Service Advisor

Job Title: Service Writer

Department: Service

Report To: Korey Cronquist

Classification: Full time

JOB STATEMENT /PURPOSE:

Excellent communication skills are important to Service Writers. They must be able to interpret customer’s descriptions of their vehicle problems and translate those into clear instructions for service technicians. Service writers require good diagnostic skills to identify service requirements and assess the work of technicians. They also require excellent customer service skills to deal with any customer concerns or complaints. Service writers are responsible for scheduling a team of technicians with the skills and qualifications to carry out the type of servicing and repairs offered by the service department. They prepare schedules and plan staff duty rotations to ensure that servicing and repairs are completed as quickly as possible. They also select equipment, such as diagnostic tools, that will improve quality and productivity in the service department. Service writers must ensure the highest levels of customer satisfaction so that owners continue to return to the shop for future work. Repeat business is vital to building long-term revenue and profitability.

NATURE AND LEVEL OF JOB:

Service writers are key players in ensuring that the Service Department is successful. They are responsible for maximizing the efficiency, revenue and productivity of the service department and achieving the highest levels of customer satisfaction.

SCOPE OF POSITION:

Support the Mission, Values and Vision of the Company while upholding the highest level of administrative support and exceptional customer service to achieve maximum profits

JOB DESCRIPTION/RESPONSIBILITIES:

Oversee the scheduling of maintenance on all incoming vehicles. Make contact with customers and co-ordinate repairs and return of vehicles. Process work-orders and record maintenance completion. Enter maintenance logs into BRP Bossweb software. Generate backlog and work in progress reports. Finalize work orders enter data into Bossweb and Lightspeed software, checking for parts and labor accuracy. Monitor and record maintenance delays and reasons for delay into the work-order system routinely performs safety and productivity observations for the shop and vehicle inspections. Performs walk through of the job to help assess the job scope, define additional needs and bring forward any HSE

Concerns. Communicate required resources and tools needed to complete each campaign. Match the capabilities of the service technicians with the length of the service job to ensure maximum productivity. Contact and schedule work through 3rd party vendor when outsourcing is required. Determine if the repair needs can be satisfied in time to proceed with the campaign on schedule or if the work order should be postponed. Receive & review completed work orders from the technicians. Close out tasks as completed and update the work management software as well as campaign monitoring. Track all outstanding warranty campaigns to be completed. Submit all warranty claims and ship back required parts to the manufacturer. Verify warranty claim credits and parts have been received after claims have been processed. Attend all technical, developmental and safety training to comply with dealer certification. Conduct quality control inspections on all completed work. Manage all service operations to achieve profitable execution of assigned service business. Ensures consistency and excellence of service and monitors and tracks pricing structures. Resolve customer complaints and issues regarding service technician performance. Assists in developing performance standards and expectations for service technicians and holds technicians accountable for performance. Make outbound calls to ensure survey completion ratio is within required parameters. Upload company survey reports and process results. Close out labor lines and process time cards for payroll. Track weekly reports for technician’s productivity and profit margins. Ensure shop supplies are ordered and kept neat and organized. Highlight changes in procedures and updated technical information.

EQUIPMENT USED:

Fax Machine, Scanner, Multi-Line Phone, 10-Key, Lightspeed, Computer Data Entry Software, Computerized Point of Sale Systems, Microsoft Excel, Microsoft Word, B.U.D.S Software, Forklift Operation, Shop Truck, ATV, Motorcycle, Snowmobile, Side-by-Side, Watercraft, Battery Tender, Voltage meter

Job Type: Full-time

Pay: $18.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

License/Certification:

• Driver's License (Preferred)

Work Location: In person