Service Administrator

GENERAL DESCRIPTION

The purpose of the available position is to co-ordinate service calls and correspondence with customers, designate and supervise work to service technicians and complete documentation of service work.

RESPONSIBILITIES (Include but are not limited to):

• Ascertain problems and services by listening to customer's description of symptoms; clarifying description of problems; checking equipment maintenance records; examining service schedules.
• Verifying warranty and service contract coverage by examining records and papers; explaining provisions and exclusions.
• Developing estimates by costing materials, supplies, and labour.
• Preparing shop work orders (W/O) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering W/O into service database system.
• Maintaining customer rapport by explaining estimates and expected return of equipment; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns.
• Maintaining records by recording problems and corrective actions planned.
• Updating job knowledge by participating in educational opportunities; reading manufacturers' publications.
• Completing documentation and preparing invoicing for work orders.
• Understanding and preparing warranty documentation and submission to manufacturers’ for re-imbursement.
• Submitting and monitoring warranty submission to manufacturer.
• Assigning work orders to service technicians.
• Monitor and supervise service technicians work in progress, assign and schedule as required.
• Monitor and report to service technicians on time gain/loss and shop recovery and efficiency statistics.
• Work with parts department on required items and assisting occasionally in parts department if required.

QUALIFICATIONS

• Interpersonal skills and ability to multi-task for working with customers and co-workers in a professional and courteous manner.
• Attention to detail.
• Bilingual (English and French) is a significant asset, but all applicants will be considered.
• General service and parts understanding. Any mechanical experience and/or training is a significant asset.
• Computer proficiency: work involves significant use of dealership software and entry of all items into business system and on-line supplier dealer portals.
• WHIMIS certification (will be provided by employer if required).

LINES OF COMMUNICATIONS

• Applicant will report directly to the owner.
• Daily communications with the owner will be key to all decisions surrounding both customer and technician interactions.

WORKING TERMS AND CONDITIONS

• Inside, service area, North Bay, Ontario
• Monday to Friday 8AM to 5PM.
• Position is permanent full-time with anticipated start date as soon as possible.

PAY AND BENEFITS

• Full time salary rate is to be determined based on experience and/or certification.
• Paid weekly/week following.
• Benefits include health, dental, disability, critical illness, and life insurance. Premiums paid by company.

Job Type: Full-time

Salary: $760.00-$860.00 per week

Benefits:

• Dental care
• Disability insurance
• Extended health care
• Life insurance

Schedule:

• Monday to Friday

Work Location: In person