Service Advisor

**The Opportunity**

This position is responsible for providing front-line service and support to customers, technicians, and management. Schedules preventive maintenance service & emergency callouts for the Field Service Technicians. Acts as liaison between customers and appropriate staff in the Branch. Assists the service supervisor with customer service and helps with the management of employee schedules.

**The Role**
- Builds and maintains strong customer relations including interacting directly with customers, booking appointments, obtaining purchase orders, and handling customer issues and inquiries.
- Addresses and resolves customers issues and complaints or moves up to management.
- Writes and presents Internal Service reports for customer activity and complaints.
- Completes Quotes, ISO documentation as required per each service job.
- Follows-up on warranty documents and RMA with customers and manufactures.
- Consults with the service department in order to establish appropriate timelines for customers’ repairs and schedule repairs accordingly.
- Schedules maintenance work, emergency callouts and quoted work.
- Order parts for scheduled work and order parts required for any callouts.
- Reviews daily all technician timecards, enters hours worked in UltiPro & forwards to Service Administrator to enter in work orders.
- Reviews handwritten service reports for completeness and forwards to Service Admin.
- Reviews work deficiencies for completeness and gives them to ISR for quoting.
- Sends in Wear check samples to lab.
- Manages the work order process including opening work orders, reviewing work order information, forwarding work orders to the appropriate staff, modifying and revising work orders as required, and reviewing completed work orders for accuracy and consistency.
- Conducts follow up with customers who have been provided with repair quotations and who did not schedule approval of the repair.
- Ensures open lines of communication are maintained between the customer and service department throughout the work order process and between all departments for each service project by information sharing. Primary contact for incoming calls.
- Promotes and ensures that EH&S standards are followed.

**Education**: College Diploma in Business Administration or Electro-Mechanical Trade School Certification

**Work Experience**: 3-5 years previous industry experience

**Knowledge**:Knowledge of Gensets, electrical and mechanical fields required. Strong working knowledge of Microsoft Office.

**The Company**

Since 1858, Wajax has been a leading industrial products and solutions provider continually innovating to serve Canadian industry coast-to-coast. We work in an extensive range of industries and core sectors of the Canadian economy including energy and renewables, food and beverage, construction, industrial/commercial, transportation, forestry, mining, metal processing, and oil and gas - to name a few. Everything we do is powered by people passionate about making a difference and who are dedicated to driving Canadian industry forward. People who provide the experience and expertise that support the industries that build our cities, power our businesses, put a roof over our heads and food on our tables.

Wajax offers a total compensation package that includes competitive pay, comprehensive benefits, learning and development, as well as some unique additional “perks.”

Highlights include:

- 100% employer paid medical and dental benefits with no waiting period for eligibility.
- Wajax led e-learning, and product training through industry leading manufacturers.
- Exclusive discounts with a variety of manufacturers and service providers such as Ford, GM, Chrysler, Dell, TELUS, a group mortgage, home & auto insurance program and more.

By working with Wajax, you become part of an inclusive and diverse team that is dedicated to innovation and teamwork. We are committed to employing a workforce that is representative of the diverse communities across Canada in which we do business. As an equal opportunity employer, please inform us if any accommodation is required if contacted for an interview.

**\\ Together we get more done.