MAXIM TRUCK & TRAILER - POSITION DETAIL

Service/Waranty Coordinator Br R

Location: Regina, SK
Job Type: Full Time
Close Date: 11/20/2012
Description:

Position Summary

 

Provides front line customer service, including high quality customer service and vehicle/trailer intake, liaising between shop and the customer during the work process and ensuring the proper procedures are followed when returning the vehicle to the customer in order to ensure long-term customer relationships and profitable work for Maxim.   Will also review and close Lease and Rental repair orders and any stale-dated open repair orders to ensure complete, accurate, and timely invoices. 

 

Responsibilities

 

  1. Service Coordinator:  (70%)

 

  1. Intakes internal and external customer requests through a variety of methods (phone call, tow truck driver, in-person, email, PM schedule for service contract customers, etc).  This includes:   

 

  • Collects customer and vehicle information (kms/miles, names, unit #, primary decision maker, etc)
  • Records customer complaint and general category (e.g. comeback, emergency, maintenance, undiagnosed issue, a ‘demand’ repair without confirmation)
  • Records customer’s availability for drop off and approximate time it will take to repair the unit
  • Investigates who will be paying for the repair (e.g. customer, warranty, credit).  If customer has credit with a financial company (e.g. Fargo Wells, GE), obtain a PO or work authorization up front.
  • If repair may be warranty, ensures with Service/Warranty Administrator.  If so, attach warranty procedure obtained from ISIS onto the work order.

 

Performance Coaching Standards

  • Resources are available prior to booking appointments (e.g., a part for a ‘demand’ repair, correct technician available)
  • Complete and accurate information is gathered prior to invoicing stage
  • Inputs appointment information in the Service Log or in larger shops provides information to the front counter Supervisor
  • Follows CSP training guidelines
  • Obtains PO or work authorization if needed to ensure the work completed will be paid for
  • Obtains accurate and complete information in order to provide customer service promised
  • Pre-booking of work does not exceed 60-70% of shop capacity work

 

  1.  Intakes the unit upon its arrival at Maxim:

 

  • Checks for history in Karmak for previous repairs of same nature and if the repair will be warranty.  If unit in for similar repair, there may be a larger problem with the unit.
  • Confirms information received in initial customer intake and additional information required ( e.g. cab card)
  • Determines if service shop assistance prior to customer leaving that will decrease customer’s overall wait time (e.g. an easy/quick check; road test, etc.)
  • Conducts in-depth interviews for all complaints outlined in the front counter questionnaires
  • Determines if the complaint may fall within warranty parameters determined by vendor parameters (alerts shop with ‘potential warranty’ stamp)
  • Documents information received. Informs customer how/when to receive information on progress Receives keys and parking location of vehicle. Reviews the work order and obtains a signature
  • Up-sells to customer including advising them of recalls (through ISIS) or upcoming maintenance requirements at a time that is convenient for the customer

 

Performance Coaching Standards

  • History is checked for every unit and problems are caught
  • Follows CSP training guidelines
  • Obtains accurate and complete information in order to provide customer service promised
  • Advises shop Supervisor of specific customer concerns ( e.g. dirty seats in vehicle last time they picked up their truck)

 

  1. Communicates with customer at pre-arranged times or when shop report varies from our promises or upon confirmation of the customer’s complaint or upon complete of a quote or work.  

 

Performance Coaching Standards

  • Proactively provides accurate information to the customer, presenting it in a positive and empathic manner.
  • Obtains necessary approvals from customer and relays their questions to the shop supervisor.
  • If information is not received from shop on a timely basis, will request it.
  • Quotes finalized are complete and accurate
  • There are no surprises for the customer upon their arrival to pick up their vehicle.

 

 

 

 

  1. Performs unit pick-up process by checking credit in advance of customer arriving, logging job as complete in Karmak, having an invoice prepared for COD customers, obtaining payment (as required) and customer signature on reviewed repair order. Explains work completed to customer and directs them to the correct location of their unit with their keys.  

 

Performance Coaching Standards

  • All possible paperwork is completed prior to customer arriving to minimize their wait time.
  • No unit is released to an internal or external customer until payment is secured.

 

  1. Performs related duties such as: 
  • Sharing information in a front counter shift change
  • Following instructions provided by credit department on customers whose anticipated work will be higher than their credit limit
  • Receiving email from Parts department when ordered parts have come in, notifies customers and schedule a new appointment within 21 days to avoid restocking charge.  Notifies the shop / front counter Supervisor when the unit is scheduled to go back into the shop
  • Arranging for and coordinating sublet work
  • Updating records on-line
  • Notifying Rental Dept. immediately if a rental unit arrives, what is wrong with the unit, and when the repair will be finished

 

Performance Coaching Standards

  • Communicates via service logs / RPM to ensure no information is lost between shifts or departments
  • Customer contact provides Maxim with meaningful information on customer satisfaction and concerns and up coming work as per the assigned schedule
  • Rentals aware of units coming into the shop

 

  1. Depending on the other positions available on the shift, may be responsible for Shift Supervisor duties which include supervising staff, delegating repair work to Technicians, and reviewing open work orders with Technicians for completeness and accuracy.

 

Performance Coaching Standards

  • Performs those duties according to the job duties and performance standards of those duties

 

  1. Warranty Administrator:  (30%)

 

  1. Submits Leasing & Rental warranty claims, by inputting accurate and completes information using the manufacturer’s forms; processes and coding; and files and retains warranty service records by manufacturer.  Also files warranties, checks warranty coverage on customer vehicles in shop & checks for open recalls & AFC.

 

Performance Coaching Standards

  • Ensures accurate and complete warranties are submitted according to guidelines. 
  • Accurate and complete information when technician time exceeds the standard.
  • Investigates and problem solves by identifying the issue, drawing on resources, determining alternative solutions and fixing
  • Learns from claims rejections/resubmissions to prevent the situation in the future
  • Claims submitted within 30 days after approval to submit from International has arrived.
  • The total policy dollars that have been received from International are expected.

 

  1. Checks open work order list weekly (retail & leasing/rentals).  Investigates to work orders over 30 days old and works to close by:

 

  • creating invoices based on information collected
  • deciding if service/parts should be written off following company guidelines
  • reconciling sublet accounts and “splits” work orders so the completed work is billed and the unfinished is forwarded to the correct area for action

 

Performance Coaching standards

  • Ensures accurate and complete work orders and minimal write-off of labor compared to time allocated
  • No open work orders are older than 30 days
  • Service Administrator closes approximately 20 operations/day on average over the course of 1 year
  • COD invoices are given priority and processed as soon as they are received or before the customer arrives at the front counter
  • Hard copies are accurately filed in an alphabetical/numerical file within a week of closing.
  • Phones Customer for Purchase Order (if required)
  • No more than 10% of the labour component is written off without Service Manager Approval
  • Obtains clearance from credit department prior to invoicing customers who have exceeded their credit limit

 

  1. Creates Technician training schedule – external Apprenticeship and internal  Learning Management System (LMS).  Monitors and follows-up with Technicians and Service Manager to ensure training is on track and scheduled appropriately.

 

Performance Coaching Standards

  • Records accurate and up-to-date
  • Reviews LMS training schedule monthly with Service Manager
  • Informs Service Manager on variances from the plan
  • System complies with International training standards
  • Ensures proper Technician coverage in shop

 

 

  1. Other duties as assigned

 

 

 

 

NOTE:  Responsibilities of Service Coordinator will vary depending on day vs. evening and week-end shifts.  Evening and weekends will include a greater degree of shop supervision to staff and time spent on scheduling of jobs and issuing work orders.  Day shift will include more time spent directly dealing with customers.

 

Qualifications

 

Education & Experience:

  • 3 to 5 years of technical experience in the heavy-duty truck & trailer (or related) industry to ensure a high degree of technical and product knowledge, including repair times and managing work orders
  • 2+ years invoicing experience with knowledge of debits/credits
  • Prior front-line customer service experience
  • Experience supervising employees preferred

 

Skills:

  • A team player with a strong commitment to the customer
  • Effective communication skills with varying levels of people
  • Strong problem solving and decision making skills
  • Organized, sets and manages priorities
  • Numbers oriented and shows attention to detail
  • Excellent fact finding and analytical skills
  • Basic computer experience with MS Word and Outlook
  • Exposure to a centralized billing system; Karmak knowledge preferred
  • Technical confidence

 

Other

  • Shift work is required (day & evening) & approximately every 2nd Saturday

 

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