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Job Title (code): Parts and Service Coordinator (DZ510)
Date: January 31, 2023
Reports To: Service Management
Revised: June 16, 2023
FLSA Status: Non - Exempt
Department: Parts & Service
Prepared By: Service Director & Parts Director
Approved By: EVP – Parts and Service
POSITION SUMMARY
This position coordinates and performs Service and Parts Counter activity during off-peak hours to facilitate heavy-duty truck repairs and over-the-counter parts support. He/She advocates for the customer and their overall satisfaction as appropriate from both a Service and Parts perspective.
ESSENTIAL DUTIES and RESPONSIBILITIES
Coordinates Service and Parts-related activities, ensuring both departments work effectively together in service to the customer.
Assists customers on the phone or in person in a friendly, professional, and efficient manner.
Performs Service events, including but not limited to:
Interviews the customer to get as much information about the repairs needed.
Identifies who is responsible for paying for the repairs prior to invoice creation.
Opens repair orders in a complete manner with all needed documentation.
Completes and communicates repair estimates to customers and gets approvals for repairs.
Ensures that the complaint, cause, and corrections on each repair order is complete and written in the simplest context so anyone can understand what was completed.
Reviews all warranty repairs and double checks that all requirements for filing a warranty are present (ECM images, parts tagged, forms filled out, etc.....)
Focuses on offering the right part the first time, accuracy is critical.
Offers all needed parts to the customer for the job they are performing.
Receives payment (Cash, Check or PO) prior to the truck leaving the facility or during parts transactions.
Follows all related Parts and Service policies and procedures, including ensuring all invoices/orders/confirmations are approved and signed by the customer.
Keeps all work areas clean, orderly, and free or clutter.
Completes all required training (technical training, compliance training, etc.) related to Parts and Service.
Maintains a professional appearance, safe working habits, and compliance with all company policies.
Performs other related duties as assigned by management, including leading/participating on special projects.
SUPERVISORY RESPONSIBILITIES / ORGANIZATIONAL STRUCTURE
Reports directly to Service Management with direct ties to parts inventory management practices.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED). Additional related training is a plus.
Four years related experience and/or training preferred.
REQUIRED SKILLS
Effective Communicator with all levels of daily business contacts
Must have the soft skills needed to engage with ALL customers and communicate effectively.
“Can Do, make it happen” attitude coupled with a High-energy level with a contagious optimism for the Truck Dealership business.
Ability to read, analyze, and interpret the most complex documents.
Ability to respond effectively to the most sensitive inquiries or complaints.
PHYSICAL DEMANDS
Position requires extended periods of standing, walking, stooping, and lifting. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.