Service Advisor

• This position will greet customers in a timely, friendly manner and obtain all specific vehicle / customer information required for proper repairs, contacting customer and invoicing.
• Providing exceptional customer service is paramount. Service advisors must greet customers, listen to their concerns, and address their questions and needs professionally and courteously.
• Thoroughly inspecting vehicles and documenting issues or concerns. This includes identifying necessary repairs and maintenance services and providing accurate estimates for the customer.
• Effectively communicate with customers to explain the diagnosis, recommended repairs, and estimated costs in a clear and understandable manner. Ensuring that customers are well-informed and comfortable with the service process.
• This position will routinely call customers to schedule work, inform customers of current offers, and discuss the repair process
• This position is responsible for the receipt and flow of all incoming work, communication with customers and constant communication with all other internal departments.
• Responsible for scheduling work for the mobile (outside) mechanics
• Write up customers’ vehicle issues and concerns or maintenance requirements accurately and clearly.
• Obtain customer signature on the repair order and provide customer a copy of the repair order.
• Must be able to understand, communicate, and evaluate all vendors. Warranty guidelines, approval processes and policies during the write up and repair process.
• Establish customers’ method of payment, Purchase Order requirements and estimate requirements if needed at time of write up.
• Investigate progress of vehicle repairs and contact customer with status changes / promise time if required.
• Ensure vehicles are parked in assigned areas, trucks are locked, and keys are tagged and properly stored.
• Explain completed work and charges to the customer.
• Keep up to date on all warranty policies and product changes to maintain effectiveness in this role.
• Have the ability to utilize Service Portal at the time of write up.
• Follow-up with customers after repairs are complete to ensure they are satisfied.

• Minimum of 3 years Technical and / or supervisory experience in the Medium / Heavy Duty truck industry.
• High degree of product and technical knowledge.
• Must be a team player with a strong sense of commitment to the customer.
• Must be self-motivated and have good written and verbal communication skills.
• Must conduct his / her self in a professional manner.
• Have the ability to work other shifts for coverage of sick days or vacation relief.

• Microsoft programs and applications would be useful in this role.
• Good organizational skills
• Working knowledge of International and supplier / vendors warranty policies.
• Possess valid Class A - Commercial Driver’s License
• The knowledge and understanding to communicate service maintenance requirements i.e. Oil change interval, axle lube changes, required adjustments etc.

Harvey & Company Ltd - St John's