Service Advisor, Leasing

TEC Equipment, Inc. • Oakland, CA

60d • $29 - $36 • Onsite

About The Position

The Service Advisor is responsible for aggregating maintenance and repair work orders and communicating the priority of each work order to the Service Supervisor / Foreman, ultimately contributing to the efficiency of the shop workflow. As a front-facing contact to the customer, the person in this position plays in influential role in the customer experience for service and rental departments. The person in this position quickly builds rapport and accurately captures detailed information from customers, rental, sales, and drivers to schedule repairs, inspections, maintenance in the shop and outside vendors. They assist the Service Supervisor/Service Foreman in maintaining the flow of shop activity and communicate unforeseen bottlenecks or barriers to productivity. The Service Advisor can quickly adapt to shifting priorities balancing the needs of multiple customers, rental, outside vendor, sales reps and managers. They manage the work orders, scheduling of maintenance, triage breakdowns, rental check in/out, quality checks, inspections, and ensure work orders are opened, updated and closed in a timely fashion and communicate work order issues to the Service Manager. Maintain vehicles in accordance with the local, state and federal regulations, including Licensing and vehicle related technology. The Service Advisor also procures and processes parts and shop payables through the A/P department and maintains a healthy inventory.
The person in this position must embody company values: Teamwork, Entrepreneurship, and Customer Focus and be committed to providing a high level of support to all customers, delivering on TEC Equipment’s Customer Commitment – to be recognized by customers as their Best Business Partner.

Requirements

• High school diploma or equivalent.
• Experience in customer-facing role
• Experience in Service Advisor role in auto or trucking industry preferred
• General knowledge of truck repair terminology
• Understanding of work order documentation and processes
• Intermediate knowledge of basic software and applications including Windows, Microsoft Office Suite, etc., and ability to learn new computer programs quickly
• Exceptional customer service skills and ability to effectively communicate with a variety of personalities and customer situations
• Strong attention to detail and documentation skills
• Ability to succeed in a fast-paced environment; Strong organizational and active listening skills
• Ability to act as a team player and maintain internal and external relationships
• Ability to adhere to branch’s standard operating procedures and safety guidelines

Nice To Haves

• Experience in Service Advisor role in auto or trucking industry preferred

Responsibilities

• Inspire Customer Satisfaction and Loyalty
• Support prompt, high quality repairs for our portfolio of rental, lease, and contract maintenance vehicles through a variety of activities.
• Accurately record and communicate customer requested return date.
• Frequently and accurately communicate with customers throughout the scheduling processes, including the initial request, appropriate updates on repair progress, and scheduling completed repair pickups.
• Greet all customers and employees in welcoming manner. Maintain appropriate eye contact, tone of voice, and enthusiasm level to demonstrate a genuine interest in providing help. Is polite and communicates frequently to ensure the customers’ needs are met.
• When a customer request cannot be met, offers viable alternatives to solving the request. Communicates limitations openly so the customer can plan accordingly and refrains from exposing customers to internal issues that prevent immediate resolution to the requests.
• Assist in Maximizing Shop Throughput
• Assist Service Manager and Service Supervisor in optimizing day to day operations of shop floor.
• On a daily basis, communicate successes and setbacks in customer need times to the service manager.
• Work closely with the parts division to accurately receive parts in a timely fashion
• Accurately process purchase orders, receives inventory and attaches parts to each work order.
• Accurately procure and classify shop supplies and maintain and heathy inventory for cycle counting.
• Manage and Process the Documentation of Shop Activities
• Ensure all warranty opportunities are captured, parts reconciled and submitted for each work order claim.
• Open, update and close all work orders for each repair. Responsible for review and initial approval of the 3 C’s of a every work order; complaint, cause, and correction.
• Processes all vendor payables and sublet purchase orders through the A/P department
• Assist with compliance in accordance with the local, state and federal regulations, including Licensing and vehicle related technology.
• Utilize a system of case management to accurately and proactively schedule, communicate and process repair and maintenance.
• Assist the rental department in quality check inspections, Check in/ Out, and regulatory documents.

Benefits

• Choice of two comprehensive medical plan options that include prescription drug coverage
• Choice of two dental plans that cover preventative and diagnostic care, basic and major services, and orthodontia for children
• Vision care, discounted hearing exams, and hearing aids
• 401(k) retirement savings plan with company contribution
• Life, accident, and disability insurance
• Employee Assistance Program (EAP)
• Education assistance
• Seven paid holidays, vacation accrual of at least 48 hours per year, and paid sick

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED