Management Position Descriptions
The following position descriptions are intended as guides to assist you in developing position
descriptions that fit your specific situation. Depending on collision center volume and staffing,
the ideal organization structure will change to business needs and the strengths of the
individuals involved. Specific responsibilities may be divided or combined as necessary.
The following position descriptions have been drafted for your use. Feel free to modify them and
tailor them to your needs. For instance, one collision center might have one damage writer and
one Customer Service Representative (CSR) while another may combine those responsibilities
into one position of CSR / Damage Writer
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Collision Center Manager
Outside Sales Representative
Damage Writer (Estimator)
Customer Service Representative
Administrative Assistant
Accountant / Bookkeeper / Office Manager
Receptionist
Production Manager
Production Support Coordinator
Parts Manager
Group or Team Leader
Many of these position descriptions may appear to have overlapping responsibilities as written
here. In actual practice, overlapping of responsibilities should be avoided for proper
accountability, but a generous level of cross training is equally important for covering absences
and development of personnel skill levels. It is anticipated that you will select the position
descriptions that best fit your organization and modify them accordingly.
Copyright © 2003, BASF Corporation
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Collision Center Manager
Objective:
Provide overall leadership and direction of the collision center. Primarily responsible for the
achievement of the organization’s financial and professional objectives.
Reporting Relationships:
 Reports to Owner or is the owner, (GM or Service Director for dealers)
 Provides leadership to all collision center personnel
 Provides management to those filling primary sales, customer service, production and
administrative positions
Responsibilities:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
Establish long-term and short-term goals to ensure business direction is met
Establish estimating and sales targets sufficient to meet business objectives
Communicate performance objectives to all personnel
Identify, establish and monitor financial performance goals for the business and individual
departments including sales growth, the gross profit on labor, parts, paint & materials,
and sublet, overhead expense management, and the management of receivables,
inventories, and fixed assets
Set standards and develop action plans to facilitate improvement of business
performance and standards for quality, customer service and satisfaction, promotional
efforts, and employee satisfaction and retention
Manage the recruitment and retention of personnel as needed to achieve objectives and
maintain the long-term health of the business
Continually improve the skill level of all personnel by facilitating training opportunities and
on-the-job skills enhancement
Evaluate employees routinely including annual performance reviews to assist all
employees in working to their individual potentials.
Manage the primary relationships with outside entities including insurers, vendors, major
customers, and the community.
Proactively manage the customer service and quality assurance levels of the business
and take action before small problems become large ones.
Direct the repair process to achieve repair quality standards, consistent priorities, and
high productivity.
Skill Criteria:
 Leadership and management skills
 Strong interpersonal skills
 Thorough understanding of the collision repair business
 Fundamental knowledge of business finance
Measurement Criteria:
 Sales Growth
 Overall Gross Profit $ & %
 Net Profit $ and %
 Accounts Receivables Aging
 Employee Retention
Copyright © 2003, BASF Corporation
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Outside Sales Representative
Objective:
Achieve consistent sales growth for the collision center by initiating and maintaining strong
relationships with insurers, major customers, and customer referral sources.
Reporting Relationships:
Reports to Collision Center Manager
Responsibilities:
1.
2.
3.
4.
5.
6.
Develops and implements marketing programs
Identifies and visits key customer referral contacts to promote the collision center and
closes beneficial business arrangements
Regularly visits existing customer and referral accounts to maintain a productive and
growing relationship
Initiates and develops relationships with the principle insurance companies operating in
the local collision market
Participates actively in community organizations
Conducts customer follow-up activities to promote repeat business and referrals
Skill Criteria:
 Excellent interpersonal skills
 High degree of business professionalism
 Sales skills
 Knowledge of local insurance market
Measurement Criteria
 Sales Growth
 Market Share
 Participation in DRP programs
Copyright © 2003, BASF Corporation
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Damage Writer (Estimator)
Position can be combined with CSR position
Objective:
Accurately and completely assess the damage of vehicles and document needed repairs and
parts replacement on the damage appraisal.
Reporting Relationships:
 Reports to Collision Center Manager
 Works closely with CSR’s, Technicians, Group or Team Leaders and Insurance Adjusters
Responsibilities:
1.
Assure that each vehicle is in a position that a complete and accurate damage appraisal
is possible and that any needed disassembly is accomplished.
2.
Inspect the vehicle for damage to the structure, sheet metal, mechanical, electrical, glass
and interior components and necessary refinishing to bring the vehicle to pre-accident
condition.
3.
Note any non-collision damage or maintenance issues that may need repair
4.
Specify all needed repair operations, replacement parts and labor operations and/or
sublet operations to be performed
5.
Review current estimating guide procedure pages to assure that all needed but notincluded operations and parts or materials are specified.
6.
Prepare the computerized damage report
7.
Communicate with the CSR, customer, and insurance adjuster as needed to obtain
approval for the repair (sell the repair)
8.
Review damage appraisals with technicians as appropriate to clearly explain needed
repairs, any customer pay items, and special instructions
9.
Follow-up on any repairs requiring supplements to promptly obtain approvals
10.
Audit insurance estimates for proactive supplements
Skill Criteria:
 Must be detail oriented
 Must have a complete and thorough understanding of vehicle construction, estimating
guides, procedure pages, and insurer needs
Measurement Criteria:
 Sales per RO
 Parts to Labor Sales
 Paint Hours per RO
 P&M Sales per Paint Hour
Copyright © 2003, BASF Corporation
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Customer Service Representative (CSR)
Position may be combined with Damage Writer
Objective:
Play the principle role in achieving and maintaining a positive relationship with all customers
Reporting Relationships:
 Reports to the Collision Center Manager
 Works closely with the Damage Writer
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Responsibilities:
1.
Greet all customers upon arrival, qualify the customer and vehicle, and determine their
specific needs
2.
Based on customer input, assure their understanding of the collision repair / claims
process
3.
Inform the customer of the positive qualities of this particular collision center
4.
Obtain necessary customer information needed to begin the process of damage
appraisal and repair
5.
Depending on the insurance arrangement, close the customer if possible
6.
Bring in the damage appraiser, as needed, or set an appointment for damage appraisal
7.
Follow-up on all unclosed prospects
8.
Effectively negotiate damage reports with insurers
9.
Perform pre-repair inspection upon drop off
10.
Maintain contact with the customer during the repair and proactively inform them if
anticipated delivery status changes
11.
Confirm all financial arrangements with customer and insurer prior to vehicle delivery,
and verify accuracy of the final RO
12.
Re-sell the repair to the customer upon pick-up
Skill Criteria:
 Strong interpersonal skills
 Empathy
 Knowledge of sales and customer service
 Well organized
Measurement Criteria:
 CSI
 Closing Ratio
 Sales per RO
 Paint Hours per RO
 P&M Sales per Paint Hour
Copyright © 2003, BASF Corporation
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Administrative Assistant
Objective:
Assist Collision Center Manager or Office Manager in conducting the administrative tasks of the
business
Reporting Relationships:
Reports to either the Collision Center Manager or Office Manager
Responsibilities:
1.
Perform reception and telephone responsibilities as needed
2.
Maintain RO folders and related files and other assigned tasks in a well-organized
fashion
3.
Process data and paperwork to assist CSR and/or Damage Writer
4.
Perform accounts payable or other accounting or payroll tasks as needed
5.
Assist Collision Center Manager and/or Office Manager as requested
6.
May full fill many of the responsibilities of the Receptionist and Office Manager for a small
collision center
Skill Criteria:
Good oral and written communication skills
Measurement Criteria:
See also Receptionist and/or Office Manager
Copyright © 2003, BASF Corporation
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Accountant / Bookkeeper / Office Manager
Objective:
Manage the administrative activities of the collision center including accounting functions as
necessary
Reporting Relationships:
 Reports to Collision Center Manager
 Works effectively with all other personnel
 May supervise other administrative personnel including the receptionist
Responsibilities:
1.
Understand and be able to process work related to repair orders, file jackets, insurance
requirements, and the computer systems
2.
Oversee the cashier function and the timely collection of accounts receivable
3.
Supervise business record-keeping in accordance with local, state, and federal legal
requirements
4.
Maintain a complete, accurate, properly formatted and classified and timely system of
accounting for all sales, production costs, overhead expenses, and balance sheet items
for the collision center
5.
Provide management with accurate and timely performance information including both
financial and non-financial data including appropriate Key Performance Measures
including input to VPOL
6.
Maintain company insurance programs including general liability, workers compensation,
and employee life and health programs and other employee benefits
7.
Assure timely compliance with payments and returns for all payroll taxes, state and
federal unemployment insurance, sales and use taxes, and property taxes
8.
Responsible for employee personnel files, and payroll functions including timecards, tax
deductions and documentation, incentives, etc.
9.
Process or oversee the processing of payroll for the collision center
10.
Handle banking and credit card transactions including daily deposits and electronic
postings
11.
Manage the accounts payable function effectively to assure timely payment of all
liabilities and the benefit of all applicable discounts
12.
Assure timely billing to all insurance carriers and other responsible parties
Skill Criteria:
 Appropriate training and experience relative to the position
 Associates degree (or higher) highly desirable
 Numbers oriented
Measurement Criteria:
Accounts receivable aging
Receptionist
Objective:
Greet all visitors and callers promptly, pleasantly, and with a helpful and empathic attitude
Reporting Relationships:
Copyright © 2003, BASF Corporation
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May report to either collision center manager, CSR, or Office Manager depending upon
the organization structure
Works effectively with CSR, Damage Writer, and others
Responsibilities:
1.
Responsible for the daily contact with all visitors including customers, prospective
customers, insurance adjusters, vendors, and others entering the office area
2.
Promptly and courteously answers the telephone
3.
Collects data using the Customer Information Form
4.
Book appointments for damages appraisals, drop off and pickup
5.
May assist with proactive vehicle status class and customer follow-up calls
6.
Handle customer inquiries promptly
7.
Assists with marketing programs as appropriate
8.
Assists office manager or supervisor with filing, data entry and other tasks as requested
9.
Assures the comfort of visitors
10.
May handle cashier or other vehicle delivery responsibilities such as the dissemination of
warranty and CSI information
Skill Criteria:
 Effective oral communication skills and excellent phone manners
 Professional appearance
 Effective writing, math, and computer skills appropriate to responsibilities of the position
 Basic understanding of the collision repair process and administrative issues
 Good interpersonal skills
Measurement Criteria:
CSI
Copyright © 2003, BASF Corporation
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Production Manager
Objective:
Manage the efficient production operation of the detail, paint and body departments of the
collision center. Organize and supervise the workflow, the effective utilization of the work force
and ensure that the customers’ vehicles are repaired on time and meet or exceed their quality
expectations.
Reporting Relationships:
Reports to Collision Center Manager
Works closely with technicians, CSR, and Damage Appraiser
Responsibilities:
1.
Recruits, hires, trains, develops and motivates all employees directly reporting to this
position. Provides guidance to the next level of supervision regarding the management
of personnel as appropriate.
2.
Directs the Quality Control process and supervises the implementation of systems to
assure the prevention of quality problems and ongoing quality appraisal.
3.
Develops and communicates standard repair procedures, and quality and cost standards
within the detail, paint and body departments, and monitors performance.
4.
Develops and oversees the weekly and daily scheduling of work through the collision
center. Directs the movement of vehicles through the collision center and assigns work
to the technicians in the most productive manner. Communicate due date goals to
technicians daily, and coordinates information flow between the office and the production
floor.
5.
Breaks down repair orders by department and task assigns work to the appropriate
technician. Coordinates all supplements with the front office to ensure that the repair
order is properly updated.
6.
Coordinates the acquisition, storage and use of sheet metal and hard parts.
7.
Administers preventative maintenance program for all equipment and tools, and makes
recommendations to management regarding replacement or upgrade.
8.
Keeps up-to-date with new techniques and materials, and facilitates training for all
appropriate personnel.
9.
Tracks and monitors key numbers to monitor quality, productivity and costs.
10.
Hold regular meetings with employees to hear their input regarding issues of concern to
them, including quality, productivity and costs.
Skill Criteria:
 Five years experience working in a collision center including two years in a leadership
role.
 Knowledgeable in all facets of the productions operation.
 Will successfully complete appropriate management training courses.
Measurement Criteria:
 Sales $ (monthly)
 Department Productivity (monthly)
 Output (daily, weekly, monthly)
 Gross Profit $ and %
Copyright © 2003, BASF Corporation
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Production Support Coordinator (PSC)
Note: The Production Manager and Production Support Coordinator vary in the scope of the
position and their function in the organization. Typically, a collision center may have one or the
other, but not both. As the PSC is limited in scope, the functions of a Production Manager that
are not assumed by the PSC will be handled either by the Collision Center Manager or the CSR.
For instance, a Production Manager will dispatch, a PSC will not.
Objective:
The role of the Production Support Coordinator (PSC) is to make certain that whatever the
technicians need to perform a repair is available to them when needed.
Reporting Relationships:
 Reports to BSM
 Takes direction from the individual(s) who dispatch production based on the organization
structure in place. (I.e. CSR, Group Leader, or Team Leader)
 Directs porters
 Communicates paint department and detailing priorities
Responsibilities:
The individual filling this position is responsible for supporting the productivity of the technicians
and maximum throughput of the vehicles by attending proactively to the following issues:
1.
Oversee major disassembly – Direct movement of damaged vehicles to the disassembly
area, schedule use of measuring equipment as necessary, communicate availability to
damage writer, and supervise removal of vehicle to production staging area
2.
Parts oversight - Proactively assure that once the original parts order is placed (by the
CSR) that it is properly received, verified, stored, and dispatched to the appropriate
technician completely and accurately exactly when it is needed. Perform the same for all
supplemental parts. Assure that all unused parts are returned for credit and that the CSR
is informed
3.
Coordination of Parts-cut in - Assure that all parts requiring cut-in are proactively moved
to the designated cut-in area, that the cut-in tech has all needed information, that cut-in is
performed on a timely basis, and the cut-in parts are safely stored awaiting use by the
primary technician
4.
Proactive communication - Keep both the tech and the front office constantly in the loop
with regard to any changes or variances from the expected repair plans and completions
5.
Resource utilization - Facilitate the optimum use of the collision center and equipment
through preventative maintenance, prompt movement of vehicles in and out of the
collision center, housekeeping, and equipment maintenance. Assure that all equipment is
ready for use and that all stalls and floor space is available for vehicles currently active in
production.
6.
Vehicle movement - Proactively move vehicles into production when dispatched, from
department to department when each step is completed, and out of production when
complete or whenever there is a halt to production on that vehicle for more than 2 hours.
7.
Coordination of sublet functions - Schedule and facilitate the performance of sublet
functions including communication with the techs and front office regard to scheduling,
the movement of the vehicle to the appropriate space of sublet work to be performed, and
the return of the vehicle to production
8.
Metal department / paint department communication - Facilitate communication between
the metal department with regard to the scheduled movement of vehicles to the paint
Copyright © 2003, BASF Corporation
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9.
10.
11.
department for prep work and vehicles coming back to the metal department for
additional assembly or trim out
Preventative equipment maintenance - Assure that a preventative maintenance schedule
is followed for all equipment and collision center owned tools to eliminate downtime and
to assure that all portable tools and equipment are stored in the designated space.
Equipment to be maintained will include paint both and filters, air drying system, air
compressor, frame and measuring systems, welders, lifts and floor jacks, battery
charges, etc.
Maintenance of housekeeping - Assure that all stalls are routinely cleared of damaged
parts and rubbish
Direction of porters and detailers - Routinely direct porters and detail personnel to
perform vehicle movement and timely detailing for completed vehicles
Skill Criteria:
 Basic knowledge of the repair process
 “Service” orientation
 Good interpersonal skills
 Must be able to effectively handle multiple priorities
Measurement Criteria:
 Sales $ (monthly)
 Department Productivity
 Gross Profit $ and %
Copyright © 2003, BASF Corporation
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Parts Manager
Objective:
Proactively manage the process of ordering, receiving, storing, dispatching and returning parts
for each repair order and the overall management of paint and material inventory for the
collision center
Reporting Relationships:
 Reports to the Collision Center Manager
 Works closely with technicians, porters, CSR’s, and damage writers
Responsibilities:
1.
Develop and maintain productive relationships with all vendors for parts and paint &
materials
2.
Negotiate profitable and productive terms for all vendor relationships taking into account
price, quality, service level, delivery response times and the ability to meet the collision
center’s unique needs
3.
Order all needed parts and supplemental parts for repair orders
4.
Expedite parts and/or search alternative sources when obtaining specific parts is
problematical
5.
Oversee the receipt and storage of parts including the process of checking all parts
orders and the parts themselves for accuracy and completeness
6.
Assure that all parts are marked with the RO number and are stored or staged by job,
and that the order status is clearly noted on all paperwork
7.
Manage the dispatch of parts to technicians on a timely basis
8.
Proactively return all unused parts and assure that credit is properly received and posted
to the repair order
9.
Oversee the order, receipt, storage, dispatch, and return of all paint & materials, shop
supplies, and small parts
10.
Proactively communicate with techs, porters, CSR, and damage writer regarding parts
status
11.
Document all transaction, as appropriate, in the computer or management system on a
timely basis
Skill Criteria:
 Thorough understanding of the collision repair process
 Strong service orientation
 Attention to detail
Measurement Criteria:
 Parts Gross Profit %
Copyright © 2003, BASF Corporation
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Group or Team Leader
Note: There are two primary differences between a group and a team. In a group, all techs work
on individual repair orders and are compensated by the labor hours they individually produce. In
a team, the members may work on individual small repairs, but on most repairs requiring
different skill levels, 2 or more techs will work on each vehicle. Techs in a team environment are
compensated by a share of the labor hours produced by the group.
Objective:
Be an integral part of production management on the production floor. Help his/her production
group to meet quality and production standards and objectives.
Reporting Relationships
 Takes daily direction from the CSR
 Directs the daily activities of the technicians
Responsibilities:
1.
Receive repair orders from the CSR and dispatch them to technicians fairly within the
group based on skill level required to complete the repair effectively. Repair orders
should be distributed to the lowest level technician that is capable of performing the
repair consistent with quality and performance standards.
2.
Team leader (only) will review the repair order and assign specific tasks to team
members based on the skill level required and optimum use of time and resources.
3.
While the Group Leader is a producing technician, he/she should avoid taking on full
responsibility for major repairs that might interfere with his/her ability to oversee and
manage the group.
4.
Assist techs with diagnostic issues or proper repair methods as needed to maintain
quality control.
5.
Monitors the parts procurement process to assure that techs have all parts when and
where needed.
6.
Communicates any supplemental repairs needed to the CSR for authorization.
7.
Monitors progress of repairs versus due dates.
8.
Assist the skill growth of technicians by recommending them for manufacturer or ICAR training and by facilitating hands-on training whenever possible.
9.
Maintain the group’s work areas in compliance with collision center standards.
10.
Monitor group members’ attendance, tardiness, and compliance with company
policies and procedures.
Skill Criteria:
 Must have leadership skills as recognized by the members of the group.
 Must have sufficient skills and experience to and an authoritative guide to other
technicians.
 Must be committed to ongoing training and skill growth.
 Must be willing to help and train others.
 Must have a clear understanding of collision center standards and proper repair methods
and a commitment to adhere to them.
Measurement Criteria:
 Productivity
 Throughput
 CSI
Copyright © 2003, BASF Corporation
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