What are the responsibilities and job description for the Service Advisor position at Commercial Jet?
Job Summary
The Service Advisor is responsible for managing and maintaining all work orders in the Retail, warranty, and Internal, service departments. Position will oversee all service operations from Exede and advise as needed. Also responsible for distributing jobs to internal service writer, 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. 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.
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
Duties
- Manage day to day work flow in Excede for Internal,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 relationship with vendors, customers, and 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
- Maintain open communication with all repair facilities, obtaining estimates for needed repairs and providing pre-approvals 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
Education/Experience Required
- 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
- Computer skills (Word, Excel)
- Good typing skills
Physical Requirements
- Work will be performed both in an office environment as well as an outside area
- May be required to do frequent kneeling, stooping, squatting, crawling and climbing to perform multiple tasks of position
- Must have good manual dexterity
- Must be able to lift, push and pull a minimum of 50 pounds