Service Advisor - Canada

JOB OVERVIEW

The role of the Service Advisor I is to manage maintenance repairs on behalf of Wheels and within our clients’ parameters. This specialized/technical position will spend most 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 I should use a consultative approach, including providing a repair recommendation.

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 appropriate

• 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.

• Desired Behaviors:

  • Reliable

  • Adaptable

  • Decision maker

  • 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)

LEADERSHIP RESPONSIBILITIES

• This position has no managerial responsibilities.

COMPETENCIES - SKILLS

• Technical knowledge of automotive repair

• 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 C1 and one of the following A4, A5, A6, or A7 within first 12 months

• One (1) to two (2) years automotive experience or equivalent technical education

• High School diploma or equivalent required

• Fleet industry experience a plus

• Some college preferred

• Ability to conduct business transactions in second language (French)

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment:  This position is in Mississauga and operates in a professional office environment.

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

Travel:  No Travel required for this position

Physical Demands:  Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time. Reach above head to pull paper attachments.

DISCLAIMER

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.