Service Advisor

Based just north of Harrisburg in Duncannon, PA, Rohrer Bus is a diverse transportation company that has evolved from decades of experience in school and commercial passenger transportation solutions. Over the last century, our Rohrer Bus family has helped transform passenger transportation with a product and service offering that ranks among the very best in the industry. We have achieved these abilities through long-standing and extremely valuable relationships with some of the most experienced employees, suppliers, and, most importantly, customers. Learn more about our company here: www.rohrerbus.com/company/

The Service Advisor will take charge of the day-to-day administrative tasks of the Service Department. The Service Advisor will be responsible for maintaining and processing the paper flow and the monthly reports generated by the Service Department and will be the second level of communication – phones and radios.

Primary Objectives

• Create and manage work orders, ensuring accuracy of information, ensure correct flat rates are utilized.
• Ask customer to fully describe then document problem
• Take good notes for the w/o body
• Call customers / drivers to ensure issues are explained in detail for the technician
• Research vehicle in business system, when making work order – insure not a reoccurring problem. If so, provide documentation of facts to technician.
• Confirm customer contact information in business system
• Determine means of payment (review credit limit & aging)
• Add flat rates and update information as required
• Review cause, correction narratives and work with technicians to provide additional detail as needed.
• Reasonable time charged – Any times >10 % over established flat rate must be reviewed with General Manager
• Ensure repairs are closed to proper account codes
• Proof read all work order segments
• Review parts and labor charged to each sequence for correctness.
• Sufficient descriptions from technicians
• All necessary warranty pre-authorizations documented
• Ensure appropriate freight has been charged
• Ensure there are no outstanding parts requisitions against work order
• All core charges reversed, unless cores were noted as unacceptable due to damage in narrative.
• Ensure we have customer signature and proper purchase order information on each work order.
• Sign off work order segments.
• Forward completed work orders to service office manager for final review and closing, or warranty submission.
• Research each incoming bus on-line with TBB & Freightliner, check for any PSB’s or recalls. If so, ensure completion during this visit.
• Advise customer of open PSB’s recalls
• Daily interface with parts, communicating with shop leads and service office manager when parts have arrived for scheduled tasks.
• Provide and monitor schedule for Washbay
• Customer contact & interface
• Communicate with customers, both internal and external
• Call customers / manager informing them vehicle is ready for pickup.
• Call customers for satisfaction surveys
• If customer is waiting on-site, make sure comfortable and informed
• Assist with preparation of estimates and quotes, call customers for authorizations, document customer authorizations
• Call customers on regular basis informing them of status of bus and estimated completion date. Update regularly.
• Log all customer contact and communication, noting “needs follow up” if necessary, in logging system.
• Inform customers when repairs are done, review charges
• Control vehicle keys, registration, and insurance documents.
• Daily interface with operations regarding buses out of service or service needs of fleet
• Arrange equipment shuttles as necessary
• Answer telephones, 2-way radios
• Phone in pre-authorizations (warranty approvals)
• Generate reports as required
• Monitor service department work flow, feed parts department and shop lead work orders as directed by service office manager.
• Schedule appointments (work with Service office manager)
• Communicate with back counter parts person ensuring parts are ready and available for technicians for each task assigned.
• Uniforms – Coordinate any changes, additions, deletions, problems, and adjustments with the uniform vendor.

Secondary Objectives

• Pennsylvania State Inspection – Conduct daily audits of the Pennsylvania Inspection Records, maintain Inspection Mechanic Roster, Maintain Inspection Sticker Inventory, and work with PA State Police during annual Station Audits. Copy and distribute any update bulletins regarding changes in the inspection procedures.
• Assist the Service Office Manager or Lead Technician and other shop office personnel as required.
• Back-up to Service Office Manager.
• Other duties as assigned.

Required Knowledge, Skills, and Abilities

• Keyboarding, filing, data entry, and other administrative tasks as needed.
• Analytical skills
• Computer knowledge of Microsoft Word, Excel, Access
• Must have strong mechanical background.
• Must be able to read and write and have the mental capacity to complete required paperwork and records.
• Must have a valid PA Driver’s License.
• Should possess excellent phone, organizational and human relations skills.
• Should be familiar with diagnostic software programs utilized in the service department.

Work Requirements

• Must be able to spend 10% of the day walking on surfaces such as concrete, metal, and gravel.
• Service Advisor may be exposed to hazardous materials.
• Service Advisor may spend 80% of the day, sitting and typing on a computer keyboard.

Job Type: Full-time

Pay: From $19.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Work Days:

• Monday to Friday

Language:

• English (Required)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Duncannon, PA 17020 (Required)

Work Location: In person

Salary : $19