Summary:
The Service Foreman with CSM Kenworth in Columbus is expected to be organize, lead, and control the flow of service work through the service shop while ensuring quality repairs at a fair cost to the customer. They will be responsible for maintaining Technician efficiency and productivity goals established by service management.
Responsibilities:
- Coordinates service shop workflow by effective coordination with Service Manager and assignment of jobs to Technicians
- Supervises all assigned service Technicians
- Coordinates department activities between service department, parts department, and service customer
- Facilitates effective communication between internal and external customers, vendors, and business contacts
- Ensures that all service phone calls are handled professionally and expediently
Duties:
- Assesses incoming service department jobs, makes initial repair diagnosis, and creates customer repair orders following company procedures to include obtaining customer signature on form
- Updates and closes computerized customer repair orders while ensuring all service department activities were accounted for and properly documented on the order
- Manages available billing hours by planning and effectively delegating workload to qualified and available service Technicians
- Provides leadership and demonstrate sound industry knowledge while serving as a technical resource for service technician staff
- Shows a heightened commitment to the success of the service department by demonstrating and assuring high standards for quality, safety and customer concerns
- Evaluates all work in progress to ensure repairs are proceeding in a timely fashion and completed with a high degree of accuracy
- Informs Service Advisor and various other service personnel of delays in work performance, necessary repair order extensions and additional service requirements
- Establishes and ensures adherence to maintenance schedule for service facility and shop equipment
- Communicates with customers regarding the scheduling of appointment, status of their repairs, parts availability, and work in progress
- Assists service Technicians in the service shop as needed
- Ensures an adequate resource inventory is available for technicians to include oil, grease, shop supplies, cleaning equipment and materials
Education, Skills, Experience:
- Formal technical school graduate certificate/degree (or equivalent work experience)
- Minimum of 5 years heavy duty truck or related industry experience to include processing repair orders, diagnosis, repair and maintenance of service jobs and customer service
- Effective written and verbal communication skills
- Familiarity with both DOS and Windows based computer programs
- Demonstrated working knowledge of warranty guidelines, claim procedures and company policies
- Ability to supervise employees and delegate work in a manner that best utilizes shop resources and technician abilities
- The ability to work under pressure while prioritizing and processing several tasks simultaneously
Work Environment, Physical Demands
- Ability to sit, stand, bend, kneel, stoop and lift/move up to 75 lbs. on a regular basis
- Ability to work in an environment to include 8-12 hours days with frequent exposure to weather conditions, vehicle and tool noise, and hazardous materials to include fuel, oil, grease, and cleaning solutions
CSM Competency Critical Accountabilities:
Customer Focus: Actively looking for ways to identify customer needs. Then Efficiently and effectively addressing those needs.
Communication - Visual and Verbal: Listening, speaking, and signaling so others can understand. Communicate in spoken English well enough to be understood by others.
Teamwork: Working cooperatively in a professional demeanor to complete work assignments.
Health, Safety, and Security: Recognize and mitigate safety hazards including hazardous materials, environmental hazards, and accident conditions on a construction site. Follow appropriate security procedures.
Scheduling and Coordinating: Making arrangements that fulfill all requirements as efficiently and economically as possible.
Problem Solving/Decision-making: Being open to change and to considerable variety in the workplace. Understanding the importance of learning new information for future problem solving and decision making.
Adaptability and Lifelong Learning: Being open to change and to considerable variety in the workplace. Understanding the importance of learning new information for future problem solving and decision making.
Note: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.