Service Advisor I
Wheels
Canada
Location:
Mississauga, Ontario

Job Description:
JOB OVERVIEW:
The role of the MAP Advisor is to manage maintenance repairs on behalf of Wheels and within our Clients’ parameters. This specialized/technical position will spend the majority of the time negotiating with vendors on proper repair procedures, cost effective pricing, and vehicle downtime. While approving repairs on our Client’s behalf, special attention must be given to ensure specific Client instructions and approval parameters are followed. When Fleet authorization is required, the MAP Advisor should use a consultative approach, including providing a repair recommendation.

KEY RESPONSIBILITIES:
Authorized mechanical repairs on behalf of Wheels’ Clients
Ensure safety related and scheduled repairs are completed
Approve proper repair based on mileage, months in service, and prior repair history
Negotiate the cost of repair to the published fleet price or the pre-negotiated Wheels Network rates & times
Adhere to current parts and labor reference guides for parts pricing and labor times
Manage Client authorizations, limits, and instructions
Conduct proper follow up on all down vehicles and pending transactions
Resolve transaction discrepancies with vendors
Escalate all client approvals to team lead or mentor, when appropriate
Document Client savings
Clearly and accurately document transaction in activity log
Submit all component failures repaired at dealerships to the warranty team that qualify for \"goodwill adjustments\"
Adhere to contact center scheduling and performance metrics
Meet key performance indicators on quality & transactional performance (e.g. coaching/mechanical evaluations, communication, documentation, OON Fees, etc.)
Understanding of Driver Services & Network Management MAP & Collision functions
General knowledge of all Wheels departments
Other duties may be assigned

DESIRED BEHAVIORS:
Reliable
Adaptable
Decision maker
Able to attend night school for technical training
Team player
Results oriented
Cooperative
Adaptable / flexible
Supportive of decision making
Delivers on commitments
Remain educated and involved in industry activities
Able to work flexible schedule to support hours of operation (may include weekends)

SKILLS/COMPETENCIES:
Technical knowledge of automotive repair
Customer service oriented
Clear, concise communication both verbally and in writing
Creative and efficient problem solving
Negotiation
Experience with industry labor guides, such as Mitchell On Demand and Motors
Ability to interpret Client specific instructions
Proficient in Windows and Microsoft Office (Outlook)
Ability to conduct business transactions in second language (Spanish and / or French)

EDUCATION and/or EXPERIENCE:
ASE C1 and one of the following A4, A5, A6, or A7 within first 12 months
2 years automotive experience or equivalent technical education
High School diploma or equivalent required
Fleet industry experience a plus
Some college preferred

Physical Demands
Able to use desktop equipment such as telephone, calculator, computer
Able to communicate verbally and written
Able to sit and / or stand for long periods