HTO - Service Advisor

This position is responsible for providing assistance to the customer in regards to truck & trailer service repairs.

Essential Functions:

• Acts as the first point of contact by greeting and consulting with the customer on service needs
• Opens work orders and assigns job repair to a service technician
• Communicates customer repair requests to technicians
• Organizes and sells quotes to the customer
• Handles repair order charges, warranty validations, submissions, and follow-ups
• Communicates with the customer during all stages of repair service
• Completes all necessary paperwork to complete repair work order for closing and final billing
• Assists in handling customer complaints and concerns
• Identifies comebacks and resolves the issue to the customer’s satisfaction
• Treats customers fairly and demonstrates our commitment to superior customer service
• Accepts after hours call out service to meet customer needs
• Communicates job progress to supervisor and customer as needed
• Projects professionalism with both internal and external customers, including personal appearance
• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Requires regular and punctual employee attendance
• Performs other duties as assigned

Knowledge, Skills, and Abilities:

• Knowledge of heavy duty On-Highway truck operation
• General knowledge of mechanical/technical terminology
• Knowledge and proficiency with current computer software, related hardware, and common dealership computer systems
• Must have outgoing, friendly personality, superior communication, and customer exceptional skills in customer service
• Excellent time management and organizational skills
• Ability to negotiate customer complaints to a satisfactory resolution
• Ability to work independently and as part of a team
• Ability to read, write, and understand information
• Ability to listen to and understand information and ideas presented through spoken words and sentences
• Ability to establish and maintain effective working relationships

Education and Experience:

• High school diploma or equivalent required; additional continued education such as specialized/technical training or some college courses preferred
• More than two years of work related experience in a service department required. Five or more years of experience preferred
• CDL – Class A or B preferred

Physical Requirements:

• Significant amount of time spent sitting
• Constant movement and use of hands, this position requires good manual dexterity
• Communication with customers and constant communication with co-workers
• Routinely reacts to visual, auditory, and other signals, including alarms and instructions, and is required to visually inspect work
• Must be able to move objects, and use abdominal and lower back muscles to provide support over time without fatigue
• Lifts and moves materials and equipment up to 50 lbs.

Work Environment:

• Regularly works indoors around moving mechanical parts
• May be exposed to weather extremes when working outside in conditions that include inclement weather, heat, cold, and humidity
• Requires wearing common protective or safety equipment
• Exposure to high noise levels
• Works in extremely bright or inadequate lighting
• Exposure to small quantities of chemicals, dust, steam, high-pressure water, and high speed rotating equipment
• Exposure to minor burns, cuts, bites, or stings

Disclaimer:

Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.