Service Advisor

CSM COMPANIES INC GROUP•Oak Creek, WI

20d

About The Position

The Service Advisor at Wisconsin Kenworth in Milwaukee serves as the liaison between customers and technicians when service is needed. The role sells and schedules service work on commercial trucks and equipment for the dealership service department. The Service Advisor opens and closes work orders, documents customer concerns, prepares repair estimates and quotes, explains payment requirements, recommends additional service, and coordinates repairs with shop foremen. The position also requires professional customer communication, familiarity with OEM and vendor warranties, and completion of duties in accordance with company Standard Operating Procedures. Additional duties may be assigned by the Service Manager or as needed. Duties and responsibilities may change at any time with or without notice. The work environment may include 8–12-hour days, frequent exposure to weather, vehicle and tool noise, and hazardous materials such as fuel, oil, grease, and cleaning solutions. The role requires regularly sitting, standing, bending, kneeling, stooping, and lifting or moving up to 75 pounds.

Requirements

Ability to sell service work.
Ability to remain professional while multitasking in a fast-paced work environment.
Ability to provide high-quality customer service when handling difficult customers in a variety of situations.
Excellent writing and communication skills.
Proficiency with industry technology and computers.
Ability to communicate in spoken English well enough to be understood by others.
Ability to sit, stand, bend, kneel, stoop, and lift or move up to 75 pounds on a regular basis.
Ability to work 8–12-hour days in an environment with frequent exposure to weather conditions, vehicle and tool noise, and hazardous materials including fuel, oil, grease, and cleaning solutions.

Responsibilities

Create a positive initial contact with service customers.
Handle service phone calls professionally and promptly.
Review truck inspections and estimates, and recommend appropriate maintenance, repairs, and care.
Provide complete and accurate written estimates for labor and parts.
Work with shop foremen to schedule service repairs.
Open work orders and accurately document customers’ service problems and requests.
Determine the method of payment and explain payment requirements before work begins.
Prepare and present repair quotes through effective communication about job orders.
Recommend additional service work as needed.
Maintain knowledge of OEM and vendor warranties.
Close repair orders.
Perform required tasks in accordance with company Standard Operating Procedures.
Perform additional duties as required by the Service Manager and other duties as assigned.