Service Writer/advisor

5 months ago

Lethbridge, Canada PARTS FOR TRUCKS Full time

_**Fleet Brake Parts and Service ( a division of Parts for Trucks) **_is one of North America’s fastest-growing and largest independent distributors and marketers of heavy-duty parts and services. We have 14 locations spread from British Columbia to the Atlantic and have a proven track record. Our organization is powered by effective leadership, progressive strategies, and industry-leading best practices. More importantly, Fleet Brake is driven by talented, customer-focused people who value strong work ethics, innovation, and quality.

We are currently looking for an experienced, ambitious, and self-driven **SERVICE** **WRITERADVISOR ** in our Calgary, Alberta location who puts quality and customers first. Being a team player and working with others will be the key to your success with Fleet Brake.

Please note: Remuneration dependent on experience
- **Fleet Brake offers**_

Competitive wages

Excellent Benefit Package

Retirement Pension Plan

Boot Allowance

In house training from leading suppliers

Opportunity for growth

Safe work environment

On-call incentive

Education Assistance Program
- **Key Responsibilities**_

1. Service Writing & Parts
- Document mechanical problems and services by listening to customer’s descriptions of symptoms; clarifying descriptions of problems; conducting visual inspections; checking vehicle maintenance records; examining service schedules
- Develop estimates by costing materials, supplies, and labor; calculating customer’s payment including deductibles
- Prepare repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures.
- Have customer sign RO which details phone numbers, contacts, unit info, safety concerns, finish times, customer requests, ROI must be signed
- Update repair orders - jobs, comments, details, mechanic notes, unit info, parts history details
- Finish repair orders - comments, details, mechanic notes, labor adjustments, CVIP paperwork
- Pre-order and pull parts for repair jobs in the shop & outside waiting before being required if possible. Help techs out in the shop don’t wait for them to walk up to the counter
- Return cores and /or wrong parts within 24 hrs.

2. Billing
- Bill parts to repair orders (inventory) as soon as taken out to the shop including the parts taken sheets
- Bill parts to repair orders (non-inventory) as soon as they come into the building
- Repair order billing (Shop, Goliath, Service Trucks)-within 24 hrs. maximum
- Issue computer-generated purchase orders for all non-inventory parts, and check outstanding purchase orders weekly. Follow up on outstanding orders with vendors
- Finish billing repair orders within 24 hrs. of completion at the latest

3. Follow Up
- Communicate with customers regarding updates, special order parts, delays, extra costs, and completion dates. Customers must be advised within 1hr of the units being completed-document in the customer logbook
- Document all updates, special-order parts, and communications on repair orders and in the service department logbook
- Communicate with parts dept. for parts pick up-document as required.
- Communicate with service parts driver for parts pick up when available
- Communicate with service team (including foremen and management)
- Communicate with team members before leaving your shift

4. Customer Service
- Resolve customer complaints within 24 hrs. Escalated complaints are to be submitted to the manager with supporting documentation immediately
- Answer phone calls quickly, book repair work with appropriate info (check with foremen/manager if unsure), and help customers with informed answers & forward calls to appropriate personnel for technical questions.
- Acknowledge & help customers at the service counter immediately.
- Acknowledge & help mechanics at the back counter including service truck techs
- Maintain one person in the service department at all times (Foreman/Manager not included)
- Help parts department with calls when required
- Change shifts to cover employee vacation as required

5. Health & Safety
- Follow published company policy & safety manual
- Maintain a clean and well-organized service department
- Wear appropriate PPE in the shop area. Accompany customers in the shop with mandatory PPE (no customers allowed in the shop area without an escort)
- Report deficiencies in the shop, service dept. and service vehicles in writing to foremen/manager
- Do not operate any equipment that you are not trained for

6. Others
- Conduct weekly shop consumable check/order (welding & shop supply)
- Conduct weekly shop inventory check/order (bulk oils, coolant, ATF, hardware)
- Any other duties assigned by the supervisor not far outside my expertise and training
- **Qualifications**:_
- High school diploma or the equivalent
- Health and Safety experience in a asset but not required.
- Ability to read and comprehend instructions and information
- Basic computer skills

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