Service Writer/Advisor- Dealer Uptime Advocate

Dealer Uptime Advocate

Hill International Trucks, the tri-state areas leading medium- and heavy-duty truck and trailer dealership, is currently seeking a Dealer Uptime Advocate. The Dealer Uptime Advocate will serve as main point of contact to schedule customer's vehicle(s) in for PMs and outstanding Recalls and Campaigns. Proactively monitors On Command Connection for active faults and provides insights, recommendations, and scheduling options to customer to make informed decisions regarding next steps.

SCHEDULE: M-F, 8am-5pm w/ some O/T required.

Responsibilities:

• Proactively monitors On Command Connection for active faults and provides insights, recommendations, and scheduling options to customer to make informed decisions regarding next steps.
• The Dealer Uptime Advocate will serve as main point of contact to schedule customer's vehicle(s) in for PMs and outstanding Recalls and Campaigns.
• Once units are in service, whether scheduled or unscheduled, the Dealer Uptime Advocate serves as the main contact with customer and servicing dealer through service event.
• Monitors and manages a high volume of communications between the servicing dealer's service department, the customer, and the selling dealer regarding service events.
• Assist in ensuring the servicing dealer is updating the customer with status of each repair, and the estimated time to the next repair milestone. When a repair is not meeting a customer's expectations, the Dealer Uptime Advocate communicates with servicing dealer's management to seek clarification and assists with moving repairs forward.
• The Dealer Uptime Advocate will also leverage multiple posted Standard Operating Procedures to ensure all potential escalations have been performed to ensure Uptime and to provide a consistent experience across the dealer network.

Characteristics/Scope:

• Has developed specialized skills or is multi-skilled though job-related training and on-the job experience, completing assigned tasks in resourceful and effective ways.
• Fully proficient applying established standards and works independently, performing assignments that require considerable judgment and initiative.
• Understands implications of work, identifies key issues, and makes recommendations for solutions. Identifies key issues and patterns from partial/conflicting data.
• Takes a broad perspective to problems and spots new, less obvious solutions.
• Completes work with a limited degree of supervision.
• Determines methods and procedures on new assignments.

BENEFITS:

• Pay Range: $18.00-$20.00 per hour (Based on Experience)
• 401K with 4% company match
• Paid time off for vacations and holidays
• 6 paid holidays annually
• Medical, dental, vision and prescription drug coverage
• Life, AD&D and short-term disability insurance
• Opportunities for advancement

Requirements:

• Strong attention to detail, especially regarding time management and organization.
• Must be proficient in Microsoft Office products and Windows-based computer systems.
• Basic computer skills with a focus on Microsoft Excel, Web based applications.
• Both mechanical and technical acumen, with a minimum 1 year in a related field, either as a service advisor or writer preferred.
• Strong communication and interpersonal skills to work with other departments and supervisors.
• Excellent verbal and written communication are required.
• The ability to prepare project documentation; including but not limited to PowerPoint, Microsoft Excel Reports.
• Preferred experience with On Command Connection and International I360.
• High School Diploma required.
• Valid Driver's License with clean driving record required.
• Ability to pass a background check required.
• Ability to pass a drug test required.

DESIRED REQUIREMENTS:

• Advanced knowledge of On Command Connection and International I360
• Experience and knowledge in working with Sales, Marketing, Parts and Service Departments in a heavy-duty truck dealership.

Hill International Trucks (Or Other Entity Ford/Modern) is an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. All qualified applicants will receive consideration for employment without regard to these factors.