Job Description

As a trusted Service Advisor/Writer, you will serve as a point of contact for customers during their vehicle servicing with us. Your responsibilities will include maintaining ongoing communication with customers, scheduling, providing accurate cost estimates, reviewing service history, relaying important information about repairs to customers throughout the repair process to ensure their experience meets their expectations. You will also work with the Service, Shop, Parts Manager and Service Technicians to address and resolve all customer complaints and concerns promptly, efficiently, and courteously. The role emphasizes achieving the highest level of customer satisfaction while optimizing operational performance.

Idea Candidate Traits:
    Detail-oriented with strong organizational skills
    Dependable and reliable
    People-oriented with a passion for customer interaction and teamwork
    Adaptable and flexible, thriving in a fast-paced environment
    Achievement-oriented, eager to take on challenges

Essential Job Functions:

    Manage incoming calls, screen service inquiries, and direct calls to the appropriate department, whether accounting, parts, or sales.
    Accurately document customer concerns, expectations (i.e. scope, time frame, additional work beyond routine) and service needs by listening to customers description of symptoms, clarify description of problems, and obtain customer information, unit data, mileage, and data tag photographs via phone or when vehicle arrives.
    Send Welcome Packet via email to customer if new customer. If not new customer, confirm all current customer information is up to date.
    Follow up with new customer if requested documents are not received. Once received, gather and enter customer and all unit information into the Outlook contacts, Karmak database and Incoming Service Calendar.
    Work with Shop Manager as needed to schedule service appointments.
    Prepare and print repair order (RO) by describing complaints and causes if known, as well as corrections needed.
    Prepare and print appropriate forms (i.e. degas tags, test insp. forms, 90 day PM, etc.) including completion of headers.
    Working with Service and Parts Manager, generate and submit service order estimates/quotes. Assure that all estimates and R.O.s match with similar complaint / correction information. Assure that all task #s match between R.O.s and estimates correcting any discrepancies promptly.
    Review written defect list and work beyond original scope after inspections.
    Modify existing repair orders as needed, including scope of work and additional tasks as needed and conformance with estimated and/or book hours.
    Communicate additional repairs needed to the customer based on the vehicle inspection and obtain customer approval for additional work, update RO to reflect additional work.
    Maintain accurate records of customer interactions, services performed
    Manage the R.O. (Repair Order) rack and associated schedules for incoming and ongoing work, ensuring proper organization.
    Act independently when needed and cover the Service Manager's functions.
    Monitor and communicate regularly with the Service Manager regarding daily shop scheduling and ongoing repair orders including book hours, and monitoring estimated vs. actual hours.
    Maintain the estimate/quote log to track status of estimates of upcoming work.
    Follow up with customers to ensure satisfaction and address any concerns.
    Additional responsibilities may be assigned as needed.
Skills and Qualifications:
    3+ years of experience in vehicle service and repair. Cargo tank truck/tank trailer a plus.
    Strong interpersonal and communication skills, with the ability to resolve conflict and treat all customers professionally and courteously.
    Strong knowledge of vehicle maintenance and repair procedures
    Excellent organization and time management skills, with an attention to detail.
    Effective communication skills, both verbal and written.
    Proficiency

How To Apply

If you are interested in becoming one of L.W. Tank Repairs valued team members, we encourage you to submit your credentials to our Human Resource team at hr@lwtank.com and call 508-234-6000 and speak to Brent.