The Service Advisor is the main liaison between the Schneider National drivers and the shop. This individual will have the ability to talk professionally with the driver, diagnose the equipment, and make appropriate repair decisions. The Service Advisor will estimate the repair times in order to provide reliable information to the driver and the line of business regarding the availability of the equipment and create accurate electronic work orders for the shop. The Service Advisor also provides support in other areas such as sublet, parts, and direct equipment repair.


Job Requirements

DUTIES AND RESPONSIBILITIES:



1. Support the Drivers in a highly professional manner so as to enhance the Drivers experience and be the liaison between

the shop and the driver.



2. Consistently executes the eight tenants of Service Writing.

- Physically inspect the equipment

- Create accurate repair time estimate for each WO

- Complete on the spot repairs

- Create a complete and accurate WO, ID who’s paying for the repair

- Verify that the parts are in stock

- Determine accurate needed by time

- Inform the Driver, before he / she leaves the counter, when the unit will be in the shop and when the work will be complete.

- Proactively schedule the shop and assign the work [working with the Floor Leader]



3. Coordinate and schedule service (including vendors), and give an accurate start and completion time to the driver.



4. In cooperation with the Shop Floor Leader, assign work to the mechanics with the goal of assigning the right work to the right associate.



5. Decide if the work demand cannot be completed within the Schneider guidelines, and involve the Shop Floor Leader to make other arrangements.



6. Educate/Train Driver’s on the operation and features of their equipment and Schneider repair stances.



7. Answer all incoming calls and communicate with the leadership team by radio and/or e-mail when person to person is not possible.



8. Update the Work Order Management screens so accurate Estimated Completion Times (ECT’s) can be given to drivers. Attention to detail is a must.



9. Complete Independent Contractor estimates and create work orders for IC repairs.



10. Support local parts purchases.



11. Coordinate load events with Customer Service and Operations.



12. Communicate with the driver when equipment is available.



13. Periodically, work on Schneider equipment





MINIMUM REQUIREMENTS and QUALIFICATIONS:



1. Must have a technical background, automotive and/or diesel experience is required.



2. Must meet the minimum requirements of a Senior Mechanic



3. Experience with computers, good keyboarding skills, and be familiar with Windows.



4. Technical reading aptitude (i.e. electronic service bulletins; repair manuals).



5. Must have a valid driver’s license, though commercial driving experience and a working knowledge of driver hours of service rules is preferred.



6. Excellent customer service, oral and written communication, and teambuilding skills.



7. Demonstrated planning, organizing and prioritization skills.



8. Must possess high level of stress tolerance and ability to multi-task.