Automotive Service & Parts Job Descriptions

Service Consultant, BDC, Warranty & Parts Advisor Job Descriptions

Ontario

Training The Next Generation Of Automotive Service & Parts Staff To Be Outstanding Leaders

Passionate about making a measurable impact in all we do.

Download This PDF And Other Great Automotive Resources!

SERVICE CONSULTANT – JOB DESCRIPTION

FUNCTIONS:

• Customer Relations
• Sales & Marketing Ability
• Interdepartmental Relations
• Collecting Diagnostic Information
• Value Auditing
• Process Service Information
• Appointment Scheduling

SKILLSETS:

• Adaptability
• Strategic Analysis
• Continuous Improvement
• Customer Enthusiasm
• Sound Judgement
• Organizing and Planning
• Collaborate with Team Members
• Knowledge of Product

PERSONALITY ATTRIBUTES:

• Patience
• Attentiveness
• Cognitive Empathy
• Clear Communication Skills
• Ability to Use “Positive Language”
• Ability to “Read” Customers
• A Calming Presence
• Persuasion Skills
• “WOW” Customer Service

REPORTS TO:

  • Fixed Operations Manager

  • Service Manager

  • Our Customer

BUSINESS SKILLS REQUIRED:

  • Ability to greet customers with courtesy and efficiency.

  • Knowledge of appropriate telephone, texting and email etiquette.

  • Ability to encourage additional vehicle service/maintenance and problem prevention recommendation sales to customers.

  • Knowledge of automotive systems and ability to explain systems and repairs to customers of varying levels of technical understanding.

  • Ability to influence, negotiate and resolve concerns effectively.

  • Properly document customer concerns on customer service orders.

  • Knowledge of warranty and service/insurance policies.

  • Ability to readily work with numbers, mathematics, high-dollar amounts.

  • Ability to estimate time of service or repair job for purposes of efficient scheduling.

  • Highly organized, detail oriented, and able to thrive in a fast paced, changing environment.

CUSTOMER SERVICE ORIENTATION:

  • Believes that the customer is the most important thing.

  • Devotes maximum attention and effort to providing the highest levels of customer service.

  • Feels a personal sense of achievement when customers are delighted.

  • Understands and anticipates customer needs and works tirelessly to meet them.

  • Willing to go above and beyond the call of duty to help customers and resolve their problems.

  • Thrives on ensuring that the customer experience is the best it can be.

  • Sees customer complaints firstly as opportunities to create customer satisfaction.

  • Driven to make sure every customer feels valued.

POSITION SUMMARY:

  • As our Service Consultant you are responsible for establishing rapport and trust with customers.

  • Complete a detailed vehicle walk-around with the customer.

  • Review open champagnes or recalls in dealer portal.

  • Review customers history and prior declined work.

  • Illustrate to customers the purpose of a “Vehicle Inspection Sheet” and inform them we will be in contact again with a status report shortly after our technician has reviewed their vehicle.

  • Documents vehicle problems by listening to customers describe them and by asking probing questions.

  • Discuss how a 100% Satisfied CSI is important to us and to contact us should they feel otherwise.

  • Suggest you would also appreciate a glowing Google review.

  • Road-test customers vehicle to confirm problems as stated by customer when required.

  • Perform a quality check or road-test again after service to ensure repairs have been completed.

  • Clearly communicate the cost of each repair required (labor and parts combined).

  • Establishing method of payment for repairs (customer pay, warranty, fleet, finance, etc.) with customers.

  • Contact fleet or insurance company for repair authorization and again for repair finalization (if applicable).

  • Properly documenting customer declined repairs, additionally review any past declines for discussion with customer on current visit.

  • Educate customers with values and benefits of proper vehicle maintenance; i.e. reducing carbon footprint, improve fuel economy and extending the life of their vehicle.

  • Recommends additional maintenance and repair services to customers when appropriate.

  • Obtain customers authorization on each repair suggested prior to start of each job.

  • Arrange a rental car or shuttle ride where applicable

  • Maintains extensive contact with customers throughout the day, keeping customers informed with the status of their vehicle repair (i.e. 10:00, 2:00 & 4:00 updates).

  • Constantly communicates with Technicians to obtain information on required vehicle repairs.

  • Monitor their customers vehicle throughout the day ensuring repairs will be completed on or before the promised time.

  • At end of vehicle repair and prior to contacting your customer you must:

  1. check vehicle status ensuring all repairs have been completed

  2. check the location of vehicle

  3. check the location of vehicle keys

  4. have vehicle washed (if applicable)

  5. physically review the vehicle one last time

  6. call the customer and or arrange to have the shuttle pick up the customer

  • Greet the customer when they arrive to pick up their vehicle.

  • Review the invoice with them; discuss any information or additional findings relevant to this service appointment.

  • Book their next service appointment.

  • Briefly reference the CSI and Google review one last time.

WHAT THE WORKER IS LIKE?

  • Is a decisive person who is genuinely customer-oriented and has the ability to readily establish rapport and trust with customers as well as a strong interest in exceeding customers’ expectations.

  • Must be capable of handling dissatisfied customers and customers who are unsure of repairs and costs of service.

  • Must have strong organizational skills and the ability to schedule jobs and technicians under time pressures.

  • Must work congenially with other team members, with Technicians, and with those in other departments within the dealership.

  • Should be capable of working independently, managing his or her time and work flow.

WHAT THE WORK IS LIKE?

  • Responsible with the task of satisfying customers needs by ensuring repairs are completed within an expected length of time and at an expected cost.

  • Involves patiently listening to customers describe vehicle problems, determining the appropriate work involved in the repairs. Accurately recording problems and authorized repairs on work orders clearly in order for technician to understands the jobs requested.

  • Requires accuracy, attention to detail, and clear communication with other team members and departments in the dealership.

  • Requires the continuous updating of technical knowledge by reading service bulletins and consulting with technicians.

  • Ability to work a flexible schedule, including weekends and evenings.

  • Requires a genuine concern about customer enthusiasm, as evidenced by consistent follow-through with customers.

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. You may be called upon to attend Workplace Health & Safety meetings, WHMIS training or other pertinent organizational training/certification when required.
Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.
By signing this form, you confirm that you have discussed this job description in detail with your employer.

Employee Name: Dealership Name:
Employee Signature: Date:
Manager Name: Dealership Name:
Manager Signature_: Date:

Automotive employee job descriptions provide an opportunity to clearly communicate your companies direction and they tell the employee where he or she fits inside of the big picture.

PARTS CONSULTANT – JOB DESCRIPTION

FUNCTIONS:

• Customer Relations
• Interdepartmental Relations
• Parts Ordering
• Inventory Management
• Quality Control
• Sales and Marketing
• Sales Analysis

SKILLSETS:

• Adaptability
• Strategic Analysis
• Continuous Improvement
• Customer Enthusiasm
• Sound Judgement
• Organizing and Planning
• Collaborate with Team Members
• Knowledge of Product

PERSONALITY ATTRIBUTES:

• Patience
• Attentiveness
• Cognitive Empathy
• Clear Communication Skills
• Ability to Use “Positive Language”
• Ability to “Read” Customers
• Persuasion Skills
• “WOW” Customer Service

REPORTS TO:

  • Fixed Operations Manager

  • Parts Manager

  • Our Customer

BUSINESS SKILLS REQUIRED:

  • Ability to greet customers, establish rapport, determine and attend to customers’ needs.

  • Ability to match customers’ needs with appropriate parts or services.

  • Knowledge of automotive systems in general.

  • Knowledge of and ability to monitor inventory in order to determine which parts require special ordering.

  • Knowledge of parts counter procedures, such as requiring prepayment for special orders.

  • Ability to search part numbers or to use the computer and standard catalogs.

  • Ability to monitor bins and determine which parts need reordering.

  • Ability to accurately track parts.

  • Ability to monitor lost sales for inventory control.

  • Knowledge of procedures for ordering special parts or parts with no published part numbers.

  • Ability to identify and acknowledge the receipt of warranty (used) parts.

  • PC skills and experience using DMS and CRM software.

  • Exceptional verbal and written communication skills.

  • Highly organized, detail oriented, and able to thrive in a fast paced, changing environment.

CUSTOMER SERVICE ORIENTATION:

  • Believes that the customer is the most important thing.

  • Devotes maximum attention and effort to providing the highest levels of customer service.

  • Feels a personal sense of achievement when customers are delighted.

  • Understands and anticipates customer needs and works tirelessly to meet them.

  • Willing to go above and beyond the call of duty to help customers and resolve their problems.

  • Thrives on ensuring that the customer experience is the best it can be.

  • Sees customer complaints firstly as opportunities to create customer satisfaction.

  • Driven to make sure every customer feels valued.

POSITION SUMMARY:

  • Is strong inter-personally; establishing rapport with customers in person and on the phone and asking questions that help to locate the needed parts or service and any related parts or service in which customers might be interested.

  • Contributes to managing inventory and ordering parts and works to meet customers’ needs.

  • Must know which parts are in inventory, require reordering, or must be specially ordered.

  • Assists the Parts Manager in resolving discrepancies between the computer inventory and the actual parts available in bins.

  • Obtains the information needed to place special orders and ensures that the correct parts are sent.

  • Must research the availability of certain parts, either within the dealership or from other sources as necessary, and must be able to search part numbers using the computer or standard catalogs.

  • Is aware of seasonal requirements for parts and of requirements for parts that arise as a result of recalls or specials in the Service Department.

  • Identify opportunities to enhance the customer experience:

  1. Overcome price & product objections

  2. Ability to ask for the order

  3. Use assumptive sales strategy

  • Provide best in class customer service.

  • Ability to advise and educate customers in a way they can understand.

  • Possess patience when locating parts or catalog items for non-technical customers.

  • Briefly references positive Google, Twitter and Facebook reviews with customers.

WHAT THE WORKER IS LIKE?

  • Has a general understanding of automotive systems.

  • Has the ability to use inventory information on a computer screen and can locate parts by checking part numbers and locating them in the bins.

  • Must communicate clearly in person and on the phone and must be willing to initiate calls to customers to give and receive information.

  • Must be alert to sales opportunities by taking the time to ask customers questions and provide information about parts and services.

  • Is able to effectively communicate with all other departments in the dealership.

  • Is able to work independently, managing his or her time and work flow.

WHAT THE WORK IS LIKE?

  • Detail-oriented; maintains, monitors, and continually updates the parts inventory for the dealership.

  • Entails frequently inputting and checking information on the computer and verifying the computer inventory by physically checking parts in the parts storage bins.

  • Entails over-the-counter sales and special order parts for customers, service department and body shop.

  • Proactively up-sell consumers and business on the value based parts.

  • Ensuring parts arrive on time, are correct, then informing customers and technicians of their arrival.

  • Ability to work a flexible schedule, including weekends and evenings.

  • Requires a genuine concern about customer enthusiasm, as evidenced by consistent follow-through with customers.

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. You may be called upon to attend Workplace Health & Safety meetings, WHMIS training or other pertinent organizational training/certification when required.
Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.
By signing this form, you confirm that you have discussed this job description in detail with your employer.

Employee Name: Dealership Name:
Employee Signature: Date:
Manager Name: Dealership Name:
Manager Signature_: Date:

Download This PDF And Other Great Automotive Resources!

Automotive job descriptions will help your staff better understand the attributes needed for their position to enhance the success of the company.

BDC CONSULTANT
BUSINESS DEVELOPMENT CENTER – JOB DESCRIPTION

FUNCTIONS:

• Customer Relations
• Administration
• Sales & Marketing Ability
• Service Knowledge
• Maintenance Knowledge
• Interdepartmental Relations
• Industry Knowledge

SKILLSETS:

• Adaptability
• Strategic Analysis
• Continuous Improvement
• Customer Enthusiasm
• Detail Oriented
• Sound Judgement
• Organizing and Planning
• Collaborate with Team Members
• Takes Initiative

PERSONALITY ATTRIBUTES:

• Patience
• Attentiveness
• Cognitive Empathy
• Clear Communication Skills
• Ability to Use “Positive Language”
• Ability to “Read” Customers
• A Calming Presence
• Persuasion Skills
• “WOW” Customer Service

REPORTS TO:

  • Fixed Operations Manager

  • Service or Sales Manager

  • Our Customer

BUSINESS SKILLS REQUIRED:

  • Ability to converse with customers to discuss needs and direct appropriately within the dealership.

  • Speak clearly and persuasively in positive or negative situations.

  • Knowledge of telephone, text and email techniques and etiquette.

  • Knowledge of sales and service procedures, processes, and follow-up.

  • Ability to active listening and deliver 110% customer experience.

  • Enjoy providing customer enthusiasm.

  • An interest in the automotive industry.

  • Strong customer service and phone skills.

  • Possess strong organizational, follow-up and paper-flow handling skills.

  • Quick thinker and learner.

  • Positive, flexible and process-oriented.

  • Organized, self-motivated, enthusiastic and detail-oriented.

  • Accurate record keeping.

  • Professional with a confident attitude.

  • Previous call center experience (an asset but not required).

  • Able to thrive in a fast paced, changing environment.

CUSTOMER SERVICE ORIENTATION:

  • Believes that the customer is the most important thing.

  • Devotes maximum attention and effort to providing the highest levels of customer service.

  • Feels a personal sense of achievement when customers are delighted.

  • Understands and anticipates customer needs and works tirelessly to meet them.

  • Willing to go above and beyond the call of duty to help customers and resolve their problems.

  • Thrives on ensuring that the customer experience is the best it can be.

  • Sees customer complaints firstly as opportunities to create customer satisfaction.

  • Driven to make sure every customer feels valued.

POSITION SUMMARY:

  • Basic knowledge of company products (labor rates, menu item prices, models, series, options, warranties, vehicle maintenance, standard equipment, specifications).

  • Demonstrate sensitivity toward customers and strong interest in exceeding customers’ expectations.

  • Is capable of addressing customer hesitation and resistance with patience and empathy.

  • Capable of project a positive image every time you place or receive a telephone call.

  • Works with all departments in the dealership, charts and monitors daily activities.

  • Ability to work a flexible schedule, including weekends and evenings.

WHAT THE WORKER IS LIKE?

  • Is focused on the process of understanding and meeting customer needs.

  • Genuinely customer-oriented and has the ability to readily establish rapport with customers.

  • Project a professional company image through telephone interaction and written communication.

  • Well developed team member skills.

  • Working knowledge of computerized software systems.

  • Well developed customer service and telephone skills.

  • Displays energy and enthusiasm in approaching the job.

  • Maintains high level of productivity and self-direction.

  • Posses clear communication skills.

  • Upholds organization’s goals and values.

WHAT THE WORK IS LIKE?

  • Work in a fast-paced environment with constant interruptions.

  • Schedule new car delivery customers first service appointment.

  • Learn how customers define values and design a personalized contact strategy.

  • Multi-channel communication with customer: contact via email, phone and website.

  • Contact leads from all touch points: dealer portal, DMS and CRM system, showroom and website.

  • Administrative support for all correspondence; promotions, community events, mailers, service notification, birthday letters as needed.

  • Proactive outbound calls to schedule regular maintenance, recalls and preventive services.

  • Up selling and providing information on services to customers.

  • Respond to inbound customer requests and questions.

  • Provide customers with vehicle status information when needed.

  • Outbound service CSI follow up calls.

  • Assist with any parts inquiries and warranty information.

  • Maintain and update customer and vehicle information during every contact in database.

  • Address or escalate any potential issues identified by customer.

  • Ability to work a flexible schedule, including weekends and evenings.

  • Requires a genuine concern about customer enthusiasm, as evidenced by consistent follow-through with customers.

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. You may be called upon to attend Workplace Health & Safety meetings, WHMIS training or other pertinent organizational training/certification when required.
Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.
By signing this form, you confirm that you have discussed this job description in detail with your employer.

Employee Name: Dealership Name:
Employee Signature: Date:
Manager Name: Dealership Name:
Manager Signature_: Date:

Download This PDF And Other Great Automotive Resources!

Job descriptions improve an organisation’s ability to manage people by:

Clarify employer expectations of employees.

Provide a basis of measuring job performance.

Provide a clear description of job role for job candidates.

WARRANTY ADMINISTRATOR – JOB DESCRIPTION

FUNCTIONS:

• Customer Relations
• Administration
• Sales & Marketing Ability
• Service Knowledge
• Maintenance Knowledge
• Interdepartmental Relations
• Industry Knowledge

SKILLSETS:

• Adaptability
• Strategic Analysis
• Continuous Improvement
• Detail Oriented
• Sound Judgement
• Collaborate with Team Members
• Takes Initiative

PERSONALITY ATTRIBUTES:

• Patience
• Attentiveness
• Clear Communication Skills
• Ability to Multi-task
• Ability to “Read” Customers
• Attention to Detail
• Persuasion Skills

REPORTS TO:

  • Fixed Operations Manager

  • Service Manager

  • Shop Foreman

BUSINESS SKILLS REQUIRED:

  • Knowledgeable of the warranty industry.

  • Should have experience with automotive parts (identification, inspection, classification of component groups, etc.)

  • Mathematical and reconciliation skills essential with analyzing warranty schedule.

  • Efficiency is a must as multi-tasking is a part of daily operations.

  • Knowledge of automotive systems in general.

  • Maintain work space in an orderly manner to allow retrieval of documents by team members.

  • Must possess strong attention to detail.

  • Ability to manage time, set goals and prioritize tasks.

  • PC skills and experience using DMS and CRM software.

  • Possess strong organizational, follow-up and paper-flow handling skills.

  • Exceptional verbal and written communication skills.

  • Positive, flexible and process-oriented.

  • Organized, self-motivated, enthusiastic and detail-oriented.

  • Able to thrive in a fast paced, changing environment.

POSITION SUMMARY:

  • Process all warranty claims in a timely manner, as the repair orders are closed.

  • Review and process all returned/rejected/adjusted warranty claims, track each claim until its final resolution.

  • Book the appropriate technicians for the hours earned on the operations performed. Informing the technician and department management of adjustments as they occur.

  • Check each repair order against the vehicles’ service history to avoid processing duplicate claims or submitting claims for shop comebacks.

  • Contact the appropriate warranty claims representative regarding any claims requiring additional authorization or for claims requiring special assistance.

  • Maintain a record of all claims submitted, returned/rejected, or paid and their current status.

  • Manage manufacturers and after-market warranty company policies and procedures.

  • Establish and maintain positive and productive relationships with the manufacturer’s representatives and the representative of any aftermarket company with which the dealership conducts business.

  • Identify exceptional cases which may result in special agreements with the manufacturer and complete the required documents and follows up.

  • Maintain warranty receivable schedules and reconcile credit memos daily.

  • Close repair orders (warranty, PDI and internal) daily.

  • Refund customers via work order or check as applicable.

  • Ensure all aspects of the warranty process are fulfilled within audit requirements.

  • Reviews claims exceeding the time frames prescribed by the manufacturer which are not processed in the regular manner.

  • Processes and authorizes transit claims, ensuring all required documentations and photographs are obtained and attached to each service invoice.

  • Keeping track of all warranty parts by noting the repair order number, date of replacement and date on which part may be disposed.

  • Provide a daily report to the Service Manager regarding claims status.

  • Monitor the use of special warranty programs for diagnosis time, straight time repairs, etc. for abuse by the service sales and /or technical staff.

  • Reviewing and distributing campaigns, product recalls and bulletins daily via the dealer and manufacturer communications portal.

WHAT THE WORKER IS LIKE?

  • Have an overall understanding of automotive DMS systems and portals.

  • Strong communication skills that promote teamwork and a collaborative environment are encouraged with clear expectations set for predictable results.

  • Ability to multi-task and work in a fast-paced atmosphere.

  • Is able to work independently, managing his or her time and work flow.

  • Exceptional organizational skills for facilitating work flow, cleanliness, and efficiency in a work space.

  • Keen attention with accuracy, documentation, record keeping and filing.

  • Ability to assess and identify potential problems, analysis possible solutions and the ability to communicate effectively to key team members.

  • Maintains high level of productivity and self-direction.

  • Upholds organization’s goals and values.

WHAT THE WORK IS LIKE?

  • Work in a fast-paced environment with constant interruptions.

  • Work with shop foremen, service manager, tower operator, technicians and service advisors.

  • Requires accuracy, attention to detail, and clear communication with other team members and departments in the dealership.

  • Requires the continuous updating of technical knowledge by reading service bulletins and consulting with technicians.

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. You may be called upon to attend Workplace Health & Safety meetings, WHMIS training or other pertinent organizational training/certification when required.
Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time.
By signing this form, you confirm that you have discussed this job description in detail with your employer.

Employee Name: Dealership Name:
Employee Signature: Date:
Manager Name: Dealership Name:
Manager Signature_: Date:

Download This PDF And Other Great Automotive Resources!

Automotive Service Advisor and BDC Training Program is an extensive 4 and 5 day in-dealership course.

Enrollment Packages Available For Entry-Level Staff & Experienced Employees

More Avenues To Help Your Business Excel

SERVICE ADVISOR TRAINING

Effective Sales Procedure
Clear Communication Skills
Product Knowledge

Learn More

MANAGERIAL TRAINING

Interpreting Financial Statement
Sales & Expense Forecasting
Effective Communication

Learn More

RETURN ON INVESTMENT

Internal Audit Analysis
Fixed Absorption Rate Strategy
Increase Gross Retention

Learn More

BUSINESS DEVELOPMENT

Evaluate & Advise Procedures
Customize Schedules & Scripts
Develop Customer Satisfaction

Learn More

Our mission is to delivering superior service that’s unique and specific to your organization needs without compromising quality.

With over 35 years of experience; we specialize in all aspects of Fixed Operations support staff needs.

Empowering Independent Establishments
& Dealers Across Ontario

Open mindedness is looking at the same problem as everyone else and thinking something different.

CONTACT US

ROI & CSI SOLUTIONS

Internal Audit Analysis
Measurable Gross Profit Retention
Fixed Absorption Rate Improvement
Pay Plan And Bonus Structure Audit

THE RIGHT TOOLS.
THE RIGHT SOLUTIONS.

Effective Sales Procedures
On-Location & Ongoing Training
BDC, Advisor, Parts, Foreman & Management

ADVISOR & BDC SOLUTIONS

Evaluate & Advise Products
Customize Schedules, Scripts & Guidance
Learn Positive Language Skills
Develop & Measure Customer Satisfaction

Sales are the lifeblood of any organization, and the ability to perform detailed sales analysis can make all the difference between profit and loss.

Employees are a company’s greatest asset – they’re your competitive advantage. Make them feel that they are an integral part of the company’s mission.

Learn how to become your customers’ trusted advisor; increase customer loyalty and reducing turnovers requires a well laid out plan.

Service Drive Automotive Consulting

We’re Listening & Ready To Help

“We see our customers as invited guests to a party, and we are the hosts.
It’s our job to make the customer experience a little bit better.”

Contact Us