Service Advisor

Thompson Truck Group•Knoxville, TN

1d•Onsite

About The Position

We are adding to our team in Knoxville, TN! If you’re looking for more than just a job—you’ve found it. At Thompson Truck Group, we’re a powerhouse in the commercial truck dealership industry with community roots and a workplace culture that truly feels like family. Our people are the heart of our success, and we’re committed to helping every team member grow, thrive, and make an impact. Here, you’ll be supported by the Thompson Advantage—the tools, training, and opportunities you need to reach your full potential. Guided by our core values of Humility, Persistence, Respect, and Lasting Relationships, we deliver legendary customer experiences while fostering a positive, collaborative, and energizing place to work. If you want a career where you’re valued, encouraged, and empowered to succeed, this is where it begins. With opportunities in Chattanooga, Knoxville, Cookeville, and Bristol, VA, we have a place for you! The Knoxville team is currently seeking a Service Advisor to join our team. You will be the first point of contact for all our are Service business.

Requirements

High school diploma or general education degree (GED) and 3 years’ experience in Medium/Heavy Duty truck industry.
Valid Driver’s License – Commercial License preferred

Responsibilities

Responsible for the receipt and flow of all incoming work, communication with customers and constant communication with all other internal departments.
Greets customers in a timely, friendly manner, and obtain all specific vehicle / customer information required for proper repairs, contacting customer, and invoicing.
Prepares a repair order showing time, cost and labor estimates for service.
Writes a brief description of the customer's concern on the repair order to help the technician locate the problem.
Obtains customer signature on the repair order and provide customer a copy of the repair order.
Must be able to understand, communicate, and evaluate all vendors warranty guidelines, approval process, and policies during the write up and repair process.
Establishes customers’ method of payment, Purchase Order requirements, and estimate requirements if needed at time of write up.
Investigates process of vehicle repairs and contact customer with status changes / promise time if required.
Ensures vehicles are parked in assigned areas, trucks are locked, and keys are tagged and properly stored.
Explains complete work and charges to the customer.
Handles customer complaints.
Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate.
Keeps up to date on all warranty policies and product changes to maintain effectiveness in this role.
Has the ability to utilize ISIS at the time of write up.
Maintains a professional appearance.
Keeps work area clean.