• Service Drive Lane Manager

    Lithia & Driveway (Albany, NY)


    Dealership:L0318 Armory Chrysler Dodge Jeep Ram Fiat of Albany

     

    Armory Chrysler Dodge Jeep Ram Fiat of Albany

     

    If you are an Automotive Service professional that has the drive to perform, exceed and excel… then we want you to come work with us!Get your career in gear today!

     

    Lithia Motors embodies a unique blend of talent, leadership, and professionalism in a culture that embraces our Core Values of Earn Customers for Life, Take Personal Ownership, Improve Constantly, and Have Fun. Explore new opportunities with one of the largest and most successful retail automotive teams in the nation!

    Responsibilities

    + Schedule and assign daily work objectives for the service consultants.

    + Monitor performance and counsel service consultants with behavioral or performance issues.

    + Train, coach, supervise and assist service consultants.

    + Assist in the service reception during peak traffic times by greeting customers in a timely and friendly manner to obtain customer and vehicle data.

    + Maintain all supplies required to operate the service drive.

    + Communicate with team leaders to determine status of jobs.

    + Review the open repair order report on a daily basis, review and resolve any open repair orders that are beyond current week's business.

    + Partner with all other dealership personnel to ensure quality of service provided to customers.

    + Perform quality inspections of vehicles being returned to customers.

    + Follow up with customers to ensure satisfaction with service work.

    + Understand and comply with federal, state and local regulations such as those governing the disposal of hazardous waste, OSHA right-to-know act, etc.

    + Follow company safety procedures to avoid exposure to fumes, dirt and harsh chemicals.

    + Answer incoming telephone calls in a friendly and professional manner in accordance with Incoming Telephone Calls standards (ITC).

    + Follow the Initial Customer Contact (ICC) process.

    + Greet customers in a friendly and professional manner.

    + Identify, confirm and offer resolution to customer concerns.

    + Communicate with customer what needs to be done, how much it will cost and when service will be complete.

    + Assess customer needs by conducting a vehicle walk around.

    + Attain agreement from customer for service needs.

    + Offer a multi-point inspection.

    + Write accurate repair orders using ADP system.

    + Follow the Interim Customer Contact (ICC2) process.

    + Provide estimates that are accurate and support upfront pricing guarantee.

    + Obtain approval to review findings of multi-point inspection and associated prices.

    + Obtain approval to proceed with Additional Service Requests.

    + Dispatch repair orders to technicians following department dispatch policy and utilizing cost control methods.

    + Communicate with technicians to gain clear understanding of services required and/or performed.

    + Follow-up with customer during repair/servicing of vehicle so they are aware of status.

    + Follow the Customer Delivery (CD) process:

    + Receive and process cash or credit payment for all services performed.

    + Upon completion of service promptly and professionally deliver vehicle to customer.

    + Ensure the Sales 2 Service process is thoroughly completed by welcoming the customer and explaining what we will provide them.

     

    Skills and Qualifications

     

    + Strong attention to detail

    + Sense of urgency

    + Excellent communication

    + Typing – ability to type efficiently

    + Mathematics – using mathematics to solve problems

    + Accounting - knowledge of basic accounting principles

     

    Actual pay offered may vary depending on skills, experience, job-related knowledge, and location.

     

    Information about LITHIA’s comprehensive benefits can be reviewed on our careers site at https://www.lithiacareers.com/

    We offer best-in-class industry benefits:

    + Competitive pay

    + Medical, Dental and Vision Plans

    + Paid Holidays & PTO

    + Short and Long-Term Disability

    + Paid Life Insurance

    + 401(k) Retirement Plan

    + Employee Stock Purchase Plan

    + Lithia Learning Center

    + Vehicle Purchase Discounts

    + Wellness Programs

     

    High School graduate or equivalent, 18 years or older required. We are a drug-free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.