Service Advisor II

About the role

The Service Advisor II manages maintenance repairs of cars and medium/heavy duty trucks on behalf of Wheels and within clients’ parameters. This specialized position negotiates with vendors on proper repair procedures, cost-effective pricing, and vehicle downtime, ensuring adherence to client instructions and approval parameters. When Fleet authorization is required, the Service Advisor provides consultative repair recommendations.

Responsibilities

• Authorize mechanical repairs on behalf of Wheels’ clients.
• Ensure safety-related and scheduled repairs are completed.
• Approve repairs based on mileage, months in service, and prior repair history.
• Negotiate repair costs to published fleet prices or pre-negotiated Wheels Network rates and times.
• Adhere to parts and labor reference guides for pricing and labor times.
• Manage client authorizations, limits, and instructions.
• Conduct follow-up on all down vehicles and pending transactions.
• Resolve transaction discrepancies with vendors.
• Escalate client approvals to team lead or mentor when required.
• Document client savings and transaction details in activity logs.
• Submit qualifying component failures repaired at dealerships to the warranty team for "goodwill adjustments."
• Adhere to contact center scheduling and performance metrics.
• Meet key performance indicators on quality and transactional performance (e.g., coaching/mechanical evaluations, communication, documentation, OON fees).
• Understand Driver Services, Network Management, MAP, and Collision functions.
• Possess general knowledge of all Wheels departments.
• Perform other duties as assigned.

Skills

• Technical knowledge of automotive and truck repair.
• Knowledge of or hands-on experience with upfitting, diesel engines, air brakes, trailers, and refrigeration.
• Ability to manage truck roadside assistance, towing, and rentals.
• Ability to independently locate qualified truck vendors.
• Experience managing the Fleet authorization process.
• Customer service-oriented with clear, concise communication (verbal and written).
• Creative and efficient problem-solving.
• Negotiation skills.
• Experience with industry labor guides, such as AllData.
• Ability to interpret client-specific instructions.
• Proficient in Windows and Microsoft Office (Outlook).

Qualifications

• ASE certifications: C1 and 6 of 14 auto or truck certifications (2 must be truck).
• Required ASE certifications must be achieved within 24 months of hire.
• Two to four years of automotive and truck experience or equivalent technical education.
• High school diploma required; some college preferred.
• Fleet industry experience is a plus.

Benefits

Wheels offers a robust, market-leading benefits package for you and your family, including competitive health, wellness, and retirement offerings. Click here for an overview of available benefits.

Pay

The base salary range for this position is $47,300–$66,200. This role is eligible for participation in the annual incentive plan based on company and individual performance. Compensation varies based on job function, level, geographic location, candidate experience, education, certifications, skill level, and expertise.

Schedule

This is a full-time position, Monday through Friday, operating in a professional office environment in Georgia or Illinois. Occasional travel (less than 10%) is expected for client visits.