Sydney City Lexus

Service Manager

JOB SUMMARY: The Service Manager ensures the efficiency and profitability of the service department. The main focus of the Service Manager role is to plan, organise, lead and control the service department to perform a range of functions, ensuring the service department is efficient and profitable.

RESPONSIBILITIES:

• Supervise and motivate a team of technicians and small office staff.
• Set up achievable productivity targets and assist in achieving them.
• Set up costings for services and repairs and monitor.
• Control bookings as per weekly available hours.
• Get involved in comeback diagnosing and rectification of problem.
• Assist in determining warranty repairs and difficult claims.
• Follow up any customer complaint from return survey CSI or Internal Monthly Reporting
• Arrange service promotion or special advertising as required.
• Arrange ½ yearly training schedules for technicians and office staff.
• Monitor apprentice's progress and appropriate counteraction.
• Monthly meeting with office staff and discuss any concerns.
• Monthly meeting with workshop staff and discuss any concerns
• Implement and monitor any counter measures required.
• Environmental Issues.

Workshop Controller / Foreman

JOB SUMMARY: A Workshop Controller coordinates and manages the flow of work through the service department. Workshop Controllers liaise with technicians and service advisors.

RESPONSIBILITIES:

• Supervise work quality.
• Establish and maintain workshop discipline.
• Supervise all functions of technicians and apprentices.
• Supervise maintenance and necessary calibration of tools and equipment.
• Supervise Workshop parts requisitioning from Spare Parts.
• Study and circulate Service Bulletins and Technical literature.
• Organise monthly workshop meetings
• Environmental promotion and control.
• Guide technicians and apprentices on the best and fastest methods of doing any particular job.
• To issue ASCIS (Pink) or ANVIS (Blue) Inspection Certificates as required.

Road Tester

JOB SUMMARY: To road test vehicles to ensure that repairs and/or servicing have been carried out in a satisfactory manner and the customer's requirements have been met. To maintain and improve the company CSI rating by ensuring the highest level of quality customer service is provided at all times.

RESPONSIBILITIES: Including but not limited to)

• Maintain a current drivers licence and good driving record.
• Ensure completed vehicles are clean.
• Report to workshop controller when jobs have been completed satisfactorily and signed off.
• Study latest diagnostic equipment and procedures.
• Assist leading hand or controller as required.
• Provide assistance with identification of customer's concerns/problems by "hands-on" test drives etc.
• Assist Service Advisors with explanations of customer concerns where applicable
• Current and valid NSW drivers licence

Warranty Clerk

JOB SUMMARY: The Warranty Administrator must be familiar with all aspects of the Toyota Warranty policy and procedures.

DUTIES:

• A sound knowledge of the statutory warranty requirements is required.
• Prepare cash sales summary and submit to accounts dept.daily.
• Lodge warranty claims in accordance with Toyota's policy and procedural requirements.
• Ensure some cross-reference is made on the repair order to enable Auditors to identify the claim.
• Ensure that all displaced material relating to claims is cleaned, tagged correctly with all available information and stored in the nominated location.
• Arrange for the return of displaced parts to Toyota as requested.
• Ensure that warranty claims register is up to date and accurate.
• Ensure that claims and all relevant displaced parts and information are available for inspection by Warranty Auditors or District Service Managers as required.

Wheel Alignment / Front End specialist

JOB SUMMARY: Good experience in general tyre repair and replacement, wheel alignment and balancing.

DUTIES:

• The ideal applicant will possess an MVRIC Licence, and have Front end specialist experience, professional work ethic and display the attributes & ability to work as an integral team member.
• The level of care and pride taken in this position is paramount in assisting the Dealership's move towards greater overall customer satisfaction ratings.
• Good experience in general tyre repair and replacement, wheel alignment and balancing.
• Mechanical experience in front, rear suspension, brake work, and the ability to diagnose faults in these areas.
• Current and valid NSW Drivers licence

Customer Relations Manager

JOB SUMMARY: To ensure the continuous growth in the level of Customer Satisfaction provided by all Dealership Departments

RESPONSIBILITIES: (Including but not limited to)

• To raise the level of Customer Satisfaction provided by the Dealership
• To manage all customer complaints and ensure their resolution to the satisfaction of both customer and the dealership, using all forms of written & verbal communication.
• To represent the customer in disputes with other departments, and represent SCT in appeals / arbitration with TMCA
• To follow up vehicle sales and service staff and management to maximise Customers satisfaction
• To analyse and report on the Toyota CSI reports and Dealership Surveys
• To present CSI results to Management and staff as requested.
• To conduct some administrative functions such as preparing and sending of service follow-up letters, after sales follow-up letters, customer database changes and customer survey reminder letters
• To perform other functions as required to increase the level of Customer Satisfaction provided by the Dealership
• Identify changes in Dealership operation to allow more "customer first" attitude to prevail
• To help train and develop Dealership staff in Customer Satisfaction.
• To have a good understanding of and working relationship with all Dealership Departments

The Service Advisor

JOB SUMMARY: A Service Advisor greets customers, schedules service work, and provides the customer with an estimation of the time and cost of the work that is to be carried out on their vehicle. This role liaises with customers, technicians and workshop controllers.

RESPONSIBILITIES: (Including but not limited to)

• To actively participate in a workplace committed to promoting and utilising a teamwork approach as an ongoing basis for improved job satisfaction and providing quality customer service.
• Prompt and courteous customer attention on driveway reception duties and within the Service Office environment.
• Record customers requirements on Repair Order in a legible, authoritive manner, with sufficient detail to enable the workshop personnel to be quite clear on what is required.
• Obtain authorisation signature for agreed work; advise customer of applicable charges; establish method of payment and ascertain preferred pick-up time.
• It is also your responsibility to arrange contact with your customers with regard to back ordered parts becoming available and to arrange a booking for the parts to be fitted.
• Ensure that the customer lounge and waiting areas are clean and tidy and sufficient refreshment supplies are on hand.
• Keep the Service Manager informed of any unusual or abnormal events which may occur.
• Ensure that the vehicle Service Book is updated and returned to the vehicle.
• Release vehicle to the customer and collect payment as arranged.
• Ensure you maintain accurate records and a tidy desk area. Be proficient with all forms of Credit Card and cheque payment methods.
• It is essential that you display and maintain a professional manner and excellent personal conduct whilst in the "Open Plan" environs of the Service Office.
• Assist in achieving high CSI scores by always applying the "Fix it right first time" policy.
• Maintain a current knowledge of technical changes/improvements by attending training courses.

Technician /Mechanic

JOB SUMMARY: Technician's carry out a range of mechanical through to electronic tests to diagnose, service and repair vehicles. Toyota Technicians are specially trained to provide the highest quality service to Toyota's.

RESPONSIBILITIES:

• Carry out the instructions/requirements as listed on the Repair Order in a timely manner.
• Refer any unclear or ambiguous requests to either Workshop Controller or Supervisor.
• Assist in achieving high CSI scores by always applying the "Fix it right first time" policy.
• Maintain communication with Service Advisors during the repair process.
• Observe OH&S requirements and maintain safe work practices at all times.
• Maintain a current knowledge of technical changes/improvements by attending training courses.
• Assist with training of apprentice technicians as required

Apprentice Technician

JOB SUMMARY: Once making the commitment of Indenture, it is how you apply yourself in the workplace that determines your level of expertise at the end of your apprenticeship period. A conscientious and diligent effort on your part will enhance your long term job prospects. You must be a team player and make customer satisfaction your prime goal.

RESPONSIBILITIES: (including but not limited to)

• Attend training as required by the apprenticeship act.
• Learn all facets of mechanical repair and servicing through observation of, and participation in any designated task.
• Follow the directions given by supervisory/management staff.
• Apply knowledge learnt at training to workplace situations.
• Always maintain safe working practices.

Service Detailer / Car Washer

JOB SUMMARY: To assist in the maintenance and organisation, cleanliness and inventory control functions of the Service Department.

RESPONSIBILITIES:

• Ensure that all Service Vehicles are clean and presentable at all times.
• To be prompt, efficient and courteous.
• Advise the Service Manager of any problems with vehicles prior to delivery so that the necessary steps can be taken for rectification of the problem.
• Maintain a clean and tidy work place.

Valet/Customer Service

REPORTS TO: General Service Manager

JOB SUMMARY: General Customer Service support to the Service Department.