Service Advisor

Nors•Saint-Augustin, QC

39d•Onsite

About The Position

With a legacy of over 90 years, we continue to grow and strengthen our presence in the 7 countries where we operate, with more than 100 units and representation of leading brands in our business areas. Every day, we strive to meet market needs with excellent solutions, equipment, and services — and we believe we have the best talent to deliver on those expectations. Ready to take the next step in your career? Your new opportunity might be right here. We are looking for a Service Advisor to join our Service team in Saint-Augustin. Mission: As a Technical Advisor, you are a motivated team member who ensures that our customers' expectations are exceeded by accomplishing your responsibilities professionally and on time. You are responsible for ensuring, at all times, safe, efficient, organized, and professional management of the service department's operations.

Requirements

Post-secondary diploma in a general or related field.
Customer service experience.
Knowledge or experience in the mechanical field.
Sales experience.
Know, understand, and respect the legal requirements for occupational health and safety as provided by the Act respecting occupational health and safety (LSST) and applicable regulations.
Always apply the company's health and safety policies, procedures, and practices to ensure a safe work environment for oneself, colleagues, and customers.

Responsibilities

Support and coordinate all activities of the service department.
Propose solutions to improve and simplify internal processes related to the service department to optimize workshop operations and workflow.
Ensure prompt and compliant processing of all documentation from the service department, including ensuring the required purchase orders (PO) are obtained.
Develop operational excellence in all service sectors to ensure smooth operations and resolve problems in collaboration with the service and parts departments.
Accompany, coach, and motivate service employees, both in the workshop and in the field, to maintain a positive work environment and resolve operational issues (maintenance logs, workshop organization, etc.).
Implement internal processes to ensure efficient and rapid processing of service department documentation.
Establish procedures for workshop and field activities to ensure quality of work, customer satisfaction, and operational efficiency, including:
preparing work orders;
ensuring follow-up of payments and billing;
handling billing disputes;
promoting rapid deployment of technicians in the field.
Organize dispatch activities to ensure a rapid response to customer requests and efficient call management, minimizing equipment downtime.
Ensure that workshop and field service technicians have the necessary tools and equipment to improve response times and customer satisfaction.
Provide regular reports to management to improve communication and ensure follow-up of the service department's daily operations.
Ensure the health and safety of all service department employees by ensuring compliance with current policies and procedures.
Supervise the service department's processes and resources to ensure adequate work distribution and optimal use of staff.
Manage the department's tracking and reporting systems, including entering and tracking hours worked, operational information, and data necessary for daily management.