Senior Service Advisor-Afternoon Shift

GoRight is an innovator in the transportation maintenance industry. For over 15 years, we have provided customers with exceptional and transformative maintenance solutions. We believe that working with leading-edge technology in our shops is just as important as being innovators in all areas of our business. 

Working at GoRight is more than a career for our people. We are a place that lives our values and are committed to delivering exceptional results to our employees and customers. We take our values seriously and are committed to safety, quality, responsiveness, honesty, integrity, and personal initiative every day.

The Senior Service Advisor is a critical role in managing customer service interactions, preparing, submitting, and revising customer quotes for Class 8 tractor and straight truck repairs, trailers and maintenance, triaging customer equipment upon arrival, planning and scheduling of repairs, providing and maintaining customer promise dates, and coordinating return of customer equipment. You will leverage your in-depth knowledge, skills, and experience of commercial truck and trailer maintenance and repairs to accurately quote repairs and plan, schedule, and manage equipment arriving at service centre, scheduling repairs, updating customers on completion time, and manage delivery or pick up of completed equipment from the service centre. You will communicate regularly and effectively with customers and regularly update status and states of repairs to customer equipment in maintenance and communications software systems, to maintain an optimal flow of operations and customer satisfaction. Internally, the Senior Service Advisor works closely with parts planners, shunters, foremen, and service centre management to optimize resources to achieve efficiency objectives and achieve customer promise dates. 

Duties

 

• Assisting in Quoting repairs and maintenance on Class 8 tractors, and straight trucks and trailers, to customers using company forms, software, and procedures
• Scheduling repairs with customers and internal planning boards, foremen, and service management
• Triaging equipment upon arrival to confirm scope of work on repairs, updating customer quotes if additional repairs are recommended
• Pre-ordering parts upon opening work orders and receipt of customer orders using company software systems to provide part-lead-time requirements to supply chain function
• Communicating and updating customers on state and status of repairs throughout the stages of a repair
• Closing work orders within 24-48 hours of repair completion
• Following Company SOPs, SWIs, and Work Flows to ensure processes are completed accurately, completely, and on time
• Always Adhering to Values of the Company, to support an engaging and fulfilling corporate culture
• Regular attendance including arriving and departing shifts on time, being a reliable teammate
• Assisting teammates and other duties as may be assigned, contributing to performing other duties as a team player to enable the service centre to operate efficiently (e.g. assisting with trailer scheduling and work order closing, filling in for teammates, administrative and other duties as assigned)
• Dispatch mobile unit and coordinate repairs in designated yards for repairs

Key Performance Metrics

 

• Closing work orders within 1-2 business days of work completion
• Quote accuracy with target 110% efficiency
• Scheduling repairs and updating customer promise dates as required, twice daily
• Triaging customer equipment arriving within 24 hours of arrival
• Adding parts to work orders upon work order opening, within 24 hours of triage and customer acceptance of quotes, revised quotes

Ongoing Responsibilities

Daily, Weekly Responsibilities

 

• Create quotes to customers for repairs and maintenance to truck and trailers following SWI, including quoting to achieve 110%-130% efficiency, adhering to customer SLAs or standard repair times contracted to customers
• Consistently follow Service Centre Standard Work Instructions (SWI) and workflows to optimize efficiency
• Set up customer equipment in the maintenance system, as required, to be able to open work orders
• Pre-order and coordinate with parts Supply Chain function to facilitate pars availability when repairs commence on equipment
• Plan and schedule customer equipment repairs based on parts and technician availability to achieve customer promise dates and customer equipment throughput commitments
• Manage work order process as per SWIs, for timely end-to-end work order management, including creation of work orders, selecting standard jobs, entering parts pick lists, updating states of repair, and closing work orders within 24-48 hours of repair completion
• Ensure the work order status and states are accurate and updated as per SWI, twice daily throughout your shift for each repair work order
• Triage, inbound inspections within 24 business hours of equipment arrival to facility and prior to service centre entry, including gathering meter readings, VIN and unit numbers onto work orders
• Quote repairs for work that needs approval and follow up with customer for approval, purchase orders following corporate procedures and customer SLA requirements
• Ensure all requirements are met before scheduling repairs i.e. information, approvals, tools and parts as per SWI
• Identify opportunities to improve safety, quality, service efficiency
• Organize and prioritize work scheduled to come into the service centre
• Other work as may be assigned

Closing Work Orders

 

• Close work orders within 24-48 business hours of repair completion on all work orders, following SWI.
• Review technician comments to ensure clarity and proper detail of complaint/cause/correction on customer invoices
• Ensure invoices comply with customer SLA and SRT agreements
• Ensure accuracy of VMRS data, labour and parts detail on work orders
• Escalate efficiency < 110%, parts accuracy, and any other issues to Service Centre Manager for review before closing

Customer Service

 

• Provide Service Centre point of contact for customers interacting with the Service Centre
• Maintain prompt, courteous and respectful communication and presentation with customers and employees
• Communicate with customers on work order requirements, promise dates, and completion, including via communications software
• Keep customers updated on equipment status, and any changes in work scope, including via communications software

Other Duties and Responsibilities

Administration

 

• Schedule and attend staff meetings and training, after hours if required
• Other work as may be requested

Team Support

 

• Identify areas for improvement for team efficiency, harmony, and service centre operations
• Participate in daily shift startup huddles and team planning huddles throughout the shift
• Provide support to Shunter for yard tasks when required
• Keep team updated on priorities as they may change

Education and Training

 

• Experience and certification as Licensed 310T preferred
• Minimum 3 years' experience as Service Advisor at major tractor or trailer OEM service centre
• Customer service training and experience

Skills and Experience

 

• Competent in quoting truck and trailer repair, maintenance, and parts, as per Skills Matrix competency levels
• Competent in Customer Service skills to ensure professional, timely, and courteous customer interactions
• Knowledge of VMRS codification of labour and parts
• Ability to manage multiple priorities, tasks simultaneously
• Comfortable with working in high pace environment
• Strong organizational and time management skills
• Strong data entry skills
• Strong communication skills
• Strong computer skills (MS Office, maintenance software system familiarity, communications software, etc.)

At GoRight, we are dedicated to fostering a culture of belonging that enables us to serve the diverse needs of our community effectively. As part of our commitment to equity, diversity, and inclusion, we value applicants who have demonstrated a similar dedication and recognize the importance of diverse perspectives, experiences, and expertise in achieving our mission. 

We are committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment, and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities. If you require an accommodation, please email us at careers@gorightfleet.com

Other details
 

• Job Family Operations
• Pay Type Hourly
• Employment Indicator Permanent

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