Mobile Service Support Administrator

Altruck International Truck Centres is currently seeking a **Mobile Service Support Administrator **for our **Guelph **location. Summary: The Mobile Service Support Administrator assists in monitoring customer units for maintenance items and helping to prevent breakdowns by identifying and scheduling their vehicle service needs. The Mobile Service Support Administrator will coordinate with our Mobile Technicians to repair vehicles on or off site as customers require. Job Duties: - Project a positive attitude for the benefit of our customers and fellow employees. - Read, understand, and adhere to all rules, regulations and procedures as required by Altruck International Truck Centres. - Obey the law at all times. - Ensure that all work performed is thorough, accurate, and completed in a timely fashion. - Work effectively without supervision. - Maintain satisfactory attendance and punctuality. - Attend factory-sponsored training classes as scheduled by management. - Attend dealer-specified training courses as scheduled by management. - Perform "e-learn" courses as scheduled by management, whether at work or at home via the internet, in a timely fashion, or by when assigned by. - Responsible to assist with all incoming work, communication with customers and constant communication with all other internal departments. - Greet customers in a timely, friendly manner and obtain all specific vehicle/customer information required for proper repairs, contacting customer and invoicing. - Coordinate with outside vendors for remote repairs on internal and customer vehicles. - Write up customers’ vehicle issues and concerns or maintenance requirements accurately and clearly. - Obtain customer signature/authorization on the repair order and provide customer a copy of the repair order. - Must be able to understand, communicate, and evaluate all vendors and International Warranty guidelines, approval processes and policies during the write up and repair process. - Establish customers’ method of payment, Purchase Order requirements and estimate requirements if needed at time of write up. If cash, ensure arrangements are made to collect, before vehicle leaves. - Investigate progress of vehicle repairs and contact customer with status changes / promise time if required. - Explain completed work and charges to the customer. - Keep up to date on all warranty policies and product changes to maintain effectiveness in this role. - Communicate service maintenance requirements (i.e., oil change interval, axle lube changes, required adjustments, etc.) - Review service portal on every Repair Order written, print a copy of service portal summery and permanently attach to the hardback. Look for Warranties, recalls and field changes and advise customer. - When opening a repair order, follow all procedures in the "Procedures for opening and maintaining R.O.'s" as per attached. - Review service history of vehicle, reviewing repeat complaints and/or possible warranties. - Assign/schedule work for the Mobile Technicians. - Will advise customer of any "Repair Type" that will take in excess of 10 hours. - Schedule service appointment requests and establishes "promised time". - Informs Mobile Technician of ''promised times" on each repair order. - Order parts for scheduled appointments, as required. - Ensure proper shop procedures are being followed. - Ensure customer charges are competitive and reasonable. - Ensures Repair Order has correct repair types and information is complete for processing, whether internal, Cash, Warranty or on Account. - Provides a complete and accurate written cost estimate for labor and parts when required - If a "rough price" is given to a customer, it shall be documented. If, as work is commencing, it is insufficient or incorrect, we will advise customer immediately before continuing, until authorization is given. - Advise customers of recommended maintenance according to manufacturer’s specifications. - Corroborate with Mobile Service Coordinator on Mobile technicians' diagnoses/suggestions for maintenance. - Advise customers of any additional work required for approval, prior to commencing. - Prioritize suggested repairs based on their urgency. - Ensure that all work suggested is in the customer's best Interest. - Inform customer when vehicle is ready to be picked up. - Follow '"Complaint, Cause, Correction" policy when writing RO's and creating invoices/warranty claims. - Participates in Service Marketing programs. - Leave detailed notes for next shift; to advise current situations with customer vehicles and promises made that the next shift must follow up with. - Ensure the technicians clean their bay and work area after repair. - Keeps work area neat and tidy. - Is responsible for accountability for RIO and documentation to Customers, as well as internal, warranties, etc. - Keeps service Department forms, menus, and pricing guides up to date. - Is involved with a Quality Control Process to avoid comebac