Service Advisor

Job Description:
JOB OVERVIEW

The role of the Service Advisor 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 should use a consultative approach, including providing a repair recommendation.
KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

- Authorize mechanical repairs on behalf of Wheels’ Clients

- 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.

- Escalate all Client approvals to team lead or mentor, when appropriate

- Document Client savings

- Clearly and accurately document transaction in activity log

- Submit all component failures repaired at dealerships to the warranty team that qualify for goodwill adjustments.

- Adhere to contact center 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.

- Desired Behaviors:
- Reliable

- Adaptable

- Decision maker

- Team player

- Results oriented.

- Cooperative

- Adaptable / flexible

- Supportive of decision making

- Delivers on commitments.

- Remain educated and involved in industry activities.

- Able to work flexible schedule to support hours of operation (may include weekends)

LEADERSHIP RESPONSIBILITIES
- This position has no managerial responsibilities.

COMPETENCIES - SKILLS

- Technical knowledge of automotive repair

- Customer service oriented

- Clear, concise communication, both verbally and in writing

- Creative and efficient problem solving

- Negotiation

- Experience with industry labor guides, such as AllData

- Ability to interpret Client specific instructions.

- Proficient in Windows and Microsoft Office (Outlook)

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

- Fleet industry experience a plus

- Some college preferred

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.

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Integrity – Always act with integrity and honesty.

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One Team – Treat others with dignity and respect; act as a cohesive, inclusive and accountable team that is making a difference.

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Innovation – Drive continuous improvement, spark creativity and embrace next generation thinking.

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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:

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Discipline Drives Quality – Plan the Trip: Think proactively, hold a high bar, follow through by leveraging experience and systems. To produce quality outcomes, we must be intentional and deliberate