Service Advisor (Anchorage)

Posted 9 months ago

Established in 1969, TrailerCraft/Freightliner of Alaska is a heavy-duty truck and trailer Dealer, statewide parts retailer to the commercial trucking and transportation industry, the only dealer in the state of Alaska for Freightliner and Western Star trucks, Bluebird buses and Sprinter service and passenger vans. It also markets substantially to the snow removal industry, selling specialized Western, Blizzard and Snow Ex snow removal equipment to both residential customers and commercial fleets.

Position: Service Advisor
Department: Service Department
Reports to: Service Manager
Pay Class: Salary/ Commission

Summary Description:
Assists Service Department Manager in maintaining a smooth running, efficient service department with a high degree of customer satisfaction. Accepts customer vehicles, recognizes problems and service needs, schedules work, assigns jobs to service technicians and communicates job status to customer.

Key Results Areas:
o Service Department Operations
o Customer Service

Major Duties and Responsibilities:

Service Department Operations:
o Recognize problems accurately and clearly described them on the repair order.
o Estimate costs and completion times at point of sale. Clearly communicate them to customer.
o Assign jobs to technicians based on skill level and current resource utilization.
o Review work-in-progress to ensure quality and timeliness.
o Occasionally assist technicians when they are having difficulty performing service work.
o Assist in the preparation of parts orders.
o Make estimates for internal and wreck repairs.
o Open and close all customer paid, warranty, and internal repair orders.
o Follow procedures for quick and efficient handling of warranty items, including tagging and proper storage of these items.
o Become familiar and efficient with all phases of the computer system required for service and parts management.
o Ask for clarification if there are any questions which need to be answered.
o Notify a manager in house of serious situations in the absence of the service manager.

Customer Service:
o Provide superior customer service to both internal and external customers.
o Greet customers immediately in a courteous and friendly manner.
o Handle telephone transactions quickly and courteously.
o Notify customers ASAP of any changes, delays or additional work needed. Avoid setting high customer expectation levels in situations where expectations are not likely to be met.
o Handle customer complains reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.
o Give special attention to repeat repairs to ensure the situation is corrected.
o Obtain authorization from customers before performing any repairs, write verbal authorization on the R/O if unable to obtain a signature. Obtain signature when possible.
o Explain repair orders to customer upon delivery of vehicles and answer all questions.
o Follow up with customer on status of completed repairs.
o Ensure vehicles are returned to the customer in the same or better condition in which they were received.

Other Duties – As Assigned:
o Up-sell performance work whenever possible.
Supervisory Responsibilities:
o Suggest to Service Manager additional work that may be needed on vehicles
o Ensure the customer’s vehicle is clean or cleaner than when dropped off.
o Ensure cleanliness of work area.
o If delays are expected in the completion of a customer’s vehicle, notify the Service Manager to allow rescheduling of any customer affected by the delay.
o Make certain work assignments are correct and complete.
Certificates, Licenses, Registrations:
o Current Alaska driver’s license
o Complete Freightliner on-line classes and instructor led training

Physical Demands:
o Noise level in the work environment is usually loud.
o Occasionally required to bend, stoop, crouch, reach and handle tools.
o Occasionally requires the ability to lift 70 pounds of material.
o Frequently required to walk to all areas of the facility, both indoors and out.

Working Conditions:
o Frequently works near moving mechanical parts.
o Is potentially exposed to battery acids, gasoline, chemical cleaning materials or other toxic materials commonly found in a motor vehicle service department.
o Occasionally exposed to exhaust fumes or airborne other particles.
o Frequently required to walk to all areas of the facility, both indoors and out.

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