Senior Service Advisor - Mississauga

The Senior Service Advisor is a critical role in our Service Centres. The role reports to the Service Centre Manager and is responsible for:

• managing customer service interactions,
• preparing, submitting, and revising customer quotes for Class 8 tractor and straight truck repairs and maintenance,
• triaging customer equipment upon arrival, planning and scheduling of repairs,
• providing and maintaining customer promise dates, and,
• coordinating return of customer equipment.

You will leverage your in-depth knowledge, skills, and experience of commercial truck maintenance and repairs to accurately quote repairs and plan, schedule, and manage equipment arriving to service centre, scheduling repairs, updating customers on completion time, and managing delivery or pick up of completed equipment from the service centre.

You will communicate regularly and effectively with customers, and regularly update status and states of repairs to customer equipment in maintenance and communications software systems, to maintain an optimal flow of operations and customer satisfaction.  Internally, you will work closely with parts planners, shunters, foremen, and service centre management to optimize resources to achieve efficiency objectives and achieve customer promise dates. 

What you’ll be doing:

Quoting repairs and maintenance on Class 8 tractors, and straight trucks (and trailers, if required)

Scheduling repairs with customers and internal planning boards, foremen, and service management

Triaging equipment upon arrival to confirm scope of work on repairs, updating customer quotes if additional repairs are recommended

Pre-ordering parts upon opening work orders and receipt of customer orders using company software systems to provide part lead time requirements to supply chain function

Communicating and updating customers on state and status of repairs throughout the stages of a repair

Closing work orders

Following Company SOPs, SWIs, and Work Flows to ensure processes are completed accurately, completely, and on time

Adhering to Values of the Company at all times, to support an engaging and fulfilling corporate culture

Regular attendance including arriving and departing shifts on time, being a reliable teammate

Assisting teammates and other duties as may be assigned, contributing to perform other duties as a team player to enable the service centre to operate efficiently (eg., assisting with trailer scheduling and work order closing, filling in for teammates, administrative and other duties as assigned)

Your Qualifications:

Experience and certification as Licensed 310T is a must

Minimum 3 years experience as a Service Advisor at major tractor OEM service centre

Customer service training and experience

Competent in quoting truck repair, maintenance, and parts

Competent in customer service skills to ensure professional, timely, and courteous customer interactions

Knowledge of VMRS codification of labour and parts

Ability to manage multiple priorities and tasks simultaneously

Comfortable with working in high pace environment

Strong organizational and time management skills

Strong data entry skills

Strong communication skills

Strong computer skills (MS Office, maintenance software system familiarity, communications software, etc.)

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