Service Advisor

Bring your skills to the 2020 Kenworth Dealer of the Year! Kenworth Sales Company, a 38‑location Kenworth and Isuzu truck dealership group, is looking for a Service Advisor to join our Ashland
, VA team.

The primary function of the Service Advisor is to generate, monitor and close all repair orders and to assist the Service Manager in the management of Service Department records and files.

** Due to federally mandated DOT regulations, Kenworth Sales Company is a drug‑free workplace. Any offer of employment will be contingent on passing a pre‑employment drug screening.**

• Personally coordinates all customer contact with the Service Department, including repair estimates, service appointments, customer authorization on service orders, status‑of‑repair inquiries, payment terms and complaints.
• Generates and maintains all work orders and repair orders. Assists customer in identifying needed services. Issues clear repair instructions to Service Foremen/Technicians.
• Coordinates with Service Manager to assure completion of work within time promised to customer. Monitors progress of repairs and updates customer on any changes in agreed service, costs, or time of completion. Obtains customer authorization for such changes.
• Calculates all labor charges on flat rate repair orders. Reviews all labor charges on hourly rate repair orders. Closes all repair orders in coordination with Service Manager. Reconciles original repair order with final invoice. Summarizes Service technician’s time cards, balances with repair orders, and transmits to Payroll Clerk, tracks down and resolves all discrepancies prior to transmitting.
• Insures timely, competent and courteous relations with service customers. Analyzes quality control report.
• Promotes the sales of labor, parts and accessories during customer contact. Maintains follow‑up with customer on suggested repairs.
• Maintains up‑to‑date information on hourly service rates, service specials, etc. offered by competitors.
• Maintains technical bulletins and other service shop literature.
• Issues Non‑inventory Purchase Orders as authorized by management. Receives purchase orders, as issued by other employees only.
• Controls cash box for Service Department, including accepting payment from customers, reporting cash balances to credit Manager and securing box at close of business.
• Assists Service Manager in the management of Service Department files and records. Types forms, letters, correspondence and answers phone as directed by Service Manager, including manufacturer pre‑delivery forms. Staggers lunch hour with Service Manager to cover phones daily.
• Monitors daily all open repair orders and closes as quickly as possible. Troubleshoots with parts department any delays in receiving parts or repair orders and resolves quickly. Monitors Inter‑company tickets to ensure equal priority.
• Issues workers’ compensation “First Report of Injury” forms to injured employees. Ensures forms are correctly completed and returned immediately. Directs injured employee to necessary medical treatment. Promptly forwards reports to Service Manager for review for processing of claim. Maintains current injury ledger. Monitors first aid box and keeps filled with necessary supplies.

• Ability to read and comprehend English instructions and information.
• High school diploma or equivalent.
• Must have a working knowledge of all heavy truck repair methods.
• Must have the ability to identify and meet Customer needs and requirements.
• Must be a hard worker and a self‑starter and a problem solver.
• Organizational, communication, and time management skills a must.
• Exceptional phone and customer service skills required.
• Appearance must meet the company image and requirements.

• Kenworth Sales Company. promotes a progressive environment with an emphasis on teamwork, customer service, training and personal development.
• Stability – Company is financially strong with an established base of customers and is well‑positioned for continued expansion.
• History of Excellence – Work for an award‑winning dealership with a reputation for unsurpassed quality and customer service.
• Excellent…