Service Advisor

Peterbilt Pacific•Kamloops, BC

29d•CA$50,000 - CA$72,000

About The Position

The Service Advisor acts as the communication liaison between customers and the repair technicians as well as maintains service records and oversees the scheduling of repairs. At Peterbilt Pacific, we aim to conduct our business as a well-respected organization; with integrity, excellence, productivity, and a positive attitude as our core values. We strive to have the highest care for our people, customers, and business partners. Every employee at Peterbilt Pacific is absolutely critical to our success. Our promise is to keep delivering the same award-winning service and value that our community has come to expect from our dealership group throughout the years.

Requirements

Previous experience as a Service Advisor
Grade 12 or GED required
Excellent customer service skills
In-depth knowledge of heavy-duty truck repairs
Good computer skills
Excellent written and verbal communication skills
Strong personal organizational skills as they relate to workload, time management and setting priorities
Effective problem solving and negotiating skills
Effective conflict resolution skills

Responsibilities

Acquire and maintain customer and vehicle information
Consult vehicle file for outstanding recalls or warranty repairs
Obtain credit approval if necessary
Open repair orders and enter job descriptions
Coordinate new and used truck department requirements
Obtain, in advance, repair order requests on new sales and coordinate with parts department on requirements
Receive service department phone calls and direct to appropriate person as required
Follow-up with customers about service repairs done and additional items found in need of repair
Maintain MVI decals and paperwork
Give out purchase order numbers
Keep the service and warranty departments filing current
Provide additional assistance to Service Manager, Warranty Admin and Shop Foreman, as required
Other duties and projects as assigned
Provide excellent customer service and maintain customer relationships
Interpolate and prepare information from repair orders, service reports, test results and troubleshooting to process engine, drivetrain and chassis warranty and extended warranty claims
Prepare customs documents, locate, ship, track and tag failed warranty parts for return as requested by vendors
Review warranty RO’s according to warrantability
Review all warranty RO’s to ensure proper documentation and troubleshooting is completed and filled out
Forward all warrantable work orders to the Centralized Warranty Department for processing
Process approved / denied warranty claims accordingly
Deal with warranty related customer inquiries in person and on the phone
Determine warrantable status of repairs and aid in troubleshooting, obtaining repair authorization and instituting the correct repair procedure
Taking and resolving customer complaints by phone and in person
Notify customers of safety recalls, product support programs and warranty repairs outstanding
Follow up with customers regarding parts ordered for warranty repairs and scheduling a repair once the parts have been sourced
Maintain constant communication with the Centralized Warranty Department