Service Estimator/Service Administrator

We offer a full benefits package for eligible employees including:

• Medical, Dental, Life, and Disability Insurance
• 401(K) with company match following your one-year anniversary
• HSA match up to $800 per year
• FSA
• Paid Time Off, Sick Time, and 6 Company Paid Holidays

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Greet customers who enter the location.
• Interview clients in a professional manner to determine the needed repairs.
• Obtain all necessary information from the customer to establish a business relationship.
• Support customer calls from the field in a timely manner.
• Provide quotes/estimates on a timely/manner.
• Create a Repair Order (RO) by identifying current vehicle condition, estimated repair time, getting quotes/estimates from the shop, if necessary, supply any supporting documentation, and obtain work authorization.
• Answer service calls and deliver timely updates to clients regarding status updates on work being performed and scheduling work.
• Continue to drive open Repair Orders and continue to follow up with customers based on scheduled intervals until the customer is here to pick up their equipment.
• Monitor and update Uptime Pro for Next Tasks and other communication needs after the Express Assessment and First Communication are made.
• Engage internal subject matter experts as required to solve customer problems.
• Engage Service Foreman, Service Advisors, and Technicians to develop valuable communications for our customers.
• Communicate with the Parts Department to complete service/RO.
• Communicate with Shop Foreman and Manager on pertinent RO information and updates.
• Document each call in Uptime Pro and fully define the conversation for future communications.
• Follow-up with customers with pending approvals for estimates and with updates to approved work as needed.
• Follow up with customers as scheduled intervals become due and provide them with reasonable expectations for further communications and work completion.
• Summarize recent calls in a weekly quality meeting to identify opportunities for improvement.
• Participate in post service customer satisfaction surveys.
• Review work performed with client and collect payment.
• Communicate with customers by quickly responding to inquiries.
• Quality Control of services provided on Truck and Trailer finished products.
• Assisting Service Manager and Foreman with multiple tasks.
• Assist in daily payroll auditing for shop employees.
• Ability to obtain and prepare literature from manufacturers for technicians and foreman to perform diagnostic techniques.
• Additional duties as assigned.

WORK ENVIRONMENT & PHYSICAL ABILITIES:

• Required to perform work inside and outside, in all-weather situations, at the shop division location.
• Requires frequent sitting, standing, balancing, bending or stooping for prolonged periods of time.
• Manual dexterity, fine manipulation and the ability to reach with hands and arms and lift up to 80 lbs.
• Must be able to operate simple to complex and heavy-duty machinery.
• Normal range of hearing and vision.
• Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
• Requires eye-hand coordination sufficient to operate machinery such as a truck or a forklift.
• Requires frequent standing, bending, or stooping for prolonged periods.
• Requires working in areas which are not ventilated or air-conditioned.
• Requires the ability to read various printed and electronic reports, computer terminal screens; etc.
• Work with the team on continual improvements to processes and procedures.
• Maintain a clean and safe work area, maintain and wear all required person protective equipment.
• Ability to work in a fast-paced environment with constant demands and shifting priorities.
• Requires multi-tasking on many projects at once.

REQUIRED EDUCATION, EXPERIENCE, KNOWLEDGE & SKILLS:

• High school diploma or equivalent.
• Valid Driver's License and MVR in good standing.
• Customer Support with problem solving experience.
• Quality Systems understanding- ISO 9001-2015
• Vehicle knowledge-transportation industry experience.
• Willingness to learn-ensure customer satisfaction.
• Experience diagnosing diesel trucks is a plus.
• Heavy and medium duty truck industry experience is a plus.
• Excellent verbal and communication skills.
• Ability to successfully complete a General Abilities Assessment and pass a post-offer background check, physical and drug screening.

JOB DETAILS:

• Type: Hourly
• Compensation Range: $24.00 - $28.00
• Bonus Eligibility: Yes - After 90 Days
• Reports To: Service Manager
• Shift: 1st Shift
• Closing Date: When Filled