Service Advisor/Warranty Administrator

  • Reference ID:01897
  • Post Date:March 22, 2021
  • Location:Phoenix
  • Job Type:Full Time
  • Department:Service
  • Openings:1
  • Summary:

    The Service Advisor/Warranty Administrator will be responsible for selling and scheduling needed service work in the service department. Further responsibilities include processing warranty claims.

    Service Advisor Duties:

    • Schedules service appointments. Obtains customer and vehicle data prior to arrival when possible.
    • Greets customers in a timely, friendly manner and obtains vehicle information.
    • Performs walk-arounds with customers to verify complaints and point out additional repairs that may be required, including bodywork. Specific effort to sell seasonal service specials as required.
    • Writes up customer's vehicle/equipment problems accurately and clearly on repair order.
    • Refers to service history, inspects vehicle/equipment, and recommends additional needed service including checking for any outstanding recall notices.
    • If necessary, arranges for the Lead Hand to test drive the vehicle with the customer to confirm the problem, or refers to the test technician.
    • Coordinates with parts department to order needed parts.
    • Advises customers on the care of their vehicles/equipment and the value of maintaining them in accordance with manufacturers' specifications.
    • Provides a complete and accurate written cost estimate for labour and parts.
    • Establishes "promised time." Checks with dispatcher, if necessary.
    • Obtains customer's signature on repair order; provides customer with a copy.
    • Checks on progress of repair throughout the day. Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed.
    • Reviews repair orders to ensure that work is completed and additional work and authorization is noted. Closes repair order as appropriate.
    • Keeps service department forms, menus and pricing guides up-to-date.
    • Explains completed work and all charges to customers.
    • Maintains high customer satisfaction standards.
    • Handles telephone inquiries regarding appointments and work in process.

    Warranty Administration Duties:

    • Interprets failure reports and composes claims reports in such a manner as will be properly understood by claims adjudicators at manufacturers’ warranty processing centers
    • Completes the various claim forms, properly codes failures and lists out materials as required by different vendors.
    • Looks after warranty parts to be returned to vendor or discarded
    • Closes warranty repair orders.
    • Keeps warranty schedules up to date.
    • Reviews credit notes and warranty statements for items to be posted to warranty schedules.
    • Maintains records for auditing purposes.
    • Maintains an excellent line of communication with all vendors.
  • Requirements:
    • High school diploma or general education degree (GED) essential
    • Post-secondary diploma or trade certification preferred
    • Three years related experience and/or training
    • Must be able to lift a minimum of 25 kgs or 50 lbs on occasion.
    • Must be able to walk around shop floor/parts department and sit/stand at service counter.
    • Functions well with large volume and fast-paced work environment.
    • Ability to proactively problem-solve and think logically
    • Good verbal and strong written communication skills
    • Detail-oriented
  • Additional Comments: Inland is an industry-leader in the heavy truck & equipment sales, service and parts marketplace. As a rapidly-growing company with over 1,300 employees across 35 locations in Canada and the United States, Inland offers exciting employment opportunities with competitive wages and an attractive benefits package. Only applicants selected for an interview will be contacted.

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