Service Advisor

JOB SUMMARY

The primary function of the Service Advisor is to generate, monitor and close all repair orders and to assist the Service Manager in the management of Service Department records and files.

DUTIES AND RESPONSIBILITIES

• Captures all customer contact with the Service Department, including repair estimates, service appointments, customer authorization on service orders, status-of-repair inquiries, payment terms and complaints.
• Generates and maintains all work orders and repair orders. Assists customers in identifying needed services. Issues clear repair instructions to Service Foremen/Technicians.
• Collaborates with the Service Manager to ensure completion of work within promised times to customers. Monitors repair progress and updates customers on any changes in service, costs, or time of completion. Acquires customer authorization for such changes.
• Calculates all labor charges on flat rate repair orders. Reviews all labor charges on hourly rate repair orders. Closes all repair orders in coordination with the Service Manager. Reconciles original repair order with final invoice. Summarizes Service technician’s timecards, balances with repair orders, and transmits to Payroll Clerk, tracks down and resolves all discrepancies prior to transmission.
• Maintains timely, competent, and courteous relations with service customers. Analyzes quality control reports.
• Promotes the sales of labor, parts, and accessories during customer contact. Maintains follow-up with customers on suggested repairs.
• Maintains up-to-date information on hourly service rates, service specials, etc. offered by competitors.
• Maintains technical bulletins and other service shop literature.
• Issues Non-inventory purchase orders as authorized by management. Receives purchase orders, as issued by other employees only.
• Controls cash box for Service Department, including accepting payment from customers, reporting cash balances to Credit Manager, and securing box at close of business.
• Aids the Service Manager in managing Service Department files and records. Types forms, letters, correspondence, and answers phone as directed by the Service Manager, including manufacturer pre-delivery forms. Stagger lunch hour with the Service Manager to cover phones daily.
• Monitors daily all open repair orders and closes as quickly as possible. Troubleshoots with the parts department any delays in receiving parts or repair orders and resolves quickly. Monitors Inter-company tickets to ensure equal priority.
• Issues workers compensation "First Report of Injury" forms to injured employees. Ensures forms are correctly completed and returned immediately. Directs injured employees to necessary medical treatment. Promptly forwards reports to the Service Manager for review for processing of claim. Maintains current injury ledger. Monitors first aid box and keeps it filled with necessary supplies.

QUALIFICATIONS

• Ability to read, write, and comprehend English instructions and information.
• High school diploma or equivalent.
• Working knowledge of all heavy truck repair methods.
• Ability to identify and meet customer needs and requirements.
• Strong work ethic, takes initiative as a self-starter, and consistently applies effective problem-solving skills.
• Organizational, communication, and time management skills.
• Exceptional phone and customer service skills.
• Professional personal appearance and demeanor.

BENEFITS

• Comprehensive Health and Dental insurance.
• Flexible Spending Accounts (FSAs) with FLEX Card.
• Group Life Insurance.
• Short Term & Long-Term Disability Insurance.
• Voluntary Life Insurance.
• Corporate Holidays.
• Paid Vacation and Personal Leave.
• 401(k) plan with company match.
• Voluntary Supplemental Insurance plans.

About the company

Kenworth Sales Company is a family of companies based in Salt Lake City, Utah, with over 38 dealerships in the Intermountain West and Mid-Atlantic regions. The company is a progressive environment with an emphasis on teamwork, customer service, training, and personal development. It is financially strong with an established base of customers and is well-positioned for continued expansion. It has a history of excellence, working for an award-winning dealership with a reputation for unsurpassed quality and customer service.

Equal Opportunity Employer

Kenworth Sales Company is an Equal Opportunity employer, Smoke Free/Drug Free Facility. All qualified applicants will receive consideration for employment without regard to the individual's race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran, or any other characteristic protected by applicable law.