Service Advisor

Description

The Service Advisor is the liaison between the customer, internal sales or retail, and A-Z Bus Sales, Inc. They are responsible for the coordination of the vehicles repair or production throughout the bus repair or production process, key to key. The Service Advisor also generates service repair orders by ascertaining service requests and performance problems; verifies warranty and performs service contract coverage;

inspects vehicles, writes repair orders; and maintains customer rapport and records. The Service Advisor also reviews jobs when they are complete and closes jobs and is responsible for the Work In Progress (WIP) for their particular assigned customers. The Service Advisor must maintain a high level of customer satisfaction and enhance A-Z Bus Sales ability to maximize net profit.

• Receives customers, checks in vehicles upon arrival to the Service department.
• Ascertains vehicle problems and services by listening to customer’s description of symptoms.
• Clarifies description of problems.
• Conducts inspections of vehicle, including QC, diagnosis.
• Proactively checks for recalls.
• Manages and submits documentation (including photos) for warranty repair orders.
• Manages customer approvals and expectations, including warranty and internal repairs, modifications, etc. on a bus to bus, customer to customer basis.
• Establishes good customer relations by providing estimates and timelines.
• Responsible for warranty and service contract coverage and compliance by following company policy and procedures as well as factory guidelines for specific products.
• Explains provisions and exclusions for work performed, including warranty.
• Manages repair orders by using the “three C system” to describe the defects and repairs in detail in RO System.
• Obtains approvals for all work performed.
• Monitors unit’s status to ensure vehicle will be ready when promised.
• Reviews jobs when completed. Assures that all work performed meets A-Z Bus Sales quality standards.
• Arranges payment for work performed.
• Works with Assistant Service Manager to arrange repairs on the road or for emergency repairs.
• Coordinate’s pick-up and delivery of vehicles with Assistant Service Manager and Dispatcher
• Works with Assistant Service Manager to schedule repairs, changes, modifications, and installations for internal and external customers.
• Works with sales staff using internal work request system to coordinate installations, repairs, modifications to buses that are ordered from the factory for delivery to end use customer.
• Updates repair orders as required with parts, labor, repair descriptions, coding, etc.
• Closes internal and warranty work RO’s within 48 hours of bus delivery.
• RO’s to be closed at immediate completion of vehicle/unit/bus.
• Conform with and abide by all regulations, policies, work procedures and instructions.
• Conform to all safety rules and use all appropriate safety equipment.
• All other duties assigned.

Management-related: None required for this position.

Personnel-Related: None required for this position.

• Complete Monthly Map Goals
• Close All service orders within 48 hours after bus completion.
• Internal/external customers updated 1-2 days.
• Work In Progress must be current /under 30 days (see bonus structure)

This position has no supervisor responsibilities.

• Technical Capacity.
• Ethical Conduct.
• Communication Proficiency.
• Personal Effectiveness/Credibility.

This position has no supervisor responsibilities.

While performing the duties of…