Lube Technician Level 2 Employee
Core Job Skills: Safety/HSSE
Wears required PPE
Has knowledge of Safety/OSHA requirements, including location of Material Safety Data Sheet (MSDS)
Follows safety requirements
Ensures customer safety
Practices good housekeeping
Core Job Skills: JT SS Execution
Is Job Certified within required timeframe, 90 days from hire for CBT and OJT (not including ancillaries)
Is Cross-trained in JTSS execution
Executes JTSS when on the floor
Executes Customer Cycle
Knows Basic Product Knowledge
Knows Signature Service dialogue
Executes “no handles” policy
Demonstrates respect for customer’s vehicle
Knows prices, estimated times
Communicates proper bay calls and responses and other critical communications
Professional Behavior: Positive Behaviors
Follows through on assignments
Exhibits positive problem solving skills with customers or fellow employees
Manages difficult situations effectively
Displays proper language, attitude, demeanor and interaction with customers
Displays proper language, attitude, demeanor and interaction with fellow employees
Avoids unprofessional actions (horseplay)
Professional Behavior: Honesty & Integrity
Takes responsibility for actions
Follows policies and procedures
Uses good judgment
Provides quality service and products with neatness and accuracy in all work.
Abides by Policies and Procedures of Griffin Fast Lube as outlined in employee handbook
Professional Behavior: Personal & Teamwork Presentation
Participates in Customer Rallies and team meetings
Accepts instructions from others
Performs Activity Board assignments
Ensures uniform & personal appearance meets company standards
Promotes team success by fulfilling all responsibilities whether primary or secondary
Accepts assignments willingly
Professional Behavior: Accountability/Dependability
Arrives on time for scheduled work time
Takes initiative to improve our customer’s experience
Is dependable with no excessive absences
Customer Experienc: Greet/Customer Relations
Acknowledges customer within 10 seconds
Acknowledges Customers when in the 5 foot area
Presents positive attitude & pleasant smile
Is respectful & polite to customers
Welcomes Customers by saying, "Welcome to Jiffy Lube", and then offers the Signature Service Oil Change.
Follows proper Telephone procedures
CSA: Builds Relationships
Follows proper CSA procedures for 1 or 2 customers
Has ability to "read" customer and make adjustments to service review
Conveys a professional image (i.e., language, appearance)
Has effective communication skills (volume, tone, body language, terminology)
Is comfortable with people (establishes relationship)
CSA: Customer Education
Explains, when appropriate, all criteria of Signature Service
Explains purposes of ancillary services
Explains severe driving conditions
Is knowledgeable in Jiffy Lube services & processes
Is knowledgeable in products used to service car
Understands and uses CSS scores to measure and improve CSA interactions (knowledge & pressure)
Understands and uses Mystery Shop criteria and scores
CSA: Effective Service Review
Provides proper service review for all customers
Adjusts Otto Care presentation for new or returning customers; average length of Otto Care
Uses ROC to inform customer of car
Uses computer information (?) key
Presents all manufacturers service recommendations including procedures that need to be done as well as those that were previously completed or upcoming
Can explain the Otto Care Ancillary presentations
Gives estimate of time and costs
Meets minimum sales goals (suggested “Employee Productivity Report”)
CSA: Ring-out
Conducts proper ring-out procedures
Invites customer to come back in 3,000 Miles
Performs proper Cap Quality with Cheerful Attitude