Truck Maintenance Advisor

2 weeks ago(1/5/2018 7:32 PM)
Job ID
# Positions

General Responsibilities

The Truck Maintenance Advisor position is responsible for managing all aspects of the programs offered to Donlen customers. These programs include maintenance repair consultation, fuel, glass and rentals. The Maintenance Advisor will be providing guidance and service through timely communication with vendors, fleet managers and drivers by phone and email. Position is contingent to department availability/needs.
- Vehicle maintenance approvals specific to trucks.
- Accurate entry and coding into the PO system of all requested, approved, and negotiated repairs.
- Purchase order negotiation and issuance.
- Researches vehicle maintenance history, compare competitive prices, check warranty eligibility, verify requested flat rate times compared to published flat rate times.
- Maintain consistent time and / or cost savings advantage for customer.
- Check remaining time for lease termination before approving repairs.
- Prompt follow-up with fleet contact(s) and service vendors.
- Communicates with the customer the background research done to validate the vendor’s request and makes appropriate recommendations based on that research.
- Adhere to authorization policy as outlined by client.
- Fully documents specific details of approvals in the PO system.
- Problem resolution for any maintenance issue.
- Pursuit of manufacturer warranty, policy adjustment and service vendor warranty. Maintenance of current warranty coverage information. Submit all component failures repaired at dealerships that qualify for "goodwill adjustments."
- Set up new service vendors for new and existing customers in cases where an established vendor is not available and maintain service vendor relationships.
- Updating customer vehicle maintenance history (detailed record adds-PM and related).
- Correction of vehicle mileage data in all history files.
- Administer component part purchases on behalf of all customers.
- Handle calls from Drivers for assistance rental, glass and fuel card questions.
- Adhere to contact center scheduling and performance metrics (Monet and Fraser quality).
- Must be able to travel to both contact center offices.
- Advisor will handle calls for repairs/maintenance for cars/trucks.
- Ability to handle inbound Driver Call Center calls such as lost or stolen fuel cards, vehicle ordering assistance, mileage reporting, etc.

Mandatory Requirements

High School Diploma or equivalent required.
- Previous call center experience preferred
- Call center experience preferred
- Truck mechanic technical training and experience
- Knowledge of diesel engine in-frame repairs
- Knowledge of Class 6, 7, 8 drivetrain, powertrain, and brake systems
- Knowledge of Class 6, 7, 8 hydraulic and PTO systems
- Knowledge of truck equipment including cranes, pumps, lift gates
- Ability to read and comprehend instructions, effectively present information to customers, drivers, vendors and other employees.
- Excellent phone and written communication skills. Must be able to demonstrate these skills on a daily basis.
- Technical/customer service training for vehicle repair and/or equivalent work experience.
- Combination of teamwork and independence. In this role, you will be a part of a customer service team, yet you will be asked to work independently to accomplish your tasks as well.
- Detail-oriented and organized.
- Excellent negotiation skills.
- Ability to work in a fast paced environment.
- Ability to prioritize tasks and manage time well.
- Basic aptitude of Microsoft Office applications – Word, Excel, Outlook etc.
- Must be able to accurately type a minimum of 25 words per minute
- Understanding of basic math skill principals and be able to calculate percentages and discounts.
- Ability to provide sound problem solving.
- Ability to apply tools to understand and improve business processes.
- Ability to translate customer needs into actionable detailed business requirements.
- Team player with strong commitment to providing exceptional customer service.
- Ability to work in a call center environment.
- Current knowledge of automotive maintenance and repair.
- Ability to provide exceptional customer service.
- Must complete departmental training in general repair maintenance, with continued pursuit to achieve C1 and G1 ASE certifications.
- Participation in training and team meetings.
- Must be flexible with work schedule as assigned by management.
- Professional phone demeanor with clear written and verbal communication skills
Must be adept in the use of a PC, internet and email and able to grasp new software applications easily and quickly.

Donlen is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.
EEO/AA: Females/Minorities/Disabled/Vets

Preferred Requirements

EEO/AA: Females/Minorities/Disabled/Vets


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