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.

• 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 customers 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, transmits to Payroll Clerk, tracks down and resolves all discrepancies prior to transmitting.
• Maintains timely, competent and courteous relations with service customers, analyzes quality control report.
• Promotes 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, accepts payment from customers, reports cash balances to credit manager, secures box at close of business.
• Assists Service Manager in the management of Service Department files and records, types forms, letters, correspondence, 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, 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, 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.
• Working knowledge of all heavy truck repair methods.
• Ability to identify and meet customer needs and requirements.
• Hard worker, self‑starter, and problem solver.
• Organizational, communication, and time management skills.
• Exceptional phone and customer service skills.
• Appearance must meet the company image and requirements.

• Progressive environment with emphasis on teamwork, customer service, training and personal development.
• Financial stability and continued growth.
• Work for an award‑winning dealership with reputation for quality and service.
• Excellent compensation and benefits package including comprehensive health and dental insurance, flexible spending accounts, group life insurance, short‑ and long‑term disability insurance, voluntary life insurance, corporate holidays, paid vacation and personal leave, 401(k) plan with company match, and voluntary supplemental insurance plans.

Veterans are encouraged to apply!

Kenworth Sales Company is a family of companies based in Salt Lake City, Utah, with over 38 dealerships in the Intermountain West and Mid‑Atlantic regions.

An Equal Opportunity employer, Smoke Free/Drug Free Facility. All qualified applicants will receive consideration for employment without regard to the individual's race, color, sex, national origin, religion, age, disability, genetic information, status as a military veteran or any other characteristic protected by applicable law.