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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 strive to conduct our business as a well-respected organization; with integrity, hard work, and with 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.
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
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