Maintenance Service Advisor
Summary
The responsibility of the Maintenance Service Advisor will be a liaison between Driver Managers / Drivers and our Service Leaders, ensuring customer satisfaction by accurately documenting vehicle issues and providing clear communications on recommended services and repairs throughout the entire maintenance process. This role requires excellent customer service skills, strong organizational abilities, and technical knowledge.
Education and Experience
1. High School diploma and 2-4 years of experience in a customer-driven environment is required.
2. Experience working as a Service Advisor within a dealership or maintenance shop is extremely helpful, but not required.
3. Experience in the commercial motor vehicle (CMV) transportation industry is highly preferred.
4. Experience using maintenance management type software for scheduling technicians and creating work orders is preferred.
5. Customer-focused with a commitment to providing exceptional service.
6. Must possess a high level of stress tolerance and the ability to multi-task.
7. Strong interpersonal skills; able to establish trust and rapport with all levels of staff. Able to relate effectively to diverse cultures.
8. Strong planning and problem-solving skills; able to identify and resolve problems promptly.
9. Must be proficient in responding to internal and external customer situations, responding to customer needs as required.
10. Excellent organizational skills and ability to manage and prioritize workload in a fast-paced environment.
11. Must demonstrate a proactive commitment to ATS corporate values and the success of all staff.
12. Proficient in Microsoft Office (Word, Excel, and Outlook) required.
13. Excellent communication skills (written, listening and verbal).
14. Willing and able to travel infrequently, including overnight travel.
Essential Duties and Responsibilities
1. Serve as the liaison between Shop Service Leaders, Driver Managers and the Drivers, providing a high level of customer service while enhancing the Driver's experience.
2. Coordinates workload by scheduling service appointments and unscheduled repairs to fit shops labor capacity.
3. Point of contact for drivers to meet each of their maintenance needs. Document customer concerns and vehicle issues accurately.
4. Greets Drivers at service window and responsible for incoming and outgoing communications (Telephone, emails etc.) throughout the maintenance and/or service event.
5. Communicate with drivers and/or Operations staff regarding the status of vehicle/equipment maintenance and repair jobs.
6. Produce and build work orders ensuring all tasks and campaigns are assigned in a timely manner.
7. Follow up with customers after service to ensure satisfaction.
8. Understands and consistently performs in accordance with ATS Mission, Vision, and Values.
9. Support ATS' culture by aligning actions, behaviors, performance, and decisions in accordance with the Company's values as set forth in our All-Employee Competencies.
10. Complete work responsibilities outside of normal business hours as needed and infrequent travel may be required.
11. Perform other duties and responsibilities as assigned.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
This position performs work primarily in an office setting.
1. Constantly in a stationary position and occasionally will move around.
2. Constantly operates a keyboard and mouse and constantly utilizes a computer monitor(s).
3. Constantly conversing with internal and external customers in person or via phone system.
4. Exposure to the following due to walking on the shop floor:
a. Loud noises intermittently requiring hearing protection.
b. Temperature extremes intermittently due to outside weather conditions.
c. Dirt, dust, grease, chemicals and odors intermittently.
d. Situations requiring eye protection and steel toed boots.
EEO and Affirmative Action Statement
It is the policy of the ATS to provide for and promote equal employment opportunity in employment compensation and other terms and conditions of employment without discrimination based on age, race, creed, color, national origin, gender, sexual orientation, disability, marital status, Vietnam Era Veteran status, genetic predisposition, or carrier status.
The ATS designated person for issues concerning Affirmative Action/Equal Employment Opportunity is Director of Human Resources at 320-255-7400.
ATS is committed to assuring equal employment opportunity and equal access to services, programs and activities for individuals with disabilities. It is the policy of the ATS to provide reasonable accommodation to a qualified individual with a disability to enable such individual to perform the essential functions of the position for which he/she is applying or in which he/she is employed.
The policy applies to all employment practices and actions. It includes, but is not limited to, recruitment, job application process, examination and testing, hiring, training, disciplinary actions, rate of pay or other compensation, advancement, classification, transfer, reassignment and promotions.