Service Advisor Job Description and Responsibilities Service advisors provides a connection between a customer and a business. Taking the customer's needs into consideration, a service advisor facilitates the transaction between the customer and the company. You will need excellent communications skills and knowledge of record keeping and computer programs. An effective service advisor brings competence to a customer's experience by coordinating the transaction and orchestrating the job priorities with the technicians.
• Maintain the Rocky Mountain promise in everything you do.
• Understand all standard operating procedures, follow the RMTC incoming process on all calls.
• Report to work on time so that the phones and office is occupied during business hours.
• Responsible for making sure the technician is set up for success. (Assigned to all labor lines, Parts requisitions are approved and being picked up or delivered)
• Customer Service: Must be customer oriented with the ability to adapt/respond to different types of characters
• Establish relationships, know your customers first name then speak to him/her by name.
• Build sustainable relationships of trust through open and interactive communication
• Go the extra mile to engage customers
• Attempt to persuade customer to reconsider cancellation or deferral of work, sell products or services
• Make all customer calls between 10:00 am and 2:00 pm Daily. This includes follow up calls.
• The service advisor will never give an ETA without the service managers approval. This is to ensure the entire team agrees on the ETA.
• Update all paperwork pushing it through the systems on Mitchell. All Work orders need to be in the proper “In the Process” category immediately.
• Estimates should be presented to the service manager within 2 hours of diagnosis.
• All Estimates presented to a customer MUST have a price on every material item with appropriate labor looked up in Pro-Demand. Estimates should be completed with accuracy using Pro Demand and add our buffer of 30%. (Just like parts labor is divided by .70)
• Working hand in hand with the parts manager or assigned parts specialist. This includes giving them all the information needed for them to be successful sourcing.
• Responsible for making sure all technicians are clocked in/out of EACH labor line with accuracy.
• Understanding and Documentation of the 3 C’s (Complaint, Cause, Correction)
• All parts are received to the work orders immediately upon delivery, with the appropriate margin calculated.
• Hold the technicians accountable for all inspections identified with the concerns. This includes the 31-point Rocky Mountain, Report Card.
• Breakdown Coordinators will handle all Road Service called into the call center from Cradle to Grave. Service Advisors will assist the coordinators in finding parts or any other areas that the coordinator needs to take care of the customer.
• All work orders are required to have the following:
• Internal notes with good explanations, sticky note
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• Authorization note that tells us who and what is approved. The Service Advisor must inform the customer of any changes to the work order with and updated final price. These are time stamped and very important.
• The Service Advisor will never delete any Required Additional Service packages that are added to the work order specific to the original concern. These items are a required part of the repair. This is also the rule for all Required Inspections, the service advisor must ensure the technician completes these inspections.
• It will be the service advisor’s responsibility to update and get all approvals from any third-party administrators.
• Finalizing WOs:
• Once any work order on account has been completed the work order will be ready for invoicing within 24 hours with labor and material set per the below standards
• Also, all Cash Customers must be invoiced properly ensuring the following:
• All labor is accounted for via the labor tab and all material item’s margins are appropriate via the Analysis tab.
• Ensure that the Tech notes are placed on all completed WOs.
• This includes finalizing the work order for manager approval and submission for the VP approval for invoicing.
• The Service Advisor will be responsible for monitoring the WIP daily ensuring all equipment and work orders are accounted for. This includes keeping the scheduler and priority screens updated. This is whether the WO was created by the Service Advisor. Any Service Advisor on duty must know everything going on with each
• The Service Advisor must maintain an ongoing handover email with specifics to the overall status of each WO in progress and emailed to the shop’s email at the end of their shift. This will be managed by the Branch Manager.
• Whoever answers the phone for a road call or truck center work order must take care of the customer completely through the incoming process.
• The service advisors as a team are responsible for the cleanliness of the service office both sides of the counter. We need to present ourselves as professional in every way.
• A service advisor must be in the office attending to customers and calls, at all times. Both service advisors cannot be outside of the service office at any one time. Service writers are to rotate lunch breaks and breaks so that there is always one service writer Service Writer/office personal are not permitted in the service area at any time, communications with technicians, customers should be done via Dial Pad, Teams, Phone or office
Available.
• Service writer is to collect the unit keys at time of agreed upon services, technician to collect keys from the service writer to move the unit into the bay. Keys must remain locked up until invoice is collected
• No customers permitted in the service area for any reason!