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Service Advisor

Full Time
13 hours ago
  • Reference ID:01922
  • Post Date:March 26, 2021
  • Location:Prince George
  • Job Type:Full Time
  • Department:Service
  • Openings:1
  • Summary:
    The Service Advisor will be responsible for service check-ins, scheduling, estimating, selling, updating, and following up with customers during the entire service process. Further responsibilities include advising customers on proper Equipment care and reviewing final repairs performed.

    • Greets and welcomes customer at their unit in a timely manner
    • Takes the designated phone, window tag, seat and window covers needed during the check-in process
    • Completes walk-around inspection and takes pictures of the unit using the service phone (4 or more if necessary)
    • Refers to service history, inspects vehicle/equipment, and recommends additional needed service including checking for any outstanding recall notices
    • If necessary, arranges for the Lead Hand to test drive the vehicle with the customer to confirm the problem, or refers to the test technician
    • Writes up customer's vehicle/equipment problems accurately and clearly on repair order
    • Sets expectation with the customer (what to expect next) - inputs information into Decisiv
    • Consults with Foreman or skilled personnel for Advanced Diagnostic/Advance Repairs (AD/AR)
    • Writes Quick Repairs (4 hours or less) or Triage Repair (2 hours or less)
    • Notifies dispatcher of incoming work
    • Coordinates with parts department to order needed parts
    • Sets expectation with the customer (what to expect next)
    • Continues to monitor case and provides customer updates in accordance with SOP Guidelines - inputs information into Decisiv
    • Makes additions to Triage, Quick Repair or AD/AR (requires coordinating with the parts department and accounting for any additional fees)
    • Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed
    • Verifies accuracy of repairs and documents as outlined in SOP (stories, tags, pricing, parts, sublets, line items and QC's performed)
    • Reviews repair orders for purchase order, mileage, coding, etc to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate or as instructed
    • Explains completed work and all charges to customer
    • Obtains customer's signature on repair order; provides customer with a copy, walks customer out to their unit, performs final walk-around, removes window tag, floor and seat covers and delivers keys to customers

    General Duties
    • Advises customers on the care of their vehicles/equipment and the value of maintaining them in accordance with manufacturers' specifications
    • Maintains strong working knowledge of warranty parameters for KW chassis (re: trucks) and the major component suppliers and advises customers accordingly
    • Ensures that vehicles/equipment are parked in assigned areas. Makes sure they are locked and all keys are marked and put away correctly
    • Keeps service department forms, menus and pricing guides up-to-date
    • Maintains high customer satisfaction standards
  • Requirements:
    • High school diploma or general education degree (GED) essential
    • Post-secondary diploma or trade certification preferred
    • Three years related experience and/or training
    • Basic computer skills, including spreadsheets and keyboarding
    • Must be able to lift a minimum of 25 kgs or 50 lbs on occasion.
    • Must be able to walk around shop floor/parts department and sit/stand at service counter.
    • Functions well with large volume and fast-paced work environment.
    • Ability to proactively problem-solve and think logically
    • Good verbal and strong written communication skills
    • Equipment experience
  • Additional Comments: Inland is an industry-leader in the heavy truck & equipment sales, service and parts marketplace. As a rapidly-growing company with over 1,300 employees across 35 locations in Canada and the United States, Inland offers exciting employment opportunities with competitive wages and an attractive benefits package. Only applicants selected for an interview will be contacted.
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