Service Advisor - Canada

Job Description:

JOB OVERVIEW The role of the Maintenance Advisor II is to manage maintenance repairs of automobiles, light, medium, heavy-duty trucks, and equipment on behalf of Wheels / Donlen and within client’s parameters. The Maintenance Advisor II will use their automotive experience and industry knowledge to review repair estimates, negotiate to ensure a fair price, and authorize required repairs while being mindful of downtime, driver safety, and vehicle compliance. The Maintenance Advisor II will document repair details and required notes while creating and/or reviewing a purchase order for approved repairs to the repair facility. When fleet authorization is required, the Maintenance Advisor II will use a consultative approach by providing a repair recommendation. KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Answer inbound phone calls and process electronic purchase orders
• Adhere to client approval limits, policy notes, and approval structures
• Review vehicle maintenance history, parts and labor pricing, and potential warranty coverage to meet client expectations
• Submit all component failures repaired at dealerships to the warranty team that qualify for goodwill adjustments
• Negotiate repairs costs to published parts & labor guides
• Clearly and accurately document transaction in activity log
• When required present maintenance recommendation to fleets through timely phone and email communication
• Authorize mechanical repairs on behalf of Wheels / Donlen clients
• Conduct proper follow up on all downed vehicles and pending transactions
• Resolve transaction discrepancies with vendors
• Document client savings
• Adhere to contact center policies, scheduling and performance metrics
• Meet department key performance indicators for productivity, quality, and client value
• General knowledge of all company departments

LEADERSHIP RESPONSIBILITIES

• This position has no managerial responsibilities.

COMPETENCIES - SKILLS

• Hands-on automotive and truck repair experience
• Technical knowledge of automotive and truck repair
• Knowledge of or hands on experience with:
• Upfitting: crane, boom, liftgates, etc.
• Diesel engines
• Air Brakes
• Trailers
• Refrigeration
• Powertrain
• Forklift
• Ability to manage truck roadside service, towing, and rentals
• Ability to independently locate qualified truck and equipment vendors based on reported symptoms
• Customer service oriented
• Accurate and professional verbal and written communication
• Creative negotiation and efficient problem solving
• Experience with industry labor guides, such as ALLDATA, Mitchell, Motors
• Ability to interpret client specific instructions
• Self-motivated and ability to collaborate
• Proficient in Windows, Microsoft Office suite, Internet browsers, and type 25 words per minute
• Understanding of basic math including addition, subtraction, division, percentages, and discounts
• Ability to adapt to changes in a fast paced and ever evolving work environment

EDUCATION AND EXPERIENCE

• ASE certifications: C1, G1 and 6 of 17 auto or truck certifications (3 must be truck T1-T8) within 24-months of being hired.
• ASE Master certification highly preferred
• Two (2) to four (4) years automotive and truck experience or equivalent technical education
• High School diploma required, some college preferred
• Associates degree or trade school equivalent in automotive, truck, or diesel technology preferred
• Truck and diesel technician experience preferred
• One (1) to two (2) years automotive experience or equivalent technical education
• One (1) to two (2) years shop experienced preferred
• Fleet industry experience a plus

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT Work Environment: This position is in Mississauga and operates in a professional office environment. Position Type/Standard Schedule: This is a full-time position, Monday through Friday. Travel: No Travel required for this position Physical Demands: Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time. Reach above head to pull paper attachments. DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our Benefits

We're proud to offer a competitive salary, extended health, dental and vison care, virtual heath, paid time off, & paid holidays, retirement with company match, exclusive discount programs, wellness programs, and more.

Pay Range:

$58,700-$82,200

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including geographic location. Final offer amounts are determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual pay offered will be determined on a case-by-case basis.

EEO Statement
 

Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.