Truck Advisor

Job Description:

JOB OVERVIEW:

The role of the MAP Advisor III is to manage maintenance repairs of cars and medium/heavy duty trucks on behalf of Wheels and within our Clients’ parameters. This specialized/technical position will spend the majority of the time negotiating with vendors on proper repair procedures, cost effective pricing, and vehicle downtime. When Fleet authorization is required, the MAP Advisor should use a consultative approach, including providing a repair recommendation. The MAP Advisor III also provides repair and procedure guidance, and acts as a mentor to other advisors.

KEY RESPONSIBILITIES:

• Provides repair and procedure guidance to other advisors
• Authorize mechanical repairs on behalf of Wheels’ Clients
• Ensure safety related and scheduled repairs are completed
• Approve proper repairs based on mileage, months in service and prior repair history
• Assume responsibility for major engine, transmission, and drivetrain repairs, following them through to successful completion
• Negotiate the cost of repair to the published fleet price or the pre-negotiated Wheels Network rates & times
• Adhere to current parts and labor reference guides for parts pricing and labor times
• Manage Client authorizations, limits, and instructions
• Conduct proper follow up on all down vehicles and pending transactions
• Resolve transaction discrepancies with vendors
• Escalate all Client approvals to team lead or mentor
• Document Client savings
• Clearly and accurately document transaction in activity log
• Submit all component failures repaired at dealerships to the warranty team that qualify for "goodwill adjustments"
• Adhere to contact center scheduling and performance metrics
• Meet key performance indicators on quality & transactional performance (e.g. coaching/mechanical evaluations, communication, documentation, OON Fees, etc.)
• Understanding of Driver Services, Network Management, MAP & Collision functions
• General knowledge of all Wheels departments
• Opening/Closing shift responsibilities
• Recognize, correct, and escalate advisor errors
• Other duties may be assigned

DESIRED BEHAVIORS:

• Reliable
• Adaptable
• Decision maker
• Able to attend night school for technical training
• Team player
• Results oriented
• Cooperative
• Adaptable / flexible
• Supportive of decision making
• Delivers on commitments
• Remain educated and involved in industry activities
• Able to work flexible schedule to support hours of operation (may include weekends)

SKILLS/COMPETENCIES:

• Technical knowledge of automotive and truck repair
• Knowledge of or hands on experience with:
  • Upfitting
  • Diesel engines
  • Air Brakes
  • Trailers
  • Refrigeration
• Ability to manage truck roadside, towing, and rentals
• Ability to independently locate qualified truck vendors
• Ability to manage the fleet authorization process
• Customer service oriented
• Clear, concise communication, both verbally and in writing
• Creative and efficient problem solving
• Negotiation
• Experience with industry labor guides, such as AllData
• Ability to interpret Client specific instructions
• Proficient in Windows and Microsoft Office (Outlook)
• Leadership
• Decision Making
• Ability to give direction
• Ability to simplify complex repairs
• Sense of urgency, ownership, and accountability
• Ability to work independently
• Ability to recognize when escalations are appropriate

EDUCATION and/or EXPERIENCE:

• ASE certifications C1, and Master Truck and 3 Auto certifications or Master Auto and 3 Truck certifications.
• Minimum of 4 years automotive experience or equivalent technical education
• High School diploma or equivalent required
• Fleet industry experience a plus
• Some college preferred

PHYSICAL DEMANDS:

• Able to use desktop equipment such as telephone, calculator, computer
• Able to communicate verbally and in writing
• Able to sit and / or stand for long periods

EEO Statement
 

Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.