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Service Advisor

2 months ago

Edison, New Jersey, United States C&C Lift Truck, Inc. Full time
Job Summary

We are seeking a highly skilled and experienced Service Advisor to join our team at C&C Lift Truck, Inc. As a Service Advisor, you will play a critical role in ensuring the smooth operation of our shop and providing exceptional customer service to our clients.

Key Responsibilities
  • Work closely with the Service Manager to oversee the performance of shop employees and ensure efficiency in all work performed.
  • Meet with shop staff members to assign duties, review progress, set goals, address problems, and maintain communication within the departments.
  • Create and write customer repair quotes, request parts pricing, and determine labor time based on prior experience.
  • Build rapport with customers and act in a professional manner at all times.
  • Interface with customers on quoted repairs, answer any questions or concerns, and maintain inventory of all customer repairs awaiting approval.
  • Follow up with customers that have not signed off on quoted repairs and open work orders, and schedule repairs with Service Coordinators or with trucking.
  • Accurately close and bill completed repair quote work orders, ensure that all tasks eligible for a warranty are created and submitted accordingly, and maintain a list of all shop quotes and repairs.
  • Assign work to shop technicians, handle customer issues with a high sense of urgency, and keep Management informed of customer concerns.
  • Coordinate and schedule service vehicle repairs and PMs with technicians, regularly promote and sell service products to customers to help generate increased revenue, and handle incoming service calls via phone and email.
  • Provide real-time updates to customers on expected service dates, ETAs on returns, and any changes related to scheduled technician work at the customer's site.
  • Utilize a proactive approach to customer service, anticipating needs and potential issues, and resolve customer complaints in a timely manner.
  • Manage assigned technicians to ensure effective completion of day-to-day service operations, coordinate technician schedules to align customer account needs and technician capabilities, and open work orders for technicians in a timely fashion.
  • Assist in setting technicians' schedules by no later than 3 PM daily and inform scheduled customers, assist in coding work orders with correct Unit ID, Make Model, and Serial Numbers, and follow all special billing procedures for major accounts.
  • Manage overall job progress, ensuring field technicians are diagnosing problems within two hours of arrival at customer locations, and make recommendations for technicians to utilize the assistance of technical communicators in troubleshooting complex issues.
  • Work with technicians to resolve problems, making every effort to ensure they fully complete each job assigned, establish regular communication with account managers to resolve any ongoing issues with customers' accounts, and work closely with the Parts Department to acquire correct parts and pricing and attach correct labor time to each repair.
  • Assist in scheduling monthly preventive maintenance work to ensure maintenance completion rate goals are met, assist in monitoring technicians' time cards, maintaining accurate records for customer invoicing, and adjust technician time cards in Tinnacity daily to correct and minimize non-billed or standby time.
  • Review and submit technician payroll information to the front office, ensure technicians follow all work order procedures, keep accurate time and parts on job, fill out PM checklists, obtain customer signatures, close out day, and complete jobs.
  • Manage work in progress to ensure all work orders are completed in a timely manner, approve, code, and process jobs to ensure labor and parts detail are complete and accurate, review parts and labor captured on jobs, and ensure jobs are closed out with accurate information in the system.
  • Produce both verbal and written quotes of repairs to be completed, review completed jobs, edit descriptions, hours, etc., and perform other duties of a similar nature as required.
Requirements
  • High School diploma or equivalent
  • Prior history as a technician in the field is a plus
  • Valid driver's license with an acceptable driving record
  • 1-2 years' experience in a shop or service environment
  • Basic computer skills (Word, Excel, Outlook)
  • Attention to detail
  • Ability to multi-task in a busy environment
  • High sense of urgency with respect to customer service
  • Superior customer service, teamwork, and verbal/written communication skills
Equal Opportunity Employer

C&C Lift Truck, Inc. is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.