Service Advisor

Harvey and Company is a growing multi-site dealership that proudly represents some of the most recognizable names in the industry, including International trucks, New Holland, Hangcha, and XCMG. At our core, we understand that our team members are our greatest asset and are the key to our ongoing success.

We are currently seeking a skilled and dedicated Service Advisor to join our St. John’s team. Reporting directly to the Service Manager, the successful candidate will be an integral and vital part of the customer service experience in the manner in which service personnel interact with our customers.

This position is crucial to achieve the highest customer satisfaction by performing his / her duties in accordance with current OEM practices and our company’s and procedures.

Accountabilities

• This position will greet customers in a timely, friendly manner and obtain all specific vehicle / customer information required for proper repairs, contacting customer and invoicing.
• Providing exceptional customer service is paramount. Service advisors must greet customers, listen to their concerns, and address their questions and needs professionally and courteously.
• Thoroughly inspecting vehicles and documenting issues or concerns. This includes identifying necessary repairs and maintenance services and providing accurate estimates for the customer.
• Effectively communicate with customers to explain the diagnosis, recommended repairs, and estimated costs in a clear and understandable manner. Ensuring that customers are well-informed and comfortable with the service process.
• This position will routinely call customers to schedule work, inform customers of current offers, and discuss the repair process
• This position is responsible for the receipt and flow of all incoming work, communication with customers and constant communication with all other internal departments.
• Responsible for scheduling work for the mobile (outside) mechanics
• Write up customers’ vehicle issues and concerns or maintenance requirements accurately and clearly.
• Obtain customer signature on the repair order and provide customer a copy of the repair order.
• Must be able to understand, communicate, and evaluate all vendors. Warranty guidelines, approval processes and policies during the write up and repair process.
• Establish customers’ method of payment, Purchase Order requirements and estimate requirements if needed at time of write up.
• Investigate progress of vehicle repairs and contact customer with status changes / promise time if required.
• Ensure vehicles are parked in assigned areas, trucks are locked, and keys are tagged and properly stored.
• Explain completed work and charges to the customer.
• Keep up to date on all warranty policies and product changes to maintain effectiveness in this role.
• Have the ability to utilize Service Portal at the time of write up.
• Follow-up with customers after repairs are complete to ensure they are satisfied.

Required Qualifications

• Minimum of 3 years Technical and / or supervisory experience in the Medium / Heavy Duty truck industry.
• High degree of product and technical knowledge.
• Must be a team player with a strong sense of commitment to the customer.
• Must be self-motivated and have good written and verbal communication skills.
• Must conduct his / her self in a professional manner.
• Have the ability to work other shifts for coverage of sick days or vacation relief.

Preferred Qualifications

• Microsoft programs and applications would be useful in this role.
• Good organizational skills
• Working knowledge of International and supplier / vendors warranty policies.
• Possess valid Class A - Commercial Driver’s License
• The knowledge and understanding to communicate service maintenance requirements i.e. Oil change interval, axle lube changes, required adjustments etc.