Service Advisor I

Description

JOB SUMMARY:

The Service Advisor is the liaison between the customer, internal sales or retail, and A-Z Bus Sales, Inc. They are responsible for the coordination of the vehicles repair or production throughout the bus repair or production process, key to key. The Service Advisor also generates service repair orders by ascertaining service requests and performance problems; verifies warranty and performs service contract coverage; inspects vehicles, writes repair orders; and maintains customer rapport and records. The Service Advisor also reviews jobs when they are complete and closes jobs and is responsible for the Work In Progress (WIP) for their particular assigned customers. The Service Advisor must maintain a high level of customer satisfaction and enhance A-Z Bus Sales ability to maximize net profit.

ESSENTIAL FUNCTIONS:

1. Primary Responsibility, Scope of Work, KPI Management, complexity: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Receives customers, checks in vehicles upon arrival to the Service department.
• Ascertains vehicle problems and services by listening to customer’s description of symptoms.
• Clarifies description of problems.
• Conducts inspections of vehicle, including QC, diagnosis.
• Proactively checks for recalls.
• Manages and submits documentation (including photos) for warranty repair orders.
• Manages customer approvals and expectations, including warranty and internal repairs, modifications, etc. on a bus to bus, customer to customer basis.
• Establishes good customer relations by providing estimates and timelines.
• Responsible for warranty and service contract coverage and compliance by following company policy and procedures as well as factory guidelines for specific products.
• Explains provisions and exclusions for work performed, including warranty.
• Manages repair orders by using the “three C system” to describe the defects and repairs in detail in RO System.
• Obtains approvals for all work performed.
• Monitors unit’s status to ensure vehicle will be ready when promised.
• Reviews jobs when completed. Assures that all work performed meets A-Z Bus Sales quality standards.
• Arranges payment for work performed.
• Works with Assistant Service Manager to arrange repairs on the road or for emergency repairs.
• Coordinate’s pick-up and delivery of vehicles with Assistant Service Manager and Dispatcher
• Works with Assistant Service Manager to schedule repairs, changes, modifications, and installations for internal and external customers.
• Works with sales staff using internal work request system to coordinate installations, repairs, modifications to buses that are ordered from the factory for delivery to end use customer.
• Updates repair orders as required with parts, labor, repair descriptions, coding, etc.
• Closes internal and warranty work RO’s within 48 hours of bus delivery.
• RO’s to be closed at immediate completion of vehicle/unit/bus.
• Conform with and abide by all regulations, policies, work procedures and instructions.
• Conform to all safety rules and use all appropriate safety equipment.
• All other duties assigned.

Management-related: None required for this position.

Personnel-Related: None required for this position.

Key Performance Indicators:

• Complete Monthly Map Goals
• Close All service orders within 48 hours after bus completion.
• Internal/external customers updated 1-2 days.
• Work In Progress must be current /under 30 days (see bonus structure)

Leadership:

This position has no supervisor responsibilities.

Competencies

• Technical Capacity.
• Ethical Conduct.
• Communication Proficiency.
• Personal Effectiveness/Credibility.

Supervisory Responsibilities:

This position has no supervisor responsibilities.

Work Environment:

While performing the duties of this job, the employee is regularly exposed to fumes or airborne particles and toxic or caustic chemicals. The employee is frequently exposed to moving mechanical parts. The employee is occasionally exposed to high, precarious places; outside weather conditions; extreme heat; and risk of electrical shock. The noise level in the work environment is usually moderate.

Position Type/Expected Hours of Work

This is a full-time position. Generally, days and hours of operation are Monday through Friday, and hours may vary from 6 a.m. to 6 p.m. Evening and weekend work may be required as job duties demand. Your schedule may vary and may be assigned to you separately from this document.

Travel

Occasional travel is required for this position.

ADDITIONAL RESPONSIBILITIES:

Training:

• NetSuite Training.
• Smart Sheet Training.
• Desk Pro Training.
• Warranty Process Training.
• Vehicle Technical Training as assigned.
• Customer Service Training
• ASE S1 – Basics in School Bus Safety (with 90 days of hire)
• PDI Training.
• MAP Training (Paycor)

Requirements

JOB SPECIFICATIONS: (Please describe what is required for satisfactory job performance in each category.)

Education and Experience:

• 2-4 years related experience and/or training, or equivalent combination of education and experience.
• Knowledge of vehicle products and warranties.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of various organizations.
• Ability to calculate figures and amounts such as discounts.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Preferred Education and Experience:

• High School Diploma or equivalent
• 2-3 years’ experience of customer service and/or service advisor in the transportation field.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Note: The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.