Job description

Job Description:

JOB OVERVIEW

The role of the Service Advisor II 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 much of the time negotiating with vendors on proper repair procedures, cost effective pricing, and vehicle downtime. While approving repairs on our client’s behalf, special attention must be given to ensure specific Client instructions and approval parameters are followed. When Fleet authorization is required, the Service Advisor should use a consultative approach, including providing a repair recommendation.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

Authorize mechanical repairs on behalf of Wheels’ Clients

Ensure safety related and scheduled repairs are completed.

Approve proper repair based on mileage, months in service, and prior repair history.

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 when required.

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

Other duties may be assigned

LEADERSHIP RESPONSIBILITIES

This position has no leadership responsibilities.

COMPETENCIES - SKILLS

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)

EDUCATION AND EXPERIENCE

ASE certifications: C1, and 6 of 14 auto or truck certifications (2 must be truck)

Two (2) to four (4) years automotive and truck experience or equivalent technical education

High School diploma required - some college preferred

Fleet industry experience a plus

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment: This position is in Georgia or Illinois and operates in a professional office environment.

Positions Type/Standard Schedule: This is a full-time position, Monday through Friday.

Travel: Occasional travel (less than 10%) is expected for this position to visit with client.

Physical Demands: While performing the duties of this job, the employee must regularly talk and hear, and use hands and fingers to operate call center tools.

DISCLAIMER