Service and Parts Advisor (Wheatland, PA)

Job Description

Job Description

★ NOW HIRING: Service and Parts Advisor - Wheatland, PA

At Hunter Truck, our people are the driving force behind our success. As one of the largest Peterbilt dealer groups in the country, we combine the resources and opportunities of a growing organization with a culture where people are empowered to make an impact. With twenty-eight locations across Pennsylvania, New Hampshire, New Jersey, New York, Vermont, and West Virginia, we offer the scale, support, and career opportunities to help you take your career to the next level.

Come build your career with a team that invests in you from day one.

POSITION AT A GLANCE 

Location:  Eau Claire, PA (works onsite in Wheatland, PA)
Position Type: Full-Time
Schedule: Monday through Friday, 7:00 AM to 3:30 PM

WHAT YOU’LL DO 

SUMMARY

The primary function of the Service & Parts Advisor is to support customers and shop operations by coordinating service repair orders and providing parts counter support in a timely, professional, and efficient manner.

ESSENTIAL DUTIES  include the following. Other duties may be assigned.

• Greet service and parts customers and provides a high level of service to internal and external customers.
• Answer telephone calls for service and parts, assisting customers with inquiries, price quotes, repair status, and other information.
• Listen to customers’ description of vehicle problems to determine possible solutions and work procedures.
• Writes repair orders, communicates customer complaints clearly, estimates repair costs as required, and sells needed work.
• Advise customers of the expected time the unit will be in the shop and promptly communicate any delays.
• Obtain customer authorization for work above and beyond the original scope prior to beginning additional repairs.
• Open and close repair orders as needed and provide clear and concise information to technicians regarding the customers’ complaints and requested work.
• Provide verbal instruction to technicians when applicable and reviews repairs performed to be prepared to discuss completed work with the customer in detail.
• Schedule future service appointments when requested, provided the work will not overtax available technician capacity.
• Ensure a clear understanding of the customer’s financial responsibility for the repair order and the portion of the repair the customer is expected to cover.
• Maintain satisfactory customer relations through courteous, timely, and fair handling of customer concerns and refers unresolved issues to the appropriate manager when necessary.
• Assist retail and shop customers in selecting required parts in a friendly, professional, and efficient manner.
• Inform customers of companion part requirements and specials and ensure customers are exposed to the full product line when appropriate.
• Pull and fill parts orders from stock and sets up orders for Service or customer pick-up.
• Notify the Parts & Service Manager and Inventory Control of out-of-stock parts or shop materials requiring immediate attention.
• Notify Service when special-order parts have been received and follows up on back-ordered parts.
• Verify will-call and back-order files and processes vendor returns or restocks items that are no longer required or have not been picked up.
• Assist outside sales representatives with orders when needed and solicit assigned accounts by phone as directed.
• Ensure all internal parts requests are billed to the appropriate service repair order.
• Pull and process company inter-branch parts requests.
• Administer warranty and policy adjustments in the best interest of the customer, dealership, and OEM.
• Maintain a working knowledge of manufacturer warranty offerings, policies, and procedures.
• Provide documented support that shows repairs are warrantable by using available OEM and manufacturer tools and resources.
• Edit repair order descriptions to ensure they are short, legible, and understandable to the customer.
• Provide additional claim information when needed to clarify repairs prior to sending claims to Warranty Central.
• Maintain a consistent open repair order balance established by management.
• Process and report the movement of warranty parts as directed by Warranty Central, including parts return information.
• Receive cash, checks, and credit card payments from customers and records amounts received; obtains credit authorization when required.
• Ensure charge sales are signed by the customer, and customers receive a copy of their invoice.
• Issue credits for returned parts after verifying the original invoice or invoice number so purchase and pricing information can be confirmed.
• Maintain orderly records of repair orders, invoices, insurance estimates, special-order parts, and missing documents.
• Provide clerical and operational assistance to the Service and Parts departments as needed.
• Work with department management to stay current on new products and services, product updates, features, value, and changes in pricing.
• Participate with Parts management in maintaining lost sales tracking as directed.
• Attend and participate in required training programs, including company safety training.
• Occasionally drive to off-site training or to pick up parts, supplies, or other necessary items.
• Operate a forklift as needed.
• Maintain a professional appearance and keeps work and counter areas neat, clean, and uncluttered.
• Adhere to and promote all existing health and safety policies in the workplace to reinforce the Hunter culture of a safe work environment.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos; ability to write simple correspondence; ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization

MATHEMATICAL SKILLS  

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few variables in standardized situations

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver's License required; must meet company insurability standards

Complete and pass OSHA approved forklift training

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to walk. The employee frequently is required to stand. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to moving mechanical parts, fumes or airborne particles, and outside weather conditions. The employee is occasionally exposed to high, precarious places. The noise level in the work environment is usually loud.

WHY WORK WITH US 

► Your hard work earns real rewards with competitive pay and bonus opportunities 
► Comprehensive benefits package to keep you and your family covered - including medical, dental, vision, FSA and a variety of optional benefits!
► 401(k) with company match because your future matters
► Competitive Paid Time Off and paid holidays!
► Your success is our priority. We offer training, mentorship, and advancement opportunities 
► A supportive, team first culture where you’re never just a number 
► A legacy of stability in a company that is family-owned and trusted since 1938