Service Admin

THE BENEFITS:

This position provides administrative and operations support to the service department. Maintains accurate, on-time reports and records. Oversees all aspects of work orders - assures charges are posted properly and closed on a timely basis. Responsible for processing invoices, warranty and Product Improvement Claims. Delivers superior customer service, interacting with customers in a manner that promotes a positive image of the company.

Service Department Operations:

• Open work orders as directed by Service Leads and maintain control until closed and invoiced according to priority.
• Handles Repair Order charges, warranty validation & claims coverages including computation of charges, submission, and follow-up to ensure month-end closure.
• Processes all service invoices – tire service, outside vendor, etc.
• Maintains and updates the service library with information that is current, including troubleshooting software.
• Updates customer profiles using equipment, hours or other information from the customer work orders.
• Handles service department filing and records
• Files bulletins, manuals, video tapes, etc. under the direct supervision of the Truck Shop Manager.
• Maintains a clean and safe work area
• Accounts for all time on a timecard and for all materials used in performing assigned duties
• Ability to safely operate all equipment
• Follow all safety rules and regulations in performing work assignments
• Assist in parts room as needed.
• Completes other duties as assigned.

Customer Service:

• Greet customers immediately in a courteous manner
• Assist in handling customer complaints and concerns
• Be aware of and track "comebacks" and make sure the problem is corrected to the
  customer and dealership's satisfaction
• Treat customers fairly and with honesty, and demonstrate our commitment to superior
  customer service and ethical business practices

• High School Diploma, or an equivalent combination of education and experience.
• Minimum of two (2) years’ related experience and/or exposure to heavy equipment and diesel engine repair environment i.e., terminology and component codes required
• Candidate must possess a valid and current California driver's license

• Excellent time management
• Experience working in a service department
• Ability to write and work on routine reports and correspondence
• Ability to negotiate customer complaints to a satisfactory resolution
• Knowledge and experience with shop manager software or demonstrate the ability and desire to learn them
• Good computer skills
• Knowledge of office procedures
• Outstanding organization and attention to detail
• Punctual and possess a positive attitude
• General understanding of mechanical/technical terms.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel)

• Regularly lift and/or move objects weighing up to 60 pounds.
• Frequently required to stand and sit for prolonged periods of time, reach for/manipulate standard office equipment, communicate with various staff and/or reach for and manipulate objects.

• Regularly exposed to work near moving parts/equipment.
• Regularly exposed to major amounts of dust.
• Regularly exposed to a moderate to severe noise levels.
• Frequently exposed to outdoor/uncontrolled weather conditions
• Occasionally exposed to chemicals used in the manufacturing process.

Note:  Valid Driver’s License required for insurance purposes. Management retains the discretion to add to or change the duties of this position at any time.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties, and requirements, which may change from time to time based on business needs.  When appropriate, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.