Service Advisor I

A-Z Bus Sales Inc•Colton, CA

48d•Onsite

About The Position

The Service Advisor is the liaison between the customer, internal sales or retail, and A-Z Bus Sales, Inc. They are responsible for the coordination of the vehicles repair or production throughout the bus repair or production process, key to key. The Service Advisor also generates service repair orders by ascertaining service requests and performance problems; verifies warranty and performs service contract coverage; inspects vehicles, writes repair orders; and maintains customer rapport and records. The Service Advisor also reviews jobs when they are complete and closes jobs and is responsible for the Work In Progress (WIP) for their particular assigned customers. The Service Advisor must maintain a high level of customer satisfaction and enhance A-Z Bus Sales ability to maximize net profit.

Requirements

2-4 years related experience and/or training, or equivalent combination of education and experience.
Knowledge of vehicle products and warranties.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of various organizations.
Ability to calculate figures and amounts such as discounts.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
ASE S1 – Basics in School Bus Safety (with 90 days of hire)

Nice To Haves

High School Diploma or equivalent
2-3 years’ experience of customer service and/or service advisor in the transportation field.
NetSuite Training.
Smart Sheet Training.
Desk Pro Training.
Warranty Process Training.
Vehicle Technical Training as assigned.
Customer Service Training
PDI Training.
MAP Training (Paycor)

Responsibilities

Receives customers, checks in vehicles upon arrival to the Service department.
Ascertains vehicle problems and services by listening to customer’s description of symptoms.
Clarifies description of problems.
Conducts inspections of vehicle, including QC, diagnosis.
Proactively checks for recalls.
Manages and submits documentation (including photos) for warranty repair orders.
Manages customer approvals and expectations, including warranty and internal repairs, modifications, etc. on a bus to bus, customer to customer basis.
Establishes good customer relations by providing estimates and timelines.
Responsible for warranty and service contract coverage and compliance by following company policy and procedures as well as factory guidelines for specific products.
Explains provisions and exclusions for work performed, including warranty.
Manages repair orders by using the “three C system” to describe the defects and repairs in detail in RO System.
Obtains approvals for all work performed.
Monitors unit’s status to ensure vehicle will be ready when promised.
Reviews jobs when completed. Assures that all work performed meets A-Z Bus Sales quality standards.
Arranges payment for work performed.
Works with Assistant Service Manager to arrange repairs on the road or for emergency repairs.
Coordinate’s pick-up and delivery of vehicles with Assistant Service Manager and Dispatcher
Works with Assistant Service Manager to schedule repairs, changes, modifications, and installations for internal and external customers.
Works with sales staff using internal work request system to coordinate installations, repairs, modifications to buses that are ordered from the factory for delivery to end use customer.
Updates repair orders as required with parts, labor, repair descriptions, coding, etc.
Closes internal and warranty work RO’s within 48 hours of bus delivery.
RO’s to be closed at immediate completion of vehicle/unit/bus.
Conform with and abide by all regulations, policies, work procedures and instructions.
Conform to all safety rules and use all appropriate safety equipment.
All other duties assigned.