Service Advisor

Job Description

Job Description

Description:

Job Overview: 

The Service Advisor is an important role within the Service Centre, responsible for managing customer interactions, preparing and revising quotes, planning and scheduling repairs, and ensuring customer satisfaction through effective communication and coordination. This position leverages in-depth knowledge of commercial truck maintenance and repairs to provide accurate quotes, manage workflow, and maintain an optimal flow of operations. 

Key TRAITS for Optimal Performance: 

• Decision Making & Risk Orientation: An ability to initiate decisions which may impact the work, priorities, and activity of others. An ability to identify and distinguish root problems and issues from symptoms, and to select a course of action even though limited information is available. 

• Relationships & Communication: An ability to balance the completion of specific personal tasks with the need to initiate interactions, collaborate, and encourage the efforts of others. An almost equal combination of ability to provide analytical and technical information and to demonstrate persuasiveness to influence others. The ability to work effectively with a larger group of people with whom there are regular interactions and a greater requirement to adjust behaviors in carrying out job activities. 

• Proactiveness: A strong ability to multi-task and handle a variety of activities, opportunities & issues in a very proactive manner. 

• Structure: Strong attention to detail and accuracy with regular hands-on involvement in all required activities. The ability to follow necessary guidelines and work within the job framework of established precedents, practices, and standards for consistent outcomes while also being able to handle some situations where they do not apply.

• Versatility: An individual demonstrates the ability and versatility to adapt to changes in the work environment that could include situations creating stress, additional hours of work, and stepping outside of their natural behaviors to meet job requirements. 

• Emotive-Logical Orientation: The ability to at times demonstrate sensitivity in interactions and at other times to be somewhat logical and rational in responding to situations. 

• Innovativeness: Regularly finding various ways to improve existing approaches, procedures and methods. 

Key Responsibilities:  

•Customer Interaction: Manage customer service interactions, ensuring professional, timely, and courteous communication. 

• Quoting and Scheduling: Prepare, submit, and revise customer quotes for truck and trailer repairs and maintenance. Schedule repairs with customers and internal planning boards. 

• Equipment Triaging: Triage customer equipment upon arrival to confirm the scope of work and update customer quotes if additional repairs are needed. 

• Parts Pre-ordering: Order parts from the Parts Department upon gaining information on what is needed. Anticipating parts needed is an important part of this function so that parts arrive on time and technicians can be optimally efficient. 

• Customer Updates: Communicate regularly with customers, updating them on the status and state of repairs throughout the process. 

• Work Order Management: Close work orders following company Standard Operating Procedures (SOPs), Standard Work Instructions (SWIs), and workflows to ensure processes are completed accurately, completely, and on time. 

• Billing and Invoicing: Oversee the billing process for repair services, ensuring that invoices are accurate, detailed, and delivered promptly to customers. Handle any billing inquiries or disputes professionally.

• Sales and Upselling: Identify opportunities to recommend additional services or products to customers, such as preventive maintenance packages, to enhance vehicle performance and safety.

• Data Management: Maintain accurate records of all repair service activities, customer interactions, and billing information using the shop’s management software.

• Coordination: Coordinate the return of customer equipment, working closely with parts planners, foremen, and service center management to optimize resources and achieve efficiency objectives. 

Requirements:

Required Qualifications 

• Education: High school diploma or equivalent. 

• Drug Testing: Pre-employment negative drug test. Employees will be enrolled in random drug testing pool as well. 

•Lifting ability: Ability to lift a minimum of 50lb on a regular basis. 

Preferred Qualifications: 

• Experience: All relevant experience will be considered. An equivalent role in an automotive, truck, or equipment repair facility preferred. Forklift certified or previous forklift experience.

• Technical Knowledge: Working knowledge of heavy truck maintenance and repairs, including processes, procedures, equipment, and parts. 

• Technical Proficiency: Proficiency with computer software. Experience with Microsoft and Fullbay an asset.