Service Advisor

Service Advisor

Trivista Companies is a great place to work!  Trivista is an International Truck dealer group operating in 5 states. We have collectively served our communities for over 200 years and believe our growth strategy, community involvement, and emphasis on customer and employee satisfaction makes us a leader in the industry. 

We have a Comprehensive Benefit Package including Competitive Pay Rates, 401K with match, Health, Vision and Dental Insurance, PTO, Short- & Long-Term Disability. Trivista also has a commitment to safety along with a well-rounded Service Management Team that is energized regarding our role in the Transportation Industry.

Service Advisors are the liaison between the dealership and the customer.  A Service Advisor will guide the customer through the repair procedure with product knowledge, using good listening and communication skills, by gathering necessary information from the customer, relaying that to the technician, following warranty and dealership guidelines, create accurate estimates, finalize and review invoices for accuracy, along with communicating between various departments and the customer to ensure a smooth and satisfying experience for all parties involved.

SERVICE ADVISOR ESSENTIAL JOB DUTIES: (This is a list of essential job duties but is not intended to be exhaustive.  Other duties may be added or removed at management discretion. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  All duties listed may not be required at all locations.)

• Responsible for the “Write Up Process” which is a consistent approach designed to expedite repairs by:  
  • .Greeting customers with the goal of creating a long-term relationship.
  • Obtain the vehicle information, install floor mat and seat cover and install the vehicle control tags (where applicable).
  • Find truck on parking lot and tag keys and windshield.
  • Climb into cab and obtain VIN#, mileage and hours.
  • Connect to truck’s engine control module with a tablet and obtain diagnostic report.
  • Perform a walk around inspection and take photos of all sides.
  • Operate, move and park the truck on the lot.
  • Review the vehicle history and diagnostic report in the OEM web portal.
  • Review the concerns vs potential warranty coverages of all vendors.
  • Create a repair estimate with the OEM estimating system (as required).
  • Notify the customer of the needed repairs and obtain the required pre-authorizations (document contact name and date).
  • Identify the method of payment and notify the customer when the amount will exceed their credit limit.
  • Create a work order in the business management system.
  • Create a work order jacket with the required documents.
  • Review the concern, the initial direction and the authorized labor and parts with the technician.

• Monitor work in process which is designed to maintain authorizations.
  • Periodically check with the technician to determine the status of the repair and if additional labor or parts are required.
  • Update the customer with the status of the repair and obtain additional authorizations as required.
  • Note and share all of the authorizations and expectations.  
  • Anticipate pitfalls and take actions to minimize their effect on the repair.
• Invoice completed repairs which is designed to minimize work in process.
• Review repair orders to ensure:
  • The labor and parts are accounted for and retained properly.
  • The cause and correction accurately reflect the repair.
  • The invoice total does not exceed the amount authorized.
  • Request and process payments; cash, credit card, on account, Fleetcharge, policy and various other means.
  • Post the transaction in the business management system.
  • Follow up with the customer to ensure a quality repair and to develop a working relationship.
• Other duties as assigned.

Qualifications