AT 690 Chapter 3 Notes – Human Resources

1. The most valuable resource of any company is it’s ___people______________.

2. The product of the service shop ___labor sales__ is not generated without a host of qualified people.

3. In a small shop, individuals need to have multiple __skills____________and perform several jobs.

4. Service is not simply a matter of __fixing__ cars. There is much more to the process.

5. The __service cashier____ has face-to-face contact with the customer and is extremely important to the
operation of the service department.

6. The cashiers meeting with the customer is usually the___final________ step of the process, the cashier
has the unique responsibility for leaving the last impression on the customer.

7. The outcome of this encounter can strongly influence overall ____customer satisfaction_____
________________________.
8. What are at least 3 skills that a cashier needs?
Accounting,Filing,cashiering

9. The dispatcher manages the daily ___workflow____ of the shop and is responsible for the
___distribution__ of work throughout the shop.

10. In medium to small shops this role may be the responsibility of the __service advisor_______________
____________________.

11. The dispatcher is responsible to get the work to the ___best qualified_ technician.

12. The dispatcher’s ability to assign the right work to the right people at the right time has a profound
impact on the ___productivity___ of the shop and individuals.

13. The dispatcher must also think and respond_____quickly___.

14. One of the skills the dispatcher needs to have is to be highly ____organized____________.

15. The dispatcher does not need to be an expert ____technician___ but must have the skills and knowledge
of the technical aspects of automobile.
16. The dispatcher needs to possess a keen ability to __organize__, ____reorganize___ and ____adapt___ to
changing situations.

17. The person responsible for evaluating the repair order to determine what the technician should be paid
for the repairs is the claim_ ___administrator___.

18. In some organizations this person is known as the ____booker___.

19. The claims administrator does not have face-to-face contact with the customer and must depend solely
on the ___repair order___ documentation from the service advisor or the technician.
 20. Claims administrators use labor standard time guides to make sure the charges to the customer and what
the technician is paid are __fair___ and ______consistent___.

21. If the shop performs warranty work they will have a set of ____manufacturer__ produced labor time
guides.

22. Labor standard time guides are often referred to as _flat rate__ manauals.

23. What can result from a claims administrator not being familiar with labor time guides?
The claim payement will likely be rejected. Further is the documentation is not thorough, the amount of labor
that the shop can legitimately claim and the customer or manufacturer will be reduced. Resulting the shop or
technician to earn less than they have rightfully earned for the services perfomed.

24. The claims administrator needs to be very detail_ oriented.

25. The skills needed by the claims administrator are __research__________________, ___technical ____
understanding and ability to work with __numbers and preparing precise documents___.

26. The person that is considered the on-the-field coordinator of day-to-day activities is the ___shop
foreman__.

27. What are some duties of the shop foreman?

Guide the flow of work in the shop
Provide on the spot technical assistance to technicians
Assist with diagnosis of difficult problems
Provide on the job training for younger, less experienced technicians
Be actively involved in the most difficult technical problems

28. The shop foreman needs to possess a very high level of __technical__ skills.

29. The shop foreman does not have to be the _fastest____ at performing repairs but must be the best at
fixing them right the first time.

30. The shop foreman needs to be a good _____communicator___.

31. The ___service advisor__ is the front-line employee and the face of the company in the service shop.

32. What are some major responsibilities of the service advisor

Respond to customer inquiries on the telephone, online and in person
Schedule appointments based on the availability of resources to perform the repairs
Write up repair orders to accurately reflect the customers’ concerns and requests
Perform general diagnosis of complaints through observation and questioning

33. The service advisor has many skills and the most important skills is being ___highly_____________
organized and be able to ___communicate_____ clearly and concisely with customers and fellow
employees.

34. The service advisor must be able to translate the information from the _____customer__ to the
______technicin______ and from the ______technician__ back to the customer.
 35. The service advisor must also posses a great deal of ___sales__and __marketing____ skills.

36. The lead technician is normally the most qualified _master___ technician in the shop.

37. If there is no lead tech the shop __foreman___ usually performs the lead technician,s responsibilities.

38. It is rare for anyone to be selected as a lead technician unless he or she is ___ASE__ master certified and
has a minimum of __5__ years of full time field experience.

39. The lead technician must be a leader and needs to have the ability and willingness to help provide local
___training____ to fellow employees to increase productivity.

40. The ___Service porter__ must have good driving record, a pleasant personality to deal with co-workers
and customers, and the ability to be a self-directed worker.

41. What are some duties of the Porter?

Shuttling customer vehicles from the service write-up area back to the storage lot.
Providing rides to the customers to get them to work or home while their car is being repaired and bringing
them back to the shop oonce the repairs are completed.
Cleaning or detailing customer vehicles after repairs and new vehicles before retail delicery
Doing miscellaneous chores around the shop,including housekeeping duties.

42. A ____parts__ specialist may be someone who contacts parts stores, run to pick up parts or work at a
facility that has a full scale parts operation that is considered a profit center within the company.

43. A parts specialist needs to be __detail oriented with the ability to identify the right part that requires
____thoroughness___ and ______accuracy_____.

44. A shop that has an internal parts operation, the parts specialist must develop and maintain a real-time
system of ___inventory___ control.

45. The parts specialist must possess ______business___________ analysis and _____accounting____ skills
because of the large investment tied up in parts inventory.

46. The automotive ______technicians________________ are the heart of the repair shop.

47. The technician is the only one who is directly responsible for producing ____labor_________ which is
the sole major product that the service shop sells/

48. Technicians are considered the only ___productive__________________ employee.

49. Most shops require that technicians have a minimum of ____high school _________________technical
training or equivalent in direct industry experience.

50. Many shops require technicians earn ASE_certification and keep them up to date.

51. Technicians are also required to attend ongoing ___training___ provided by various organizations.
 52. Customer satisfaction is the key to ___repeat___ sales and future success of an organization.

53. Customer satisfaction can be performed ____internal_ or by an outside__ service.

54. The person who is takes a proactive approach to assuring customer satisfaction is the __customer
relations___ specialist.

55. Repeat customers and their goodwill and __person__to____person__ testimonials about the company
are the best advertising.

56. Skills needed for a customer relations specialists are __excellent people__skills, _____customer
complaint _ handling skills, telephone ___etiquette___ and___communication___ skills.

57. The _Service_ manager is responsible for the smooth coordination of all of the jobs and functions in the
repair shop.

58. The service managers main functions are ___coordination__, __motivation___ and
_____leardership_________________.
59. The service manager is expected to operate his department as a company within a ___company_.

60. What are just a few of the service managers responsibilities?

Operational and strategic planning
General management and leadership
financial measurement and analysis
organization and time management
Employee relations,hiring,discipline and firing
Workplace safety and other legal issues

61. The __service director___ is usually only in larger repair shops and dealerships and his responsibilities
are similar to a service manager.

62. The major difference between the service manager and service director is the scope of
___responsibility____.

63. The service director is responsible for the management of ____cordination between__ distinct
departments and services.

64. What are some of the departments that a service director would be in charge of?
Service repair shop
Parts department
Body shop
New car prep department
Used car reconditioning
Customer shuttle and service rentals
Warranty administration
65. The service director’s knowledge, skills and abilities are much like the service manager but he also
needs to be an excellent _____leader___ and _mediator_ to maintain a sense of fairness and balance
between the operations and egos present in all the different operations.