Service Advisor

2 weeks ago

Calgary, Canada Glover International Trucks Ltd Full time

The Service Advisor is the main contact for our service customers and they are the face of the dealership. The Service Advisor must have excellent customer service and organizational skills as they are responsible for the booking, receipt and flow of all incoming work, communicating with customers and with all other internal departments specifically the following:
**INITIAL CONTACT**
- Greet customers in a timely, friendly manner and obtain all specific vehicle / customer information required for proper repairs, contacting customer and invoicing.
- Write up customers’ vehicle issues and concerns or maintenance requirements accurately and clearly.
- Prepare repair estimates and obtain manager approval prior to supplying to customer.
- Establish customers’ method of payment, Purchase Order requirements and estimate requirements if needed at time of write up. If work order is CHARGE, determine credit limit and receive credit authorization (if required).
- Ensure vehicles are parked in assigned area, trucks are locked and keys are tagged and properly stored.
- Utilize Service Information at the time of write up to print off documents, check for recalls and Authorized Field Changes (AFC). Keep files on all recalls and authorized field changes. Check for vendor or extended warranties and warranty start dates.
- 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. Keep up to date on all warranty policies and product changes to maintain effectiveness in this role.

**DURING REPAIR**
- Investigate progress of vehicle repairs and contact customer with status changes / promised delivery time if required. Communicate to customers any additional required repairs needed.
- Explain completed work and charges to the customer.

**AFTER REPAIR COMPLETE**
- Obtain customer signature on the repair order and provide customer a copy of the repair order. Ensure all customer invoices are authorized by the Credit Manager and signed by the customer before the unit leaves the dealership.
- Ensure all warranty repair orders are signed in and out before unit leaves the dealership.
- Keep track of all new truck rig-up work orders and communicate to the sales department on progress.
- Enter information from PDI sheets into computer system i.e. Serial numbers, etc.
- Follow all policies and procedures as outlined by management.
- General office duties as required in service office:

- Assist with processing of warranty claims
- Assist with telephone answering and directing calls
- File service department work order, invoices, PDI sheets and supplier bulletins etc.
- Open and close repair orders as required
- Previous experience in the Medium / Heavy Duty truck or automotive industry.
- High degree of product and technical knowledge.
- Must be a team player with a strong sense of commitment to the customer.
- Must be self-motivated and have good written and verbal communication skills.
- Must conduct his / her self in a professional manner.
- Have the ability to work other shifts for coverage of sick days or vacation relief.
- Have the ability to deal with large volumes of work and stressful situations.
- CDK / ADP accounting experience.
- Good organizational skills.
- Working knowledge of International and supplier / vendors warranty policies.
- Possess valid Class 3 Driver’s License.
- The knowledge and understanding to communicate service maintenance requirements i.e. Oil change interval, axle lube changes, required adjustments etc.

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