Service Advisor

Model1 Commercial Vehicles, Inc.•Brook, IN

21d•$19 - $30

About The Position

Job Summary: The Service Advisor is responsible for managing and maintaining all work orders in the Retail, warranty, and Internal, service departments. Position will oversee all service operations from Exede and advise as needed. Also responsible for distributing jobs to internal service writer, as well as overseeing the Retail department and assisting when needed. Must have extensive knowledge of Model 1 customer base and be able to identify specific needs of individual customers. This person shall be the main line of communication to salesmen regarding progress on deals. Position will also assist on warranty claims and assure all claims are processed properly, and assist when needed. Must be aware of service department policies and procedures, along with the correct procedure to open and close retail work orders. This position works under minimal supervision.

Requirements

High School Diploma or equivalent and five years of service office experience
A passing grade on the ASE C1R test
Four (4) or more years’ work experience specifically related to service writing/warranty or customer service
Willingness and ability to work as a team player
Strong verbal and written communication skills
Strong Interpersonal skills
General knowledge of office practices and procedures
Self-starter, highly motivated and exhibits great initiative
Computer skills (Word, Excel)
Good typing skills

Responsibilities

Manage day to day work flow in Excede for Internal,and Retail departments
Assign service writers work orders as needed
Assist Service writers with warranty claims and confirming who will pay for repair
Scan through work orders for “red flags” and assist service writers as needed
Review work orders and make sure they are in the correct status
Work with operations manager and maintain an accurate production schedule
Provide additional training to service writers as needed
Coordinate and manage work orders for all special projects
Attend all Production and BFO (Big Fleet Order) meetings
Effectively communicate with customers to provide updates on all escalated concerns and projects
Assist with managing overall workload for the service writers
Handle all overload work orders from other service writers
Must maintain positive working relationship with vendors, customers, and Work with manufacturers and warranty department to coordinate replacement part orders for timely receipt
Must have an understanding of what work orders the service writers are working on and fill in when needed
Hold service writers accountable for securing a pay type before work is complete
Complete a high closure rate on service tickets in System
Communicate all aspects of warranty issues with manufacturers to expedite approvals
Interpret technical instructions to reach a favorable outcome
Obtain prior approvals for all warranty claims with various
Maintain open communication with all repair facilities, obtaining estimates for needed repairs and providing pre-approvals to vendors
Aid in development and implementation of processes geared toward improved success of the warranty department
Effectively resolve escalated customer concerns
Challenge manufacturers for mutually favorable and fair decision making as required
Assist in training others
All other duties as assigned