Service Advisor II

Job Description:

JOB OVERVIEW

The role of the Service Advisor II 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 II should use a consultative approach, including providing a repair recommendation.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Authorize mechanical repairs on behalf of Wheels' Clients and ensure repairs are within appropriate client parameters. This will include researching pricing for parts and labor and discussing repairs with vendors and clients.
• Handles calls from drivers, vendors, shops, and fleet managers and will create purchase orders for maintenance and repairs.
• 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.
• May process invoices
• Clearly and accurately document transactions, client and vendor communications, and follow up in activity log within the system and document cost savings.
• Submit all component failures repaired at dealerships to the warranty team that qualify for goodwill adjustments.
• Adhere to contact center procedure, polices, 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.

LEADERSHIP RESPONSIBILITIES

• No managerial responsibilities.

COMPETENCIES - SKILLS

• Technical knowledge of automotive/light duty repair
• Technical knowledge of general maintenance, PM services, HVAC heating & cooling, tires, brakes (excluding air brakes), gasoline engine repair, exhaust repairs (excludes diesel aftertreatment systems) batteries, suspension & alignment on medium and heavy duty vehicles.
• Customer service oriented
• Reliable
• Clear, concise communication, both verbally and in writing
• Creative and efficient problem solving
• Ability to negotiate pricing on repairs and labor.
• Results oriented
• Experience with industry labor guides, such as Mitchell's Pro Demand
• Ability to interpret Client specific instructions.
• Proficient in Windows, Internet Browsers, and Microsoft Office (Outlook)
• Team player, collaborative, and ability to adapt.
• Ability to make decisions and be supportive of the decisions
• Delivers on commitments to clients
• Continue education in automative and trucks and keep abreast of industry activities

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 - some college preferred
• Fleet industry experience a plus

CORE VALUES

At Wheels, we believe in fostering a culture that is built on our Core Values and Guiding Principles. We cultivate a culture of excellence and innovation by upholding these values, driving our collective success and growth.

• Integrity - Always act with integrity and honesty.
• One Team - Treat others with dignity and respect; act as a cohesive, inclusive and accountable team that is making a difference.
• Innovation - Drive continuous improvement, spark creativity and embrace next generation thinking.
• Customer Success - Ensure that customer and driver success is at the heart of everything we do.

CULTURAL ATTRIBUTES

At Wheels, our culture guides us how we work every day, and we look for team members who show these behaviors: