Dunlop Truck Centres

Warranty Administrator / Service Advisor
Lethbridge, AB

Family-owned since 1964, Dunlop Truck Centres is driven by a passion for people – most importantly, our employees. With continuous training and development, our employees are constantly being promoted within the ranks moving our company forward as we grow and expand which is why we received Employer of the Year.

Our repeating customers earned us the 2017 MDA Dealer of Excellence Award that keeps our State-of-the-Art shop busy and growing.

We have invested over 50 years’ worth of commitment to our brand and customers, let us now invest in you. We are growing and need top talent to progress with us. Apply today!

WHAT WE OFFER: 

  • Family Owned & Operated
  • Award Winning Company
  • State of the Art Facility
  • Health & Dental Plans
  • Long & Short-Term Disability
  • Life Insurance
  • Critical Illness and Out-of-Country Coverage
  • Paid Training
  • Education Reimbursement
  • Bonus Incentives
  • No Sundays!
  • Flexible Scheduling
  • Great Culture
  • Tenured Management Team – Over 150 years of experience!
  • Promote from Within
  • Uniforms & Laundry Service Provided
  • Boot Allowance
  • Discounts on Parts & Services
  • Some Tools Provided
  • Company Outings
  • Community Involvement

TITLE

Warranty Administrator/Service Advisor

REPORTS TO

Service Manager/Bodyshop Manager

SUMMARY

This position will be referred to as Warranty Administrator/Service Advisor and will encompass all duties related to Warranty Administration. The Warranty Administrator/Service Advisor will perform all tasks related to warranty, including verification of coverage, completing, and filing all claims documentation, closing of repair orders, review of credit notes and warranty statements for accurate posting by the accounting department, maintenance of records for audit purposes, shipping or disposing of warranty materials as required. This position will also include creating and submitting body shop paint claims as well as assisting the Bodyshop Manager in determining warranty coverage for paint failures.

The Warranty Administrator/Service Advisor will also be required to deal with customers, both by telephone and in person. The Warranty Administrator/Service Advisor will assist the Service Manager, other Service Advisors, Shop Forman, and Technicians by opening work orders and adding job tasks when required and will enter work descriptions on the orders as well as maintain and update SRT times. The Warranty Administrator/Service Advisor is responsible for gathering and interpreting information on repair notes and quotes from the Shop Foreman and Service Technicians in order to advise the customer on recommended or urgently required service. He or she will communicate the information and quote in a professional manner, explaining the cost of repair as well as the benefits of service and the potential outcomes of postponing repairs.

The Warranty Administrator/Service Advisor will also be responsible for entering data on Express Assessment, Throughput Tracking as well as every customer interaction in Uptime Pro.  Times of communication and notes as to what was discussed with the customer are to be entered after every interaction.

CORE COMPENTENCIES

  • Service Orientation
  • Accountability
  • Communication
  • Data Entry
  • Planning and Organizing

JOB DUTIES

  • Interact with customers, by telephone, email and in person, as required
  • Interpret warranty information and policies for customers
  • Handle all aspects of the warranty claim process
  • Open maintenance orders as required
  • Enter Tasks and SRTs on work orders
  • Courteously handle customer complaints and misunderstandings
  • Stay current on parts and pricing to be able to provide customers with up-to-date product knowledge
  • Communicate with service customers to determine the nature of the mechanical problems
  • Reach agreement with customers before repairs; explain cost estimate and approximate time when work will be completed
  • Assist in cost estimating
  • Communicate the need for additional work when needed; explain the details to the customer, including the additional cost and time, and document properly on work order
  • Follow up progress of each repair order during the day, contact customers by telephone regarding changes in the estimate or time promised
  • Handle telephone inquiries regarding work in process and appointments and return phone messages promptly
  • Follow company safety procedures and help ensure that others follow them as well
  • Adhere to all company policies, procedures, and safety standards
  • Other duties as assigned

REQUIREMENTS

  • High school diploma or equivalent required
  • Knowledge of the trucking industry and related equipment
  • 5 years work experience in a related field
  • Strong customer service and troubleshooting skills
  • Ability to work well under pressure
  • Strong attention to detail
  • Able to deal with people tactfully and professionally at all times
  • Proven data entry, data editing and typing skills
  • Ability to analyze and interpret the needs of clients and offer appropriate options, solutions, and resolutions required
  • Able to respond quickly in a dynamic and changing environment
  • Able to effectively communicate both verbally and in writing
  • Strong work ethic and positive team attitude
  • Must have valid driver’s license
  • Ability to read and understand instructions and information

WORK CONDITIONS

  • Ability to work a flexible schedule
  • Ability to lift up to 50 lbs
  • Occasional travel may be required

 

Tagged as: service, warranty

Upload your CV/resume or any other relevant file. Max. file size: 50 MB.