FLEET SERVICE ADVISOR

Service Advisor

The Service Advisor serves as the liaison between City departments and Fleet Services and is responsible for coordinating vehicle service and maintenance requests. This role ensures the efficient intake, tracking, and completion of work orders while maintaining a high level of customer service. The Service Advisor also assists with coordination between Parts Room staff, provides status updates to departments, manages outside vendor repairs, and offers administrative support to help maintain a safe and reliable municipal fleet. Work is performed under the general direction of the Fleet Services Supervisor.

The following job functions are typical for a position of this nature. These are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to perform each function satisfactorily. Other job functions and duties may be required as assigned. Percentages for each function are subject to fluctuations.

• Serve as the primary point of contact for customers dropping off equipment for repairs and service. - 15%
• Answer service desk phone calls and respond to inquiries. - 15%
• Generate work orders based on customer input; initiate road calls and/or towing for disabled equipment. - 15%
• Create, manage, and close work orders in the fleet management system, ensuring all entries include accurate and complete service history and notes. - 10%
• Coordinate the scheduling of preventive maintenance (PM) services and repairs across all departments to minimize equipment downtime. - 10%
• Review open work orders to verify that all labor, parts, and any related sublet repairs have been properly charged; ensure timely status updates and closure of work orders. - 10%
• Coordinate outside vendor repairs, including warranty work and recalls; track progress and provide departments with repair status updates as needed. - 10%
• Maintain effective communication with departments and address customer inquiries and complaints. - 5%
• Assist in preparing reports related to fleet activity, maintenance trends, equipment downtime, and service costs. - 5%
• Perform other duties as assigned. - 5%

Strong customer service and communication skills in establishing and maintaining effective working relationships with City officials, employees, and outside vendors.

Thorough knowledge of automotive and mechanical systems, diagnostics, and preventative maintenance.

Familiarity with fleet management or work order software. Basic computer proficiency (MS Office, email, data entry).

Ability to prioritize multiple service requests in a fast-paced environment.

Demonstrate the ability to analyze data and prepare reports for both internal and external users.

Ability to maintain accurate records and communicate clearly, both orally and in writing.

A high school diploma or GED is required.

Completion of technical or vocational training in automotive repair, fleet management, or a related field is required.

A technical certificate in a relevant discipline, along with at least two years of experience in fleet maintenance operations is preferred.

A valid driver's license is required.

The physical activity of this position includes: stooping, kneeling, crouching, reaching, standing, walking, lifting, fingering, grasping, feeling, talking, hearing, and repetitive motions.

The physical requirements of this position include: exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Office environment work involves sitting most of the time.

The visual acuity requirements, including color, depth perception, and field of vision: The worker is required to have visual acuity to perform one or more of the following: preparing and analyzing data and figures; accounting; transcription; computer terminal; extensive reading.

The conditions the worker will be subject to in this position include: inside environmental conditions, both inside and outside environmental conditions, extreme cold, extreme heat, noise, hazards, atmospheric conditions, and oils.

Drug screening and criminal background checks are required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The City of Gastonia is committed to creating and maintaining a work environment that is inclusive, equitable, and welcoming. We value diversity and promise to honor your experiences, perspective, and unique identity. The City of Gastonia is an Equal Opportunity Employer - M/F/H.