Service Advisor

Present Benefits Include:

• Eligibility for overtime with management approval
• Paid holidays after 6 months of employment
• 1 week PTO time after 6 months of employment
• Optional Medical & Dental Benefits
• Optional 401(k) plan – quarterly based enrollment

As a Service Advisor, you will be responsible for handling customer repair quotes, scheduling shop repairs, and working with technicians on problem solving technical issues. You will be the first resource in technical questions from road and shop technicians for repair assistance. Prior history as a technician in this industry is a plus. Your strong work ethic, reliability and positive attitude will make you an asset to our entire organization. You will be supported by a strong management team that will help you achieve your goals. Excellence in this challenging and rewarding position paves the way for advancement opportunities. Primary Responsibilities:

• Works with the Service Manager to oversee the performance of shop employees to obtain efficiency on all work performed by the department.
• Meets with all shop staff members as needed to assign duties, review progress, set goals, address problems, and maintain communication within the departments.
• Creates and writes customer repair quotes, request parts pricing, determine labor time based on prior experience.
• Builds rapport with customers and acts in a professional manner at all times.
• Interfaces with customers on quoted repairs, answers any questions or concerns.
• Maintains inventory of all customer repairs awaiting approval.
• Follows up with customers that have not signed off on quoted repairs.
• Opens work orders, and schedules repairs with Service Coordinators or with trucking.
• Accurately closes and bills completed repair quote work orders.
• Ensures that all tasks eligible for a warranty are created and submitted accordingly.
• Maintains list of all shop quotes and repairs.
• Assigns work to shop technicians.
• Handles customer issues with a high sense of urgency.
• Keeps Management informed of customer concerns.
• Coordinates and schedules service vehicle repairs and PMs with technicians.
• Regularly promotes and sells service products to customers to help generate increased revenue.

Additional Responsibilities:

• Handles incoming service calls via phone and email.
• Provides real time updates to customers on expected service dates ETAs on returns, etc.
• Provides updates to customers on any changes related to scheduled technician work at the customer’s site.
• Utilizes a proactive approach to customer service, anticipating needs and potential issues; resolves customer complaints in a timely manner.
• Manages assigned technicians to ensure effective completion of day-to-day service operations.
• Coordinates technician schedules to align customer account needs and technician capabilities.
• Opens Work orders for technicians in timely fashion.
• Assists in setting technicians’ schedules by no later than 3 PM daily and informs scheduled customers.
• Assists in coding work orders with correct Unit ID, Make Model and Serial Numbers.
• Follows all special billing procedures for major accounts, including verifying correct POs are provided and entered into work orders, work is accepted through customer portals, and amounts match approved work.
• Manages overall job progress, ensuring field technicians are diagnosing problems within two hours of arrival at customer locations; makes recommendations for technicians to utilize the assistance of technical communicators in troubleshooting complex issues.
• Works with technicians to resolve problems making every effort to ensure he/she fully completes each job assigned.
• Establishes regular communication with account managers to resolve any ongoing issues with customers’ accounts.
• Works closely with the Parts Department to acquire correct parts and pricing and attached correct labor time to each repair.
• Assists in scheduling monthly preventive maintenance work to ensure maintenance completion rate goals are met.
• Assists in monitoring technicians’ time cards, maintaining accurate records for customer invoicing.
• Adjusts technician time cards in Tinnacity daily to correct and minimize non-billed or standby time.
• Reviews and submits technician payroll information to front office.
• Ensures technicians follow all work order procedures, keeping accurate time and parts on job, filling out PM checklists, obtaining customer signatures, closing out day, and completing jobs.
• Manages work in progress to ensure all work orders are completed in a timely manner.
• Approves, codes, and processes jobs to ensure labor and parts detail are complete and accurate; reviews parts and labor captured on jobs and ensures jobs are closed out with accurate information in the system.
• Produces both verbal and written quotes of repairs to be completed
• Reviews completed jobs, edits descriptions, hours, etc.
• Performs other duties of a similar nature as required.

Job Requirements:

• High School diploma or equivalent
• Prior history as a technician in the field is a plus
• Valid driver's license with acceptable driving record
• 1 – 2 years’ experience in a shop or service environment
• Basic computer skills (Word, Excel, Outlook)
• Attention to detail
• Ability to multi-task in a busy environment
• High sense of urgency with respect to customer service
• Superior customer service, teamwork, and verbal/written communication skills

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.