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I. Job Scope and Responsibilities
A mid- level vehicle technician provides a high quality vehicle maintenance and repairs for fleet vehicles. Provides service and delivery of vehicles with exceptional service to customers and is mindful of the control of costs. The technician may work independently or in a team environment.
· Perform Preventive Maintenance: change oil, oil filter, fuel filter, transmission flush, and inspection of vehicle for mechanical deficiencies.
· Performs some more complex repairs, advanced diagnostics, and some fabrication.
· Based upon certification levels, perform various repairs and maintenance which may include: OBD II systems, brake components, tires, tune-ups, suspension components, aerial lifts, electrical systems, State Safety Inspections, interior/exterior components, engine and drive line components, etc.
· May maintain/repair equipment. (cable trailers, laptop docking stations, etc.)
· Keep shop area clean and tidy. Perform work in accordance to safety standards. Dispose of all fluids in a safe manner and in accordance with all regulations.
· Create and maintains vehicle history and maintenance records. May up fit new vehicles with necessary equipment.
· Assures availability of specialized trucks by troubleshooting and repairing complex hydraulic systems, generators and electrical systems, hybrids, and on-board computer systems.
· Provides custom equipment when needed by engaging in equipment design and moderate fabrication tasks including welding.
· Assures prompt repairs by interfacing and coordinating with vendors for parts and repairs. May perform roadside assistance as needed.
II. Core Competencies
Focus on Customers Promoting and living customer service as a value. Ensuring that the (internal or external) customer’s needs are a driving force behind priorities, decisions, processes and activities.
· Ensure the car is fixed right the first time.
· Follow the required work quoted and do not do extra repairs that were not requested.
· Provide the service in a professional manner and give the car the best presentation you can
· (e.g., make sure there are no fingerprints on the car, put seat covers, charge the battery of is weak).
· Keep the client interest in mind while performing the repair.
· Plan how to meet customer’s needs quickly and effectively.
Drive for Results Setting high standards of performance for self and others; assuming responsibility and sense of urgency for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
· Manage time and adjust priorities to achieve daily targeted goals.
· Regularly review the shifting priorities and monitor own progress toward achieving daily goals.
· Review the work for quality to ensure customers receive the best service (e.g., go over the vehicle a few times to make sure the issue is solved).
· Set goals to get certifications which will to help to do the job better.
· Complete work in an efficient way.
Champion Change Actively engaging and supporting change and innovation by communicating the future state, trying new approaches and collaborating with others to make the change successful.
· Adapt to different guidelines for each customer and adjust to the client requirements and needs.
· Focus on learning new vehicles as vehicles and technology change constantly.
· Adjust the way vehicles are repaired to make it more efficient (e.g., if a process is taking too long you have to update to shorten the time you work on the vehicle).
· Explore new approaches of doing the same thing in order to increase quality or efficiency.
Develop Self and/or Others
Planning and supporting the development of knowledge, skills and abilities to fulfill current or future job responsibilities more effectively.
· Develop your knowledge about different type of vehicles and models so you can support various customer needs.
· Complete Automotive Service Excellence courses.
· Complete training on the website for different vehicles, safety, procedures.
· Attend the trainings organized by the company across the year.
· Ask for support as needed from experienced colleagues.
· Share your experience and knowledge with others.
Gaining other people’s trust by “doing the right thing,” demonstrating openness and honesty, behaving consistently, supporting an inclusive work environment and acting in accordance with legal, moral, ethical, professional and organizational guidelines in support of our Values.
· Make actions which are consistent with company values.
· Stay in the boundary of the legal regulations
· Preserve integrity in relation with the customers and sell them only things they need.
· Demonstrate honesty when interacting with others (e.g., keep your word; be reliable; don’t take tools of the other employees).
· Be respectful to people from different backgrounds.
· Present themselves in a professional manner (e.g., clean area).
Build Relationships Building, leveraging and maintaining relationships within and across work groups.
· Demonstrate good relation with internal teammates, managers, internal and outside coordinator, and internal and external customer.
· Help each other to ensure tasks are accomplished on time.
· Ask for feedback and ideas from others to advance your goals and team’s goals.
· Avoid speaking badly of the team or team members to others (we need to work together and help each other).
· Build and develop relationships with team members.
· Behave as the face of the business, as part of the same company not separate individuals.
· Participate in organizational activities (e.g., picnic and Christmas party).
Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others.
· Ability to communicate daily across various levels of level – managers, inside outside coordinator, peers, arbitration, customer internal and external.
· Provide clear information to internal/external customers orally or through other methods of communication. (e.g., when communicate with an estimate need to be as specific and accurate to get the correct estimate).
· Communicate technical information in a manner that can be understood by people without a technical background (e.g., need to explain to office people and managers what you try to accomplish so they all understand).
· Use appropriate language under all circumstances.
· Communicate information effectively in meetings.
Establishing an action plan for self and others to complete work efficiently and on time by setting priorities, establishing timelines and leveraging resources.
· Follow the schedule assigned and prioritize inside the plan (e.g., focus on priorities customers first as they consistently brings cars).
· Check the scheduled list during the day and see if there are new mechanical checks needed.
· Finish each job in the time allotted.
· Be very thoughtful on how to plan the day to meet personal and team performance goals.
· Tack and adjust yourself to make up the balance between the jobs that are longer and jobs that takes less time.
· Start with a diagnostic of the car first then go from there.
· Keep the work flowing at a constant speed so you have good coverage across the day.
Originating actions to improve existing conditions and processes; identifying improvement opportunities, generating ideas and implementing solutions.
· Identify opportunities to reduce cycle time (e.g., if something takes 2h first time your goals is to find a quicker more efficient way to repair the vehicle the next time – same quality and better time).
· Use Kaizen principles to identify opportunities to improve work flow (e.g., we look at flow in the process and shortcoming from technology perspective).
· Identify opportunities to improve process efficiency (e.g., ask for better scanner to communicate better with the cars; move in the shadow to repair the care)
· Make recommendations if they have an idea for improvement.
Identifying and understanding problems and opportunities by gathering, analyzing and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria, generating and evaluating alternatives, and making timely decisions; taking action that is consistent with available facts and constraints and optimizes probable consequences.
· Make decisions having the company and customer best interest in mind;
· Solve the problem at his/her level (e.g., if they make good decision they do not pass that responsibility to others which will create a bottleneck).
· Determine the true cause of an issue/problem before applying a solution.
· Determine the best way of performing a fix form all the options possible.
· Able to understand different models of vehicles with different type of parts in order to diagnose and repair efficiently.
Identifying and improving conditions that affect own and others’ safety; upholding safety standards.
· Understand and follow safety and/or security procedures on the job (e.g., wear safety glasses and face mask when appropriate; ear protection; don’t leave things on the ground; clean your area as soon as possible during the day to avoided you or other be hurt).
· Report relevant safety concern (e.g., suggest to even the floor because was a safety issues).
· Attend safety courses and review safety training materials.
· Make decisions keeping in mind safety first.
· Understand that safety is a personal value for yourself and your family and others around you.
Taking prompt action to accomplish work goals; taking action to achieve results beyond what is required; being proactive.
· Need to be proactively and actively seek responsibility not just wait for the work to come to you.
· Go above and beyond when we look at a vehicle so he work is done at the higher standard.
· Suggest ways to solve problems, improve work flow, etc., without being asked.
· Take action on a work without being asked by one's supervisor.
· Try a new way to do a fix because it might be more efficient.
· Maintain cleanliness of the work area without being asked.
III. Gateway to advancement: Progressions guidelines
Education & Specialized Knowledge
· High School Diploma or equivalent required.
· Valid Driver’s License and safe driving record required.
· Must continue training to maintain current A.S.E. status and to meet with technology and fleet changes as they occur.
· Requires some A.S.E. Automotive or Truck Certification or other related certifications.
· Regularly required to stand, walk, reach, talk and hear.
· Frequently required to stoop, kneel, crouch, bend, squat and climb.
· Vision abilities required include close, distance and color vision, depth perception and ability to adjust focus.
· 3 - 5 years of vehicle service and repair experience; 1 year of customer service experience preferred.
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