Customer Service Officers

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; 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.

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.

Conducts inspections of vehicle, including QC, diagnosis.

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.

Monitors unit’s status to ensure vehicle will be ready when promised.

Assures that all work performed meets A-Z Bus Sales quality

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.

Involved in recruiting, disciplinary, and development activities relating to the Service Department’s Team Members.

Key Performance Indicators:

All service orders closed 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)

Personal Effectiveness/Credibility.

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. and risk of electrical shock. This is a full-time position. Days and hours of work are Monday through Friday, 6 a.m. Evening and weekend work may be required as job duties demand.

Travel
This position requires frequent travel.

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)

3 - 5 years related experience and/or training; Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to speak effectively before groups of customers or employees of organization.

Ability to solve practical problems and deal with a variety of concrete variable in situations where only limited standardization exists. High School Diploma or equivalent

5+ years’ experience of customer service and/or service advisor in the transportation field.

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.

#J-18808-Ljbffr A-Z Bus Sales Inc.