Service Advisor

Location: Elkhart, IN

Overview

Come grow with us by joining our team as a Service Advisor! In this role, you will be responsible for managing and maintaining all work orders in the Retail, warranty, Internal, and RV service departments. Position will oversee all service operations from Excede/Procede and advise as needed. Also responsible for distributing jobs to internal service writers, as well as overseeing the Retail department and assisting when needed. Must have extensive knowledge of Model 1 customer base and be able to identify specific needs of individual customers. This person shall be the main line of communication to salesmen regarding progress on deals. The position will also assist on warranty claims and assure all claims are processed properly and assist when needed. Must be aware of service department policies and procedures, along with the correct procedure to open and close retail work orders. This position works under minimal supervision and reports directly to the Customer Service Manager/Operations Manager.

Who is Model 1, formerly known as Creative Bus Sales?

Since we got our start in 1980, Model 1 Commercial Vehicles has grown to become the nation’s largest dealership, representing more than 20 top manufacturers across the U.S. And we did it all by listening to and investing in customers like you. Customers who want more than a dealer. Customers who want a partner in creative solutions to the challenges you face today, and visionary thinking for what’s next.

It’s the strength of our relationships – both with customers and manufacturers – that allows us to keep a finger on the pulse of what you need and what’s possible to not just source but create together. Whether it’s custom-built vehicles or alternative fuel and electric vehicle (EV) options, you’ll have a partner from challenge all the way through solution and beyond.

Responsibilities

Below is an overview of the duties and responsibilities you would take on in this role:

• Manage day to day workflow in Excede/Procede for Internal, RV, and Retail departments
• Assign service writers work orders as needed
• Assist Service writers with warranty claims and confirming who will pay for repair
• Scan through work orders for “red flags” and assist service writers as needed
• Review work orders and make sure they are in the correct status
• Work with operations manager and maintain an accurate production schedule
• Provide additional training to service writers as needed
• Coordinate and manage work orders for all special projects
• Attend all Production and BFO (Big Fleet Order) meetings
• Effectively communicate with customers to provide updates on all escalated concerns and projects
• Assist with managing overall workload for the service writers
• Handle all overload work orders from other service writers
• Must maintain positive working relationships with vendors, customers, and employees. Work with manufacturers and warranty department to coordinate replacement part orders for timely receipt
• Must have an understanding of what work orders the service writers are working on and fill in when needed
• Hold service writers accountable for securing a pay type before work is complete
• Complete a high closure rate on service tickets in System
• Communicate all aspects of warranty issues with manufacturers to expedite approvals
• Interpret technical instructions to reach a favorable outcome
• Obtain prior approvals for all warranty claims with various manufacturers.
• Maintain open communication with all repair facilities, obtaining estimates for needed repairs and providing preapprovals to vendors
• Aid in development and implementation of processes geared toward improved success of the warranty department.
• Effectively resolve escalated customer concerns
• Challenge manufacturers for mutually favorable and fair decision making as required
• Assist in training others
• All other duties as assigned

What You Will Gain

• Competitive benefits including health insurance, paid holidays, and vacation pay
• Continuous training to provide you the opportunity to develop your full potential and be a true business partner
• Access to an expansive network of mentors and networking opportunities
• Top quality technology to assist in your daily responsibilities to allow for more efficiencies to deliver outstanding customer service

Minimum Job Requirements:

• High School Diploma or equivalent and five years of service office experience
• A passing grade on the ASE C1R test
• Four (4) or more years’ work experience specifically related to service writing/warranty or customer service
• Willingness and ability to work as a team player
• Strong verbal and written communication skills
• Strong Interpersonal skills
• General knowledge of office practices and procedures
• Self-starter, highly motivated and exhibits great initiative

Physical Requirements

• Ability to perform essential duties satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individua with disabilities to perform the essential duties of the position
• Must have good manual dexterity
• May be required to do frequent kneeling, stooping, squatting, crawling and climbing to perform multiple tasks of position
• Prolonged periods sitting at a desk and working on a computer
• Must be able to lift a minimum of 50 pounds

At Model 1, we are committed to living our core values of Solving Problems, Setting the tone, Drive Forward, Find Balance and Own it. We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.

*Company retains the sole discretion to change the duties of the position at any time.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Ability to Relocate:

• Charlotte, NC: Relocate before starting work (Required)

Work Location: In person