Service Advisor

Midwest Peterbilt Group•Council Bluffs, IA

1d•Onsite

About The Position

The Service Department is an integral part of this Company’s success. The Service Advisor is the link between the customer and the Service Department. The Service Advisor is responsible for accurately documenting the customer’s service needs and recommending related and/or overlooked repairs and services. The Service Advisor is responsible to get authorization to perform the repairs from the customer, schedule the repairs, and monitor the repair progress to notify the customer and get approval for any unexpected costs and repairs. The Service Advisor is to look for additional repairs that need to be made and address them with the customer. The Service Advisor is to promote the finding of additional repairs by the technician and sell them to the customer. The Service Advisor, at completion of the repairs, reviews the repair order details with the customer to ensure the customer understands what has been done.

Requirements

High School graduate or GED
Intermediate computer skills
One year of related experience in Peterbilt heavy-duty truck repairs

Responsibilities

Accurately document the customer’s service requests.
Advise customers about necessary service for routine maintenance.
Identify the mechanical problem by questioning the customer and doing a visual inspection or road test.
Identify if the part is warrantable.
Look up Federal Recalls and Safety Checks.
Get written authorization from the customer to perform the requested repairs.
Contact customers about additional problems found and recommend corrective procedure.
Open repair order showing time, cost, and labor estimates for service and contact customers for approval to do the repairs.
Write a brief but clear description of the problem on the repair order to help the mechanic locate the problem.
Schedule service work to be done and assign to mechanics.
Supervise repair order scheduling with mechanics.
Monitor repair progress to insure repairs is performed in a timely manner.
Review and close repair orders.
Explain the work performed and the charges to the customer
Handle customer complaints.
Assist the Service Manager in hiring and firing employees.
Assist the Service Manager and Shop Foreman in answering the phone.