The Service Advisor acts as the communication liaison between customers and the
repair technicians as well as maintains service records and oversees the
scheduling of repairs.
At Peterbilt Pacific, we aim to conduct our business as a well-respected
organization; with integrity, excellence, productivity, and a positive attitude
as our core values. We strive to have the highest care for our people,
customers, and business partners. Every employee at Peterbilt Pacific is
absolutely critical to our success. Our promise is to keep delivering the same
award-winning service and value that our community has come to expect from our
dealership group throughout the years.
Benefits
- Extended Health & Dental Benefits
- Premiums Paid by Employer
- Employer Contribution Pension Plan
- Growth Opportunities
- Paid Training
- Long term job security
- Employee Assistance Program
- Telus Health Virtual Care
Responsibilities
- Acquire and maintain customer and vehicle information
- Consult vehicle file for outstanding recalls or warranty repairs
- Obtain credit approval if necessary
- Open repair orders and enter job descriptions
- Coordinate new and used truck department requirements
- Obtain, in advance, repair order requests on new sales and coordinate with
parts department on requirements
- Receive service department phone calls and direct to appropriate person as
required
- Follow-up with customers about service repairs done and additional items
found in need of repair
- Maintain MVI decals and paperwork
- Give out purchase order numbers
- Keep the service and warranty departments filing current
- Provide additional assistance to Service Manager, Warranty Admin and Shop
Foreman, as required
- Other duties and projects as assigned
WARRANTY DUTIES
- Provide excellent customer service and maintain customer relationships
- Interpolate and prepare information from repair orders, service reports, test
results and troubleshooting to process engine, drivetrain and chassis
warranty and extended warranty claims
- Prepare customs documents, locate, ship, track and tag failed warranty parts
for return as requested by vendors
- Review warranty RO’s according to warrantability
- Review all warranty RO’s to ensure proper documentation and troubleshooting
is completed and filled out
- Forward all warrantable work orders to the Centralized Warranty Department
for processing
- Process approved / denied warranty claims accordingly
- Deal with warranty related customer inquiries in person and on the phone
- Determine warrantable status of repairs and aid in troubleshooting, obtaining
repair authorization and instituting the correct repair procedure
- Taking and resolving customer complaints by phone and in person
- Notify customers of safety recalls, product support programs and warranty
repairs outstanding
- Follow up with customers regarding parts ordered for warranty repairs and
scheduling a repair once the parts have been sourced
- Maintain constant communication with the Centralized Warranty Department
Qualifications
- Previous experience as a Service Advisor
- Grade 12 or GED required
- Excellent customer service skills
- In-depth knowledge of heavy-duty truck repairs
- Good computer skills
- Excellent written and verbal communication skills
- Strong personal organizational skills as they relate to workload, time
management and setting priorities
- Effective problem solving and negotiating skills
- Effective conflict resolution skills
Compensation Rate
- $50 000 - $72 000 annually + Variable Compensation
