Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.

DEFINITION

Performs skilled, technical tasks in coordinating work orders, scheduling of warranty, sublet, in-house repairs parts operations and maintenance for City vehicles and equipment, communicate and coordinate customer requests and needs to Automotive and Heavy Equipment Technicians, and communicate status of services with customers, procure, process, and inventory control of automotive and equipment parts, and supplies.

JOB CLASSIFICATION

Non-Exempt, Safety Sensitive.

SUPERVISION RECEIVED AND EXERCISED

Receives direct supervision from the Automotive and Equipment Supervisor.

PRIMARY DUTIES--The following are examples of primary duties assigned to positions in this classification. Other related duties and responsibilities may be assigned.

1.    Receive incoming parts and repair requests from customers and coordinates work to be assigned with the Fleet Services Supervisor; enter detailed information into computer database to create and track service orders and parts records.

2.    Evaluate workloads and estimate repair times required; schedule repairs and/or maintenance; monitor and coordinate workflow; consult with Fleet staff to estimate downtimes of vehicles and equipment.

3.    Assist the Fleet Supervisor in the development, implementation and communication of Fleet division policies and procedures.

4.    Review and communicate status of service orders with customers on an ongoing basis; periodically evaluate customer satisfaction with communication and service delivery. Follow up and parts, and repair delays in order to keep communication current.

5.    Answer questions and provide information to the public and other departments; investigate complaints and recommend corrective actions to resolve complaints.

6.    Inspect completed repair orders; verify and correct information as necessary including repair types and repair time; Assist in the benchmarking of actual repair time to standard labor guides.

7.    Tracks and maintains preventive maintenance schedules for all customers; ensure customer notification and timely response.

8.    Coordinate contracted maintenance and repair work with vendors and contractors; obtain cost estimates for repair or maintenance work; process requisitions and coordinate delivery and pick up.

9.    Return damaged, warranty or incorrect parts to vendors; process claims with vendors for damaged materials; monitor invoices for accuracy.

10.  Prepare and maintain a variety of logs, records and reports; compile statistics on vehicles; utilize reports to assess efficiency, downtime, repeated repairs and inventory management.

11.  Perform minor vehicle repairs such as changing light bulbs or windshield wiper blades.

12.  Assist in the preparation of vehicles and equipment for auction.

13.  Monitor fleet parts budget to ensure efficient use of City funds in the acquisition of parts, supplies and services. Obtain periodic quotes from vendors on equivalent parts to verify best value purchases.

14.  Perform other duties of a similar nature or level.

QUALIFICATIONS

Knowledge of:

Methods and techniques of providing high level customer service.

Principles and procedures of preventive maintenance.

Principles and procedures of purchasing, inventory and parts processing.

Methods and techniques of contracting and coordinating services with supply vendors.

Occupational hazards and standard safety practices.

Principles and practices of reporting and record keeping.

English usage, spelling, grammar and punctuation.

Applicable tools and equipment operations.

Applicable Federal, State and local codes, laws and regulations.

Ability to:

Communicate effectively with customers including active listening, empathy, patience, tact and assessment.

Accurately evaluate repair needs and estimate the cost and time of repairs.

Inspect materials, supplies and parts for compliance with requests and specifications.

Maintain stock control systems and physical inventory.

Understand and follow oral and written instructions.

Operate and use modern office equipment including computer and various software applications.

Establish and maintain accurate records, logs, and files.

Prepare clear and concise reports.

Interpret, explain and enforce department policies and procedures.

Interpret and apply Federal, State and local policies, laws and regulations.

Establish and maintain effective working relationships with those contacted in the course of work.

Speak, read, write, and comprehend the English language at a level necessary to accomplish job requirements.

Experience and Training Guidelines

Minimum Requirements:

 Experience:

 Two (2) years of experience in service writing, customer service, sales, technical support, retail parts operation  or related service experience.

 Training:

 Equivalent to the completion of the twelfth grade supplemented by training in customer service.

Other combinations of experience and education that meet the minimum requirements may be substituted.

License or Certificate

Possession of, or ability to obtain, a valid Colorado Commercial driver's license.

WORKING CONDITIONS

Environmental Conditions:

The job is performed in the following working environment:

Field environment.

The following condition(s) may be present on a continuing basis:

Office; exposure to computer screens.

Shop environment, exposure to noise, dust, grease, fumes, and other air contaminants.

Physical Conditions:

The job is characterized by:

The following physical activities are very or extremely important in accomplishing the job’s purpose and are performed on a daily basis: