General Summary

Provides automotive services by performing inspections, repairs, maintenance and installations efficiently and safely according to Volkswagen’s quality and time standards.

Reports to: SERVICE MANAGER

Duties and Responsibilities

Deliver Value for the Customer

• Establishes and maintains good working relationships with customers to encourage repeat and referral business.
• Ensures that customer complaints are handled tactfully, promptly, with genuine concern, and according to the dealership’s guidelines.
• Creates an environment where customers are regularly apprised of the current situation.
• Takes the initiative to exceed customer satisfaction, even if it requires overcoming obstacles.
• Ensures that each and every customer encounter is consistent with the Volkswagen Promise.
• Collects all necessary information before requesting parts (e.g., model year, etc.).
• Completes service and repair assignments correctly, ensuring repairs pass quality inspections or test drives.
• Road tests vehicles to ensure repairs are completed properly.
• Maintains sufficient personally-owned tools; keeps tools in good working order.
• Uses the utmost care in keeping customers' vehicles clean by using protective barriers when possible.
• Submits all claims promptly.
• Assists Production Controllers/Service Consultants, if necessary, to explain completed repairs to a customer.
• Understands the customer service measurements used in the Volkswagen network.
• Identifies, recommends and supports opportunities for methods/process improvement.
• Promotes the dealership by presenting a professional image and positive attitude at all times.

Meet Objectives

• Acts quickly to implement plans; organizes work efficiently; follows up to ensure successful implementation.
• Prioritizes work to meet demands and customer needs.
• Demonstrates an interest in self-development; seeks out challenging assignments. 
• Completes repair orders within specified time frame and alerts appropriate personnel if delayed.
• Removes and reinstalls electrical and/or mechanical parts.
• Coordinates with parts department to ensure parts are available to complete repair.
• Checks parts against estimate and ensures proper parts were ordered and received.
• Properly disposes of used parts and returns unused parts to the parts person or location.
• Ensures that all mechanical and suspension-related repair work specified on the estimate is complete and accurate.
• Reviews and evaluates service write-up to determine if additional information is necessary and what type of diagnosis is needed.
• Uses computer to look up part availability and repair orders.
• Uses manuals including diagrams as necessary to complete the repair order.
• Performs factory warranty repairs according to established procedures.
• Completes time ticket correctly.
• Completes warranty repair orders according to policy.
• Returns special tools and reference materials to their designated locations.
• Maintains tools and equipment in proper state of repair.
• Maintains a clean and well-organized work area; performs preventive maintenance, cleaning, and repairs on dealership tools and equipment; ensures facility is clean and organized at all times.
• Maintains safe, working practices at all times and abides by working rules and standards; wears all required safety and health personal protective equipment.

Create Collaborative Relationships

• Strives for harmony and teamwork within the department and with other departments.
• Communicates verbally and non-verbally clearly, concisely and with enthusiasm in one-on-one and group interactions.
• Communicates regularly with members of other departments as part of the Volkswagen dealer team.
• Builds productive working relationships with fellow employees through clear communications.
• Has an approachable style; fosters open communication through active listening; listens actively to understand others completely; actively listens to concerns; takes action to respond to others' needs.
• Produces accurate and clearly written documentation.
• Works collaboratively with internal and external customers; provides technical assistance and support to team members as needed; assists other Service Technicians when needed.
• Takes initiative to help others as needed.
• Persuades others to accept a point of view or obtain commitment.
• Provides clear and legible record of service completed for both customer and dealership use.
• Promptly notifies the Production Controller/Service Consultants of any additional repair needed or other developments that would cause a missed promise time or that creates any changes to the estimate.
• Promptly notifies the Production Controller/Service Consultants when repairs are complete.
• Attends and participates in team meetings as requested.

Function During Change and Uncertainty

• Presents self as a positive role model by demonstrating commitment to other staff, customers, dealership and company.
• Departs from traditional ways of doing things to ensure customer satisfaction and loyalty.
• Recommends innovative solutions to make procedures more efficient. 
• Utilizes all available information to ensure proper resolution of problems; makes and implements decisions to accomplish goals and meet deadlines.
• Resolves all disputes and difficulties with professionalism and composure.
• Successfully performs overlapping tasks; performs multiple tasks simultaneously in order to meet and exceed deadlines and expectations; maintains composure when faced with multiple demands.
• Modifies and makes the necessary changes to policies and procedures in order to adapt to changes.
• Effectively handles changes in the service department; implements and adapts to changes quickly and efficiently; encourages others to value change.
• Analyzes and corrects suspension and alignment problems in accordance with manufacturer specifications.
• Diagnoses and corrects mechanical and electrical problems in accordance with manufacturer specifications.
• Listens to and supports new ideas and approaches; adapts to change quickly.
• Meets or exceeds flat rate time allowances.
• Makes decisions regarding repair options; asks for assistance as necessary.
• Takes necessary steps to minimize time spent waiting for parts.
• Utilizes technical assistance when needed.
• Maintains high ethical standards at all times.

Integrate Expertise with Business Strategy

• Establishes knowledge base of auto industry competition.
• Follows all hazardous waste and OSHA safety regulations and company policies.
• Stays up-to-date on the latest technical services through training, bulletins, campaigns, etc.
• Keeps up-to-date on all information pertinent (e.g., dealership policies and procedures) to the Service Technician position; acquires necessary training as needed.

Responsible for other duties as assigned and/or required by business need.

Required competencies

The following qualities and attributes successfully characterize a professional Service Technician:

• Has pride, takes personal satisfaction in providing quality workmanship.
• Is an analytical thinker, wants to know how things work. 
• Is thorough, pays attention to detail.
• Enjoys finding solutions to problems. 
• Has a strong work ethic; efficiently utilizes time.
• Is a team player, enjoys helping others.
• Maintains a neat appearance at all times. 

The following competencies are key to performing this job successfully:

• Maintains quality standards by performing repairs to network standards.
• Understands and utilizes the Volkswagen production flow process.
• Has a basic understanding of the entire collision repair process.
• Has an organized and systematic approach to work processes evidenced by efficiency and productivity rankings at or above network standards.

Education, training and/or state/national certifications should clearly demonstrate the possession of the competencies stated above.   

• High School degree or equivalent preferred
• Other certifications or licenses as required by state law
• ASE certification commensurate with experience
• Minimum two years experience in automotive repair or service; four or more years preferred
• Tools required to perform repairs and services
• Valid driver's license

Physical and Work Demands

The physical and work demands listed below are representative of the demands required to perform the primary duties and responsibilities of the job successfully.  Reasonable accommodations may be provided to enable the Apprentice to perform the primary duties and responsibilities.

Physical 

• Moving about the dealership to complete auto service and repair
• Using hand and/or power tools and equipment consistent with industry standards
• Using computer to look up information
• Standing for six to eight hours in a shift
• Bending, stretching, lifting, reaching, and climbing
• Utilizing physical and manual dexterity
• Lifting up to 50 lbs.
• Moving vehicles

Work 

• Noise
• Vibration
• Paint
• Dust
• Exhaust fumes
• Other hazardous and non-hazardous materials
• Extreme heat and/or cold