Service advisor

Full Time Position | Weekdays | Occasional Weekend/Evening for Events

Overview
The role of SERVICE ADVISOR is a critical point of contact for the customer and represents the character of Larry’s Small Engines throughout the entire customer experience.

Actions & Responsibilities

• Be the primary point of contact for the customer during their service experience.
• Generate work orders by capturing and recording all customer concern(s) with detailed descriptions, as well as obtain supporting pictures, video, and/or supporting documentation.
• Inspect unit for any damage at time of sign in – upsell opportunities.
• Check unit service history, including scheduled maintenance completion, open cases, recalls, etc.
• Ensure the appropriate maintenance schedule is being adhered to for the unit’s age and mileage/hours.
• Schedule appointments directly with customers via in-person, telephone, text, and/or email interactions.
• Schedule jobs as appropriate to technicians to maximize production and minimize wait times.
• Work directly with the Sales team to ensure new builds/PDIs/Accessory installations are completed on time.
• Work directly with technicians to ensure required work is fully understood in order to relay findings/repairs needed to customer.
• Work directly with Parts team to ensure required parts are sourced, picked, and designated to the according job. Checking in with Parts team on any backordered items and updated timelines is CRITICAL to the efficiency of the Service department.
• Provide detailed cost estimates for each customer concern.
• Communicate repair needs with customer (via telephone, text, and/or email), using excellent communication skills and supporting media (photo/video) as required – upsell opportunities.
• Communicate repair status with each customer, weekly, until service is completed, keeping them up to speed on any new developments (eg. part was placed on backorder). Keep a record of all customer interactions on the workorder.
• Once repairs are completed, but PRIOR to contacting customer – quality check the repair, ensure all concerns have been addressed, ensure unit is clean and ready for pick-up/delivery.
• Ensure all workorders capture; 1. Customer’s Concern or Service Request, 2. Technician
• Diagnosis and Recommended Repairs, 3. Customer Approval/Decline of Repairs/Services, 4.
• Repairs/Services Performed, 5. Declined work or issues to address in future, 6.
• Recommendation for next service.
• Review all work performed with customer at time of pick-up and ensure customer is satisfied with level of service. Review next recommended service and schedule with customer, and record in service schedule, as well as set up Customer Reminders for next appointment.
• When required, follow-up with customer post-repair/service to ensure unit is running as it should and previous concerns are no longer an issue.
  Ensure technicians jobs are in order (writing up of whiteboard, etc.), and work directly with
• Lot Attendant to ensure units are accessible as needed and completed units are cleaned as required.
• Review all open workorders daily to ensure all are in-process as expected – identify any issues for resolution.
• Conduct outbound correspondence to pull-ahead work as needed to fill daily schedules (eg. fill a cancellation/no-show appointment).
  Perform online and in-house training as needed and required.

Qualifications & Requirements

• High school diploma or equivalent; Marine Engine Technician 435B, Motorcycle Technician (Red Seal) 310G, Parts Technician (Red Seal) 240P, or Small Engine Technician 435A, are strongly recommended and considered an asset.
• Working knowledge of PowerTrac system, Kenect, and BossWeb, as well as other online portals for sourcing parts, etc., is considered an asset.
• Qualified candidates will have strong communication skills and are fully committed to ensuring customers receive the best customer experience.
• Able to work independently and as a team.
• Working knowledge of general mechanics of small engines, motorcycles, and powersports is required.
• Must be comfortable with computers, eg. navigating the internet and online supports, emails, etc.
• Preference will be given to those with prior experience in a service advisor role at a powersports dealer or automotive industry.

Perks of the Job

• Competitive Pay
• Health Benefits Package, including dental
• Access to Demo Units
• Positive Team Atmosphere
• Staff Discounts

TO APPLY, CONTACT BLAKE FIFIELD, GENERAL MANAGER:

Email: blake@larryssmallengines.ca (subject heading must be “Service Advisor Position”, and resumes, references, and cover letter must be in PDF format)