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Service Advisor

1 month ago

Spokane, United States Kenworth Sales Full time

Kenworth Sales Company was founded in 1945 by the Treadways and is still family owned through 4 generations. With the combined service and support of over 1200 employees across 31 different locations, we were awarded the 2014 ATD Dealer of the Year Award and the 2019 Kenworth Parts & Service Dealer of the Year Award. Each of our Kenworth Sales locations has a similar culture throughout the entire company which makes you always feel a part of the family. Our Headquarters is located in Salt Lake City, Utah and is ran by Kyle Treadway-President of Kenworth Sales Company.

JOB SUMMARY

The primary function of the Service Writer is to generate, monitor and close all repair  orders and to assist the Service Manager in the management of Service Department records and files.
 

DUTIES AND RESPONSIBILITIES

1. 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. 
2. Generates and maintains all work orders and repair orders. Assists customer in identifying needed services. Issues clear repair instructions to Service Foremen/Technicians.
3. 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.
4. 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, and transmits to Payroll Clerk, Tracks down and resolve all discrepancies prior to transmitting.
5. Insures timely, competent and courteous relations with service customers. Analyzes quality control report.
6. Promotes the sales of labor, parts and accessories during customer contact. Maintains follow-up with customer on suggested repairs.
7. Maintains up-to-date information on hourly service rates, service specials, etc. offered by competitors.
8. Maintains technical bulletins and other service shop literature.
9. Issues Non-inventory Purchase Orders as authorized by management. Receives purchase orders, as issued by other employees only.
10. Controls cash box for Service Department, including accepting payment from customers, reporting cash balances to credit Manager and securing box at close of business.
11. Assists Service Manager in the management of Service Department files and records. Types forms, letters, correspondence and answers phone as directed by Service Manager, including manufacturer pre-delivery forms. Staggers lunch hour with Service Manager to cover phones daily.
12. Monitors daily all open repair orders and closes as quickly as possible. Troubleshoots with parts department any delays in receiving parts or repair orders and resolves quickly. Monitors Inter-company tickets to ensure equal priority.
13. Issues workmen’s compensation “First Report of Injury” forms to injured employees. Ensures forms are correctly completed and returned immediately. Directs injured employee to necessary medical treatment. Promptly 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.
 

QUALIFICATIONS

Ability to read and comprehend English instructions and information. 
High school diploma or equivalent. 
Must have a working knowledge of all heavy truck repair methods.
Must have the ability to identify and meet Customer needs and requirements. 
Must be a hard worker and a self-starter and a problem solver.
Organizational and time management skills a must.
Exceptional phone and Customer service skills required.
Appearance must meet the company image and requirements.

WORKING CONDITIONS

Part of this position is physically demanding. May require lifting up to 50 pounds.  Will stoop, kneel, crouch, crawl, reach, handle and feel. Will be exposed to noise, vibration, dust, exhaust fumes, paint, and other hazardous and non-hazardous materials.  Must climb in and out of customer’s vehicles to record information. The other part of this position will require deskwork, including use of computer video monitor, telephone, ten-key calculator and completing paperwork. Must wear a dealership uniform.

BENEFITS

We offer a full benefits package with retirement and paid life insurance. Also includes vacation time, sick days and paid holidays.

Kenworth Sales Company is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to race, color religion, sex, national origin, disability or protected veteran status.