Service Writer

**Job Title: Service Advisor**

**Company: TransWestern Truck Centres: Calgary, Alberta**

**About TransWestern Trucks**: TransWestern Truck Centres is a leading heavy-duty **Mack** **Truck** dealership in Calgary, committed to providing exceptional sales, service, and parts support to the trucking industry. We pride ourselves on our dedication to customer satisfaction, reliable solutions, and a strong, supportive team environment.

**Position Summary**: The Service Advisor is a crucial front-line position at TransWestern Truck Centres, serving as the primary point of contact between our valued heavy truck customers and our skilled service technicians. This role requires a blend of technical understanding, strong communication, and exceptional customer service to ensure a smooth and positive experience for every client. The Service Advisor is responsible for accurately identifying customer needs, providing clear explanations of repairs, and ensuring all service work is completed efficiently and to the highest standards.

**Key Responsibilities**:

- **Customer Interaction**:

- Greet customers promptly and courteously upon arrival, establishing a welcoming and professional atmosphere.
- Actively listen to customer concerns regarding their heavy trucks, asking probing questions to fully understand issues and service needs.
- Conduct preliminary visual inspections or road tests (if applicable) to aid in diagnosis.
- Provide clear and concise explanations of recommended services, repairs, and associated costs to customers.
- Keep customers informed throughout the service process, providing regular updates on vehicle status, delays, and any additional required repairs.
- Address customer inquiries and resolve complaints professionally and efficiently, ensuring high levels of customer satisfaction.
- Explain completed work and charges on the invoice, processing payments and obtaining necessary signatures.
- Follow up with customers after service to ensure satisfaction and build lasting relationships.
- **Service Coordination & Administration**:

- Prepare accurate repair orders, detailing customer concerns and technician instructions, and ensuring all necessary information is captured.
- Generate precise estimates for parts, labor, and accessories, securing customer authorization for all work.
- Schedule service appointments, manage the workshop load, and prioritize repairs to optimize efficiency and minimize downtime for customers.
- Liaise effectively with the Shop Controller and technicians to ensure clear communication of customer needs and repair progress.
- Coordinate with the Parts Department to ensure timely availability of necessary parts for scheduled repairs.
- Maintain organized and accurate customer and vehicle service records using dealership management software.
- Answer incoming service calls and manage online inquiries.
- Promote and upsell additional services, preventative maintenance, and accessory sales to customers based on their vehicle's needs and manufacturer recommendations.
- **Dealership Operations**:

- Maintain a clean, organized, and safe service reception area.
- Adhere to all company policies, procedures, and safety regulations.
- Work collaboratively with other departments (sales, parts, etc.) to ensure a seamless customer experience.
- Continuously update product knowledge and industry trends, especially regarding heavy-duty trucks and diesel engines.

**Qualifications**:

- **Education & Experience**:

- High school diploma or equivalent required. Post-secondary education in automotive/heavy truck technology or a related field is an asset.
- Minimum of 2-3 years of experience as a Service Advisor, preferably in a heavy-duty truck dealership or a similar automotive service environment.
- Strong understanding of heavy-duty truck systems, diesel engines, drivetrains, and suspensions.
- **Skills & Abilities**:

- **Exceptional Communication Skills**: Fluent in English (written and verbal), with the ability to explain technical information clearly to non-technical individuals.
- **Customer Service Excellence**: Proven ability to build rapport, actively listen, and provide outstanding service.
- **Organizational and Multitasking Skills**: Ability to manage multiple priorities in a fast-paced environment with strong attention to detail.
- **Problem-Solving & Conflict Resolution**: Capable of identifying issues, offering solutions, and resolving customer concerns effectively.
- **Computer Proficiency**: Proficient in using dealership management systems.
- **Mechanical Aptitude**: A strong understanding of mechanical principles and truck diagnostics.
- **Team Player**: Ability to work effectively within a team environment and collaborate with colleagues.
- **Professionalism**: Maintain a professional appearance and demeanor at all times.
- **Requirements**:

- Valid Class 5 Driver's License with a clean driving record.
- Flexibility to work varying shifts, including some evenings and Sa