and computerized parts programs.

-        Must be able to push, pull, lift or move up to 30 pounds.

 Employment Disclaimer: To perform this job successfully, an individual must be able to perform each essential duty and task satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract. Management reserves the right to change its contents at any time. This organization complies with the guidelines set forth in the American with Disabilities Act of 1990 and does not discriminate on the basis of race, color, religion, national origin, ancestry, sex, age, disability or status as a disabled veteran or veteran of the Vietnam era. This organization is an Equal Opportunity Employer.

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