General Service Technician / Service Advisor (Hybrid Role) - Next Generation Auto - Baldwin, WI in Baldwin, Wisconsin at GreatWater Garages

General Service Technician / Service Advisor (Hybrid Role) - Next Generation Auto

• Next Generation Auto, a GreatWater Garage
• Shop Address: 910 Hillcrest St, Baldwin, WI 54002
• Shop Hours: M-F: 8AM-5:00PM CST

Purpose & Objective:

The General Service Technician/Service Advisor hybrid role was created to assist smaller shops with their staffing needs. The General Service (GS) Technician collaborates with certified technicians to ensure all work requested by the customer, has been completed and that the car is found in better condition than when we found it. While acting as a Service Advisor, the teammate is responsible for customer service, entering work orders, and assigning work to technicians. In addition, this role helps make sure the shop is clean, organized, stocked and safe.

GS Tech Responsibilities and Duties:

• Know, adhere, and act in a manner aligned with safety and environmental standards for maintenance/repair facilities.
• Learn how to diagnose and repair basic automotive including brakes, alignments, suspensions, cooling and electrical, while adhering to state/local laws and guidelines.
• Install and perform tire maintenance and/or service.
• Fluid services on most vehicles including oil, transmission fluid, differential fluid, and others.
• Safely operate and maintain customer or warehouse vehicles and equipment.
• Keep a clean, safe, and organized working environment and optimize space utilization.
• Cleans and preps the shop by keeping shop area clean, safe, free of debris and other hazards.
• Promotes a safe work environment
• Other tasks: Allow no job to be too small or beneath oneself. Fill in on tasks as needed to maintain the flow of the shop. Examples could be running a shuttle, selling tickets, checking out customers, cleaning the bathroom, picking up a part, or any other task that can be safely completed
• Any other task as assigned by Company or direct supervisor

Service Advisor Responsibilities and Duties:

• As needs dictate, the teammate in this position may be asked to handle the below Service Advisor duties:
• Greets customers warmly and politely and is available at all times in the customer waiting area to answer questions and/or address concerns.
• Answers incoming phone calls within 3 rings
• Tracks all vehicles and performs data entry of vehicle and customer information
• Tags vehicles upon arrival
• Enters vehicle and customer information into the Protractor database/software
• Takes responsibility for the workflow of vehicles by keeping current and clear notes on work orders and keeping track of the workflow stage each vehicle is in
• Works with Technicians by assigning work orders based on the Technician’s availability and ability
• Communicates clearly and effectively with Technicians, other Service Advisors, and the Service Manager on customer needs/expectations, prevalent work order information, and which tasks you are working on to avoid working on the same task.
• Informs Service Manager when you are not able to be present in the customer waiting area so the waiting area can be staffed
• Reviews the Technician’s recommendations of repairs/serviced needed on customer’s vehicle with the Technician
• Ensures all maintenance is up to date on the customer’s vehicle
• Builds the estimate and communicates with the customer for authorization of work to be done
• Communicates the customer’s approval to the Technician
• Receives ordered parts into the work order
• Upon job completion, notifies the customer the vehicle is ready and arranges for payment and delivery of vehicle
• Perform road tests of repaired vehicles (as needed)
• Other tasks: Allow no job to be too small or beneath oneself. Fill in on tasks as needed to maintain the flow of the shop. Examples could be running a shuttle, selling tickets, checking out customers, cleaning the bathroom, picking up a part, or any other task that can be safely completed which is needed.
• Any other task as assigned by Company or direct supervisor

Minimum Requirements:

• 6 months of relevant experience preferred in an automotive repair facility or trade school
• 3 months of customer service experience in any customer service industry
• Computer Knowledge & Ability: Must possess a working knowledge of how to use a Microsoft Windows software and have the ability to enter data into a computer accurately and at a quick pace
• Desire and willingness to learn how to be an Automotive Technician
• Willingness to possess required state and local certifications in the future to be able to legally perform the work
• Must possess a valid US Drivers License, be insurable on Company insurance policy, and possess the ability to drive a vehicle with passengers and perform drivability assessments
• Willingness to obtain required State or Local certifications
• Willingness to earn ASE certifications and work towards being a Master ASE Technician
• Entry-level knowledge and skill in passenger automobiles diagnostics including using a diagnostic tree, performing testing procedures to discover the cause (and repairs needed) to correct a customer’s complaint
• Entry-level knowledge, ability, and skill in performing mechanical repairs and services on passenger automobiles including removing and reinstalling of parts, and doing service procedures
• Entry-level knowledge and skill of how to perform a thorough inspection on a passenger automobile for the purpose of finding service and repairs needed on the miles and condition of the vehicle
• Ability to communicate in English with others verbally and in various written forms. Ability to communicate in written forms both with hand-written communication and typed communication.
• Entry-level ability and knowledge of how to use a computer and diagnostic tools to diagnose vehicles, look up repair instructions, and access Customer Management Software.
• Math Skills: Must possess ability to count. Must know how to perform basic math functions using a calculator.
• Learn and abide by Company hours of operation, procedures, policies, and safety policies
• Willingness to be measured on learning company policies, procedures, theory, diagnosis & repair procedures
• Exhibits team participation sills by participating in ongoing training (on and off site)
• Able to operate a standard transmission.
• Minimal mechanical tools required.
• Affinity for automotive maintenance/repair.
• Possesses an increasingly broad knowledge of how vehicles’ complex components work and interact.

Work Environment & Physical Requirements:

• Physical Demands:
• Must be able to get into and out of various vehicles without assistance.
• Must be able to drive a motor vehicle with passengers.
• Must be able to lift and carry up to 50lbs without assistance.
• Ability to view a monitor, and use touch screens, mice, and keyboards.
• Ability to climb up/down and over/under work platforms and lifts to access vehicles for repair
• Ability to stand for long periods of time
• Ability to perform major and fine motor skill movements using body to perform the necessary actions to complete a repair, service, vehicle inspection, or shop cleaning activity.
• Ability to reach overhead, push, pull, bend over/down, stoop, and other major body movements frequently
• This job operates in an environment with extensive exposure to an automotive repair shop environment. The job will have exposure to a moderate noise level, adverse weather conditions, chemicals, odors, dirt, and dust. This role routinely uses standard office equipment such as computers, phones, photocopiers & scanners.
• Must possess a current valid driver's license and have a satisfactory Motor Vehicle Report (MVR)
• Ability to work flexible hours/days including evenings and if shops are open, weekends; additional time may be required depending on business needs.
• The job will have exposure to a moderate noise level, adverse weather conditions, chemicals, odors, dirt, and dust. This role routinely uses standard office equipment such as computers, phones, photocopiers & scanners.
• Ability to work flexible hours/days including evenings and if shops are open, weekends; additional time may be required depending on business needs.