Senior Service Advisor

GoRight Fleet Solutions
CA - Ontario - Mississauga
January 2, 2025
Management

Tomken, 6950 Tomken Road, Mississauga, Ontario, Canada Req #108

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 our Service Centres.
The role reports to the Service Centre Manager and is responsible for:

managing customer service interactions,
preparing, submitting, and revising customer quotes for Class 8 tractor and straight truck repairs 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 maintenance and repairs to accurately quote repairs and plan, schedule, and manage equipment arriving at the service centre, scheduling repairs, updating customers on completion time, and managing delivery or pick up of completed equipment from the service centre.

You will communicate regularly and effectively with customers, and regularly update the status and state of repairs to customer equipment in maintenance and communications software systems, to maintain an optimal flow of operations and customer satisfaction.
Internally, you will work closely with parts planners, shunters, foremen, and service centre management to optimize resources to achieve efficiency objectives and achieve customer promise dates.

What you'll be doing:

Quoting repairs and maintenance on Class 8 tractors, and straight trucks (and trailers, if required)
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
Following Company SOPs, SWIs, and Work Flows to ensure processes are completed accurately, completely, and on time
Adhering to Values of the Company at all times, 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 perform 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)

Your Qualifications:

Experience and certification as Licensed 310T is a must
Minimum 3 years experience as a Service Advisor at major tractor OEM service centre
Customer service training and experience
Competent in quoting truck repair, maintenance, and parts
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 and tasks simultaneously
Comfortable with working in a high pace environment
Strong organizational and time management 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 ***.

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Read the full job description and apply online on the recuiter's web-site

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