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FPay n number: SEP 15 015 II `CRyder ale Level: �l f` ._. _...._ ..__ _._... V1�' n nrgNTA C POSITION DESCRIPTION FY " • Ability to communicate effectively both verbally and in writing. • Competent in basic computer skills and in a Microsoft Office environment. Experience with a Shop Management System is preferred. • Demonstrated commitment to a safe work environment, quality execution, and customer service as evidenced by previous experience and performance track record. • Must have demonstrated customer service focus, work flow analysis and management skills. • Exposure to Lean/Six Sigma principles preferred. • Ability to solve operational problems with minimal assistance. • Ability to resolve customer issues with minimal assistance. • Ability to lead and train workforce Respon§ibilities / Accountabilities: (What does this position do? List five to eight primary duties describing this job) A. Workflow Management: • Responsible for work analysis, planning and scheduling, scheduling and assigning work to technicians, productivity tracking and optimization, shift and shop meetings, and RO review and approval. • Ensures all warranty policies and procedures are executed. • Responsible for Triage of unscheduled customer drive-ins, and for communicating with customers and assigning work to technicians as appropriate. • Responsible for conducting yard checks to ensure proper work scheduling and prioritization. B. Labor Management • Provides management, training and development of all personnel assigned. • Responsible for Performance Management of all assigned personnel. C. Customer Management: • Responsible for customer relationship management to include issue resolutions, customer satisfaction and retention, as well as ensuring vehicle uptime. • Responsible for customer communication protocol as it pertains to PM Scheduling & follow-up, breakdowns and vehicle status updates. • Conduct customer visits as required by the Customer Care Plan. D. Asset Management: • Directs his/her direct reports in maintaining the appearance and maintenance of assigned location, including sustaining 6S standards in all relevant shop areas of responsibility. • Evaluates needs and makes recommendation for shop tooling and equipment requirements. • Assist in the management and oversight of vehicle specifications and vehicle in- service/out-service process. • Assist in ensuring all vehicles have required specifications in SAM. • Responsible for Parts Inventory management, policies and procedures. Page 3 of 9 Effective: January 2013