Service Advisor

Dobbs Peterbilt•Union Gap, WA

43d•$19 - $30

About The Position

The Service Advisor initiates and processes requests for repair services and provides administrative support to the Service Department. The role involves gathering customer concerns, inspecting vehicles, performing basic diagnostics, advising customers about maintenance, creating and managing repair orders, coordinating promised completion times with the foreman, and keeping customers informed as repairs progress. The position also follows company policies and shared expectations for communication, teamwork, continuous improvement, and support of company goals. The job requires regular use of hands, reaching, and talking or hearing; frequent standing, walking, climbing or balancing, and bending or kneeling; and occasional lifting or moving of up to 50 pounds. The employee may occasionally encounter moving mechanical parts, electrical-shock risk, wet or humid conditions, extreme heat, vibration, fumes or airborne particles, hazardous chemicals, and outdoor weather. Noise is occasionally loud. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Must be at least 18 years of age.
Ability to understand, remember, and apply oral and written instructions and information.
Ability to organize and prioritize work on a short-term basis (more than one month).
Ability to make decisions with significant impact on department credibility, operations, and services.
Ability to communicate effectively by phone.
Ability to compute, analyze, and interpret numerical data for reporting.
Ability to calculate figures, write detailed work orders, and speak effectively before groups.
Strong organizational, customer-service, and communication skills.
Ability to meet the physical demands described, including occasionally lifting or moving up to 50 pounds, with reasonable accommodations where applicable.

Nice To Haves

High school graduate, GED, or one year of work experience.
Commitment and desire to learn the medium- and heavy-duty truck repair trade.
Intermediate knowledge of Microsoft Excel, Word, and Outlook.
Dependable team player with a positive attitude.

Responsibilities

Collect details about customer complaints and expectations.
Perform vehicle walk-around inspections and verify vehicle information.
Perform on-the-spot vehicle diagnostics, review service history, and recommend additional service as needed.
Advise customers on vehicle care and the value of maintenance in accordance with manufacturer specifications.
Accurately document customer vehicle problems in Decisiv, verify customer information, and obtain customer signatures.
Set promised service times based on shop workflow and communicate with the foreman.
Establish the customer's payment method and obtain credit approval when necessary.
Create repair orders in the business system, create repair-order files, and secure signed Decisiv documents in standardized repair-order jackets.
Monitor repair progress throughout the day.
Contact customers about changes to estimates or promised times, explain cost and time requirements, and obtain authorization before additional repairs.
Contribute to a trusting and respectful work environment and discuss performance objectives and departmental goals regularly with a manager.
Suggest ways to improve work efficiency and support continuous improvement and company growth.
Mentor others, give credit where due, follow company policies and conduct standards, support management decisions, remain receptive to new ideas, and make decisions in the Company's best interests.