Careers

JOB RESPONSIBILITIES

• Keep RMW’s mission at the forefront of your daily activities.
• Follow our core values.
• Do what you say, Do it on time, and Make it easy!
• You are responsible for our Customers from start to finish. Cradle to the grave!
• Greet all customers in a warm and friendly way. 
  • On the phone and in person with a smile.
  • Always address a customer who enters the waiting area immediately. If you are on the phone, cover the headset and greet them.
• Answer the phone
  • Answer the phone in 4 rings or less.
  • Ask for appointments! Every call.
  • Sell the value and strength of our shop.
  • Use the PHONE SCRIPT
  • Use Pit crew rewards to let the customer know how many rewards $ they have.
• Schedule service appointments on the phone and in person.
  • Fill the schedule-Push the shop to be productive.
  • Be sure to adhere to the set WAIT times when scheduling appointments. No more than 2 Waits on any given day.
  • Enter all appointments on the schedule immediately.
  • Communicate loaner car needs with CSR
  • Keep track of shop-scheduled events.
    • Meetings
    • Team member time off.
  • Set expectations with the customer about completion times.
  • Check vehicle history and previously declined work.
• Prepare for all incoming Appointments/Customers
  • Fill out Nowhere to hide forms
  • Review declined work from previous Ro’s
  • Perform 90-day follow-up calls. (90-day process TBD)
  • Get familiar with the customer’s vehicle- It’s our job to be the expert on their car.
• Check-in customers 
  • Communicate with the customer about their service needs.
  • Don’t be an order taker, Ask the customer WHY? They want something.
  • Ask open-ended questions to get the most out of them. Then based on the conversation, ask for details, and be specific (Either way, the technicians will ask, so let’s give them detailed details!)
  • Use the driveability worksheet to help clarify the issue. Vehicle-symptom-questionnaire.pdf walk through the check sheet and fill it out for them. 
  • Document customer concerns and notes about issues in Tekmetric.
  • Review with the customer what to expect from us including the inspection and communications.
  • Verify all customer information. Address, Phone, and Email.
  • Verify the customer transportation needs.
• Check Vehicles into Tekmetric.
  • Check-in customer vehicles while they are still present.
  • Perform the vehicle check-in process to capture pictures of the vehicle.
  • Verify customer concerns and document them, ask questions, and don’t take orders.
  • Communicate with customers about previously declined work, and start a conversation.
  • Communicate with the customer about completion times. When do they need the vehicle back?
  • If the customer does not specify a time WE will specify a time.
  • Use the RMW Advisor SOP, Process, Daily workflow for full details.
• Create Repair Orders
  • Be as clear and concise as possible about the customer’s concerns. Document everything relevant.
  • Note previously completed work on inspection-No Where To Hide.
  • Build/Check estimated for declined work and new customer work.
• Dispatch and keep work flowing
  • Dispatch all Ro’s as they are created.
  • Be sure the Route board is filled out completely every day before the Technicians arrive.
  • Every vehicle that has an open RO must be listed on the board. 
• Vehicle health report management
  • Verify the inspection is being completed according to our standards-pictures, notes, and descriptions. If not get with the technician ASAP. Make it right!
  • Verify an estimate has been built for every concern noted on the inspection.
  • Communicate with the technician about the findings on the inspection to be sure of accuracy.
  • Send the completed and polished inspection to the customer.
  • Use Vehicle Health Report Process for more details.
• Build Estimates
  • Estimate the previously declined work.
  • Estimate all concerns on the inspection report.
  • Verify the customer concern has been addressed and Findings have been entered by the technician.
  • Estimate repairs for customer concerns.
  • Communicate with the technician about the estimate to verify the accuracy and parts needed. ASK QUESTIONS!
  • Be sure all estimates meet our standards for profit margins and parts quality.
• Sell Work
  • Communicate work needed with the customer.
  • Use the Vehicle health report to advise the customer on their needs. 
  • Educate the customer on WHY they need maintenance items.
  • Set expectations of completion time. 
  • Use available tools-loaner cars, uber rides, and credit cards.
• Monitor Email and text messages
  • Look for appointment requests.
  • Answer all incoming text messages.
• Perform Thank you calls
  • Use the Kukui follow-up tab.
  • Call every customer 3 days after service is completed. Be sure the vehicle has been picked up.
• Customer update calls 2-3 pm daily.
  • Communicate with the technicians on the status of the work assigned to them.
  • Communicate with the customer about completion times and status of work.
  • Verify any transportation needs.
• Final vehicle check
  • Communicate with the Tech. Verify all work has been completed.
  • Verify Tech Did I sheet has been completed.
  • Wipe down the interior of the vehicle with disinfectant.
  • Document the final out mileage.
  • Check the condition of the vehicle. Is it ready for delivery?
• Customer check out & the “KISS GOODBYE”
  • Capture a customer signature. We must have an in-person signature or digital signature on every RO. NO EXCEPTIONS
  • Go over all completed work and all declined work.
  • Go over future service needs.
  • Collect payment from the customer. In-person or via text.
  • Set up after-hours pick-up if needed. 
  • Go over our warranty 
  • Go over the RMW Rewards program. Rewards program SOP data
  • Offer all customers bottled water.
  • Explain 90-day follow-up calls and the reason behind it.
• Communicate with Technicians constantly
  • Be proactive with communication. Use Slack to communicate first.
  • Deliver parts to RMW 2.0 as they arrive.
  • Be sure technicians are on task and getting assigned work completed on time. 
  • Be sure inspections are being completed as assigned.
  • When in doubt, ASK!
  • You are responsible for your RO. From start to finish.
• Continue training and self-improvement
  • Use Overdrive to watch webinars and training videos. Progress will be tracked.
  • Set and achieve sales goals.
  • Attend weekly Level 10 meetings.
• Fill out and use Warranty/Goodwill Tracker/Extented warranty
  • All warranty claims and Goodwill claims must be approved by the service manager.
  • Follow How to handle Internal, Warranty, & Goodwill
• Stay in your lane!

Purpose of Position

The purpose of the Technician is to have a highly trained and knowledgeable employee able to diagnose, inspect, repair, service, and/or overhaul vehicle components and perform maintenance.

The technician will;

• Properly diagnose the customer’s concern and put in writing the correction of the problem.
• Perform a Vehicle health report and recommend needed repairs based on broken or worn-out parts and maintenance that is due by mileage, time, or condition.
• Efficiently perform repairs according to the service manual using any special tools required. 
• Communicate effectively with the service advisors about the vehicle status and required parts and labor.
• Technicians are expected to treat the customer’s vehicle with respect and be sure it leaves the shop better than it came in.  
• Come to work with a positive attitude.

Qualifications

• All Technicians must be able to clearly demonstrate their physical and mental ability to perform repairs and services. 
• Technicians must conduct every aspect of their job in an ethical manner. 
• Technicians must have the ability to explain the work needed for the service advisor/manager.
• Technicians must work well under pressure.
• Technicians must meet or exceed the standards set by industry-recognized trade organizations.
• Technicians are required to have all of the necessary hand tools needed to efficiently perform their duties.  
• Technicians must also have the ability and willingness to attend training classes.  
• All Technicians must be able to work a minimum and produce a minimum of 40 hours per week on a regular basis.

Areas of Responsibility

The technician’s responsibilities include, but are not limited to;

• A dedication to the company’s Purpose and Core Values, to company profitability, and to 100% customer satisfaction.  
• Technicians are responsible for following the company policies and procedures as outlined here, in the employee manual, and in task-specific procedures.
• Must perform a thorough and complete Vehicle Health Report on every vehicle. 
• Must work well with others as a team toward a common goal. 
• Must commit to continuously educating themselves through industry-recognized classes, seminars, and tests to keep up with changes in the industry and new vehicles.
• Must quality control all completed work to verify repairs.
• Must keep their work area clean and organized; this includes workbenches and stalls.
• Keep shop equipment in good working order and return to its proper storage area once finished using. 
• Report any damaged or broken shop equipment/tools to the manager/shop foreman.

Minimum Standards of Performance

• Diagnosis – Prior to performing any diagnostic procedures it is required that the technicians have a clear understanding of the customer complaint and that the necessary permission to perform the work has been granted.  Before recommending any teardowns, disassembly, or internal inspection, the technician must assure that the customer complaint cannot be resolved by an external service, adjustment, or repair. When performing any diagnosis be aware of the time spent. Generally, the diagnostic time to start is one hour. Once one hour has been reached and no solution has been found consult the shop foreman/service advisor for the next steps.
   
• Documentation – All diagnostic procedures, findings, recommendations, and services performed will be properly noted and documented in compliance with the procedures outlined by management. If you think it is important then make a note in the system. More information is always better! Think about whether the information you provided will be useful in a year or more. Will the notes describe what was done, what was found, or what is needed?

   

• Mechanical Services – All adjustments, repairs, and services will be performed in a manner as outlined in a recognized, professional publication.  At no time will a minor (lesser) service be recommended when a more serious condition exists or when the performance of a minor service may actually worsen a pre-existing condition or cause mechanical failure. Check the repair manual before any job is started to be sure there are no special procedures to complete. We are working on high-end vehicles with complex electrical systems that require special attention.
   
• Replaced Components – When specified on the technician’s repair order, all replaced components will be saved for return to the customer.  When not specified, replaced components will be saved until the day after a vehicle is delivered. This is to be sure we have the components to show the customer if needed or if we have any issues with fitment or finish.
    
• Final Test Drive – All vehicles are to be inspected and test-driven for the purpose of assuring that the customer complaint has been alleviated.  All vehicles are to be rechecked to assure the service was done in a professional manner and the vehicle has been cleaned and readied for customer delivery. Be sure the customer’s original complaint has been resolved. Our number one priority is to have 100% customer satisfaction. 

Notice

If you have any questions about this job description, contact the manager. You must notify the manager if at any time you cannot perform the job or any portion of the job as described above. This job description is not a contract for employment.