Ignite Your Career as a Service Advisor on Vancouver Island!
BMT Group Services, an industry leader and Vancouver Island's exclusive dealer for Hino Trucks, Cummins Engines, Alexander Dennis Bus, Spartan Chassis, and Denso Parts, is actively seeking a Service Advisor to join our thriving team in Sidney, BC.
At BMT, we're not just about parts, sales, and service; we're about our people and our shared success. We're proudly part of the SSA Marine family of companies, an organization renowned for its unwavering commitment to safety and sustainability. This strong backing means significant investment in our team members and the latest technologies, ensuring a secure and forward-thinking environment. Our success is built on a foundation of integrity, diversity, excellence, and teamwork. We believe in empowering our employees and providing the expert solutions and high standards of service our customers deserve. If you're looking for a place where your contributions make a real impact and your potential is limitless, you've found it.
The Impact You'll Make
As a Service Advisor with BMT, you will be responsible for managing the customer experience and coordinating the service process from initial customer contact through completion and invoicing of the repair order. You will serve as the primary communication link between customers, technicians, Shop Supervisors, Parts, Accounting, OEM representatives and third-party fleet management companies. You will be responsible for ensuring customer concerns are accurately documented, repairs are properly authorized, work orders are complete and accurately billed, warranty and third-party requirements are followed, and customers receive timely and professional communication throughout the repair process.
Responsibilities and Activities
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Owns the customer repair order from initial write-up through completion, customer communication, authorization, final review, invoicing and payment.
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Greets customers in a timely and friendly manner and obtains all vehicle, customer and account information required to initiate repairs.
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Answers the Service Department phone and email and responds to customer inquiries in a timely and professional manner.
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Documents customer vehicle concerns, repair requests and maintenance requirements accurately and clearly on the repair order.
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Obtains required customer signatures and authorizations before repairs or additional work commence.
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Provides repair estimates and additional estimates for change orders following diagnostics and obtains appropriate authorization before proceeding.
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Obtains required authorizations from third-party fleet/finance management companies (e.g., ARI, Penske, FedEx), including required authorization numbers, purchase orders and applicable billing requirements.
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Provides customers with timely updates regarding repair status, parts delays, revised completion times and changes to the original estimate.
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Explains completed repairs, findings, recommendations and charges to customers before closing the repair order.
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Identifies and communicates preventative maintenance requirements and additional repair opportunities based on manufacturer recommendations, inspection findings and vehicle history.
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Handles customer complaints professionally and escalates concerns to the Service Manager or other appropriate individual when necessary.
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Manages the receipt and flow of incoming service work and coordinates communication between customers, Shop Supervisors, Technicians, Parts and Accounting.
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Works with Shop Supervisors to establish repair priorities, monitor job progress and identify work orders delayed by parts, authorization, diagnosis or other issues.
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Coordinates with Parts personnel regarding parts requirements, availability, backorders, special orders and parts discrepancies, and communicates material delays to customers.
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Ensures no customer-pay repairs or additional work are performed without appropriate customer or authorized third-party approval, except where specifically authorized under established company procedures.
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Reviews completed repair orders to ensure all applicable parts, outside purchases, lubricants, oils, machine charges, sublet charges and other items are accurately recorded and assigned to the correct repair order.
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Ensures lubricants, grease, coolant and all applicable shop consumables are properly applied to repair orders.
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Ensures repairs are fully documented, technician comments are descriptive and precise, and labour time is recorded before closing and billing.
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Reconciles excessive or unusual labour time with the Shop Supervisor prior to closing repair orders.
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Processes invoices and collects payment using the point-of-sale system for customers with or without charge accounts.
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Ensures all customer repair orders are reviewed, completed and billed prior to the asset leaving BMT property, unless otherwise authorized by management.
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Works with Accounting regarding customer account changes, credits, rebilling issues, outstanding balances and clearing sublet accounts.
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Maintains and files all documentation required by the Service Department.
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Understands, communicates and applies OEM warranty guidelines, approval processes and policies throughout the write-up and repair process.
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Identifies potential warranty repairs and confirms warranty eligibility and required authorization before work proceeds.
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Maintains current knowledge of OEM warranty policies, product changes, recalls and internal procedures.
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Ensures warranty repair orders contain the required documentation, technician comments, labour information, parts information and supporting records.
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Coordinates warranty claims with OEM territory service managers and other applicable representatives.
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Submits warranty claims accurately and within required timelines and follows up on rejected, incomplete or outstanding claims.
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Ensures vehicles are parked in assigned areas, secured/locked, and that keys are properly tagged and stored.
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Maintains a professional appearance and a safe, clean and organized customer service environment.
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Attends departmental staff meetings as required.
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Maintains effective communication and coordination with Service, Mechanical, Parts, Accounting and other departments to support efficient workflow.
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Supports customer retention by providing professional service, identifying future maintenance requirements and ensuring commitments made to customers are followed through.
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Works with the Service Manager and Shop Supervisors to identify recurring customer concerns, workflow issues and opportunities to improve the service experience.
Knowledge, Skills, and Abilities
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Minimum 3–5 years of experience in the medium/heavy-duty truck, bus, automotive, fleet maintenance or related transportation industry.
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High degree of product and technical knowledge or demonstrated ability to understand and communicate heavy-duty vehicle repair requirements.
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Working knowledge of Hino and supplier/vendor warranty policies and procedures.
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Working knowledge of repair order processes, estimating, parts, labour, billing and third-party authorization requirements.
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Knowledge and understanding of preventative maintenance requirements, including oil change intervals, axle lubrication, required adjustments and other manufacturer service requirements.
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Minimum Class 5 driver’s licence in good standing.
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Valid commercial driver’s licence and/or air brake certification is an asset.
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Strong written and verbal communication skills with the ability to communicate effectively with customers, technicians, management, vendors and third-party representatives.
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Familiarity with Microsoft programs and applications and the ability to learn company service and business systems.
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Excellent organizational and time management skills with the ability to manage multiple priorities and deadlines.
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Strong attention to detail and ability to review estimates, repair orders, invoices and supporting documentation for accuracy.
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Ability to understand technical information and translate it into clear, customer-friendly language.
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Professional and customer-focused manner.
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Self-motivated and able to work independently while maintaining strong communication with the Service Manager and Shop Supervisors.
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Ability to prioritize competing demands and maintain accuracy in a fast-paced service environment.
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Ability to work other shifts for coverage of sick days or vacation relief, as required.
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Team player with a strong sense of commitment to the customer and the BMT Group Services team.
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Ability to recognize issues that require management escalation and exercise sound judgment within established company procedures.
Unlock Your Potential with BMT | Island Hino
We believe in rewarding top talent and investing in our team's future. When you join BMT, you'll gain access to an unparalleled compensation and benefits package designed for your financial well-being, health, and career growth.
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Top-Tier Compensation: Competitive wages that recognize your skills, experience, and contributions, along with opportunities for wage growth and advancement.
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Robust Financial Security: Benefit from a generous 10% employer-sponsored RRSP contribution, securing your future.
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Comprehensive Health & Wellness: Your well-being is paramount. Enjoy a flexible and comprehensive extended health & dental benefits package for you and your family, plus employee wellness and assistance programs.
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Accelerated Career Growth: We're committed to powering your potential! Access continuous training programs and gain hands-on experience in an environment that champions curiosity, innovation, and developing the talent of tomorrow, today.
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Inclusive & Supportive Culture: Be part of a team that celebrates diverse perspectives and is dedicated to building a more diverse workforce, enriching our culture and enhancing our competitive edge.
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Safety First Environment: Work in a culture where health and safety are paramount, reinforced by our SSA Marine affiliation, with proactive behaviors and continuous improvements contributing to an injury-free workplace.
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Exceptional Perks: Enjoy company events, paid time off, life and disability insurance, on-site parking, store discounts, and tuition reimbursement.
Location: 9911 McDonald Park Road, Sidney, BC
Ready to elevate your career and join a leading team on Vancouver Island?
If you're a Service Advisor looking for a dynamic role with excellent pay, outstanding benefits, and a clear path for professional development backed by a globally recognized organization, we want to hear from you!
Apply today and become a vital part of the BMT Group Services team!
