Summary: Reports to the Service Manager. The Service Advisor job requires administrative, technical and sales skills. The expectation is for accuracy and timeliness related to opening jobs, posting transactions to jobs and for job closing. In addition, it is a sales position. In many cases, this position is the primary contact with our Service customers. Accordingly, the expectation is for a high level of professionalism regarding customer relations and the ability to promote all sales opportunities.
Essential Duties and Responsibilities
Include the Following: Other duties may be assigned. The Service Writer must support and comply with all policies and procedures established at the corporate or branch level. These policies and procedures include both written and understood.
- Answer incoming phone calls or walk-in customers to the Service Department with the intent to accomplish the following:
Gather information using the WBD Service documents (including the physical inspection of the unit and validating the unit serial number prior to start of repair).
Schedule new service appointments based on the nature of the complaint and shop capacity. This should be done in conjunction with the Shop Foreman (a new Service Writer will not likely schedule, but scheduling should be a normal part of an experienced advisor’s tasks.)
Open Repair Orders based on complete and accurate information before the technician actually starts working on the job.
Utilize all resources available on all units in for service to determine unit repair history and warranty coverage information.
- All customer interaction must be professional and courteous. Customer issues or complaints that cannot be addressed in this fashion should be forwarded to the Service Manager for resolution. Under no circumstances should the Service Writer engage in unprofessional argument with the customer.
- Issue and receive purchase orders for shop requested sublet repairs.
- Ensure that all outside expenses related to RO’s are charged to the appropriate jobs. Post expenses as they are incurred – especially freight. This includes: Freight, Travel & Meals, mileage, and EPA charges. The writer should be familiar enough with the jobs to identify any missing charges.
- Review current Work-in-Process (WIP) utilizing the LINQ and Service Office Dashboard continuously to ensure accurate and timely processing of all work orders. The goal is to close all work orders as quickly as possible to convert work in process into receivables. The current WBD standard regarding timeliness of job close from date of last labor to invoicing is 5.0 days. Any RO’s in WIP or on the Completed Log beyond this standard should be dealt with immediately or brought to the Service Manager’s attention for resolution. It is the Service Advisor’s responsibility to bring problem work orders to management’s attention.
- Review the AS400 totaling screen on every RO and bring any low margin jobs to the Service Manager’s attention prior to job close.
- Getting involved in billing and/or job problems in order to quickly correct errors and resolve disputes. Issues beyond the Service Writers capabilities should be brought to the Service Manager’s attention as soon as possible.
- Need to up sell. Service Writers must gain an understanding of up sell opportunities and acquire additional business whenever possible.
- A Service Writer must be fully trained and proficient in all systems and applications relating to Service operations.
- A Service Writer must monitor and actively participate in the Service process with the intent of meeting the target times, advancing the RO stages and dialoging with the foreman to do so.
- Moving labor for any reason other than an error is prohibited and should not be done. It is WBD policy that jobs should stand on their own regardless of labor margins and any evidence showing time transfer to make a job look better will result in disciplinary action.
- A thorough understanding of factory warranty guidelines is required. Understanding warranty parameters as well as the ability to allocate warranty labor and parts based on primary failed parts and factory labor operation codes is essential. Although we don’t expect Service Advisors to have the same technical knowledge as a journeyman technician, we do expect that they obtain a good general technical understanding of the units and components we service. Training is available.
Western Branch Diesel is a privately held, multi-state employer in the industrial diesel, truck, marine, and power generation business.
Western Branch Diesel has been owned and operated by the Haneman family since opening in 1946. The company culture of unwavering commitment to customer satisfaction has built our reputation as a service provider and business partner of the highest standard.
Initially working from a small waterfront shop in Portsmouth, Virginia, today we operate out of 11 branches strategically located throughout Virginia, West Virginia, Ohio, Kentucky and North Carolina, employing more than 280 team members including over 150 technicians.
Western Branch Diesel serves users of Detroit Diesel, MTU, and all other diesel engines. We also perform service on Allison automatic transmissions and all related equipment in the most professional manner possible with our highly trained staff – while maintaining our integrity and providing the most cost effective and comprehensive solutions for our customers. Above all, we strive to improve the lives of our employees, business partners, and the communities in which we live and work.
Location/Region: Ashland, VA (US)