Senior Service Advisor-Afternoon Shift

GoRight is a Canadian Company, an innovator in the transportation maintenance industry. For the past 20 years, we have provided our customers with exceptional and transformative fleet maintenance solutions. We believe that working with leading-edge technology in our Service Centres 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.

WHAT’S IN IT FOR YOU?

• Excellent industry leading pay
• Excellent industry leading benefits - featuring 100% reimbursement on medical and dental, vision, AD&D, STD/LTD, Life and Dependent Life Insurance
• RRSP Program including employer contribution match
• RESP & TFSA Program
• Employee Assistance Plan
• CareerPath - Company paid personal and professional development
• Mentorship Opportunities
• Online Training Library
• Annual Boot Allowance
• Weekly 50/50 draws
• Appreciation Events
• Service Award Recognition
• Safe, clean, bright, and organized work environment
• Open, inclusive culture
• A great place to work!
  
  

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
• 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
  
  

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
  
  

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 communication skills
• Strong computer skills (MS Office, maintenance software system familiarity, communications software, etc.)
  
  

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 [email protected]