OWP Engines, a division of Pacific Power Group, is looking for a Service Advisor to join our team in Signal Hill, CA.OWP is a master distributor of Perkins and Isuzu engines with full-service dealers throughout the Western United States.
OWP provides new and remanufactured Perkins and Isuzu engines for more than 160 original equipment manufacturers, offering best-in-class engines for material handling, agriculture, construction, mining, and industrial uses.
We operate the largest diesel engine remanufacturing program in North America and have been remanufacturing engines for more than 20 years.OWP Engines offers a competitive total compensation plan which includes a comprehensive benefit package consisting of medical, dental, and vision insurance, flexible spending account participation, Paid Time Off (“PTO”), as well as company-paid holidays, and a generous 401K match program.The role of the Service Advisor is responsible for processing SRO’s and Internal and External Warranty Claims within an allotted time frame to ensure maximum revenue.
Provides backup support for the Branch Operations Manager during absences.
Liaison with Shop Forman and Leads to ensure timely repairs of equipment, while in constant communication with customers.
The position requires multitasking as well as superior customer service skills.
Primary (Essential) Duties:Processes daily cash receipts and invoices, credit cards, tenders’ cash.File and maintain customer information and documents.Answers multi-line telephone calls and directs calls to appropriate team members.Reviews warranty claims to ensure accuracy and clarity then processes claim to corporate warranty department.Maintain SROs through the service process.
(Open to Close).File closed SROs in the Share file once completed.Answer all incoming phone calls or walk-in customers to the Service Department to gather as much relevant information from customer as possible.Order all parts for open SROs in the Service Department to insure fluid workflow.Open Repair Orders based on customer complaint and failure details.Monitor and actively participate in the service active log process with the intent of meeting the target times and advancing the SRO stages in conjunction with the Shop Supervisor.Issue and receive purchase orders for shop requested sublet repairs.Ensure that all outside expenses related to SRO’s are charged to the appropriate jobs.
Post expenses as they are incurred – especially freight.
This includes Freight, Travel & Meals, mileage, and EPAcharges.
The advisor should be familiar enough with the jobs to identify any missing charges.Review current Work-in-Process (WIP) daily to ensure accurate and timely processing of all work orders.
The goal is to close all work orders as quickly as possible to convert work in process into receivables.A Service Advisor must be able to process both billable and warranty SRO’s.
A thorough understanding of factory warranty guidelines is required.
Understanding warranty parameters as well as factory reimbursement guidelines is essential.All customer interaction must be professional and courteous.
Customer issues or complaints that cannot be addressed in this fashion should be forwarded to the Operations Manager for resolution.
Under no circumstances should the Service Advisor engage in unprofessional argument with the customer.The Service Advisor must support all policies and procedures established at the corporate or branch level.
These policies and procedures include both written and understood.Special projects as assigned.Knowledge, Skills and/or Abilities:Excellent written, verbal, planning, and organization skills.Good interpersonal skills, works collaboratively with multiple leaders and team members.Excellent computer skills, working knowledge of Microsoft Word, Excel, Outlook, and PowerPoint required.Ability to prioritize workload, work independently and manage time constraints.Good customer service skills and ability to work with the customers.Experience/Education Requirements:Minimum of 3 years’ experience in service department administration or similar.Must have ability to become proficient in all systems and applications relating to Service operations as described in specific job duties.Strong interpersonal, organizational, and time management skills with the ability to interact seamlessly with all levels of colleagues (both external and internal).Strong oral and written communication skills.Travel/Schedule Expectations:Traditional work schedule to include occasional evenings, weekends, and holidays to meet business needs.Occasional air/ auto travel maybe be required for training or meetings.” EEO/AA Employer/Vet/Disabled” Yaculta Companiesshall abide by the requirements of 40 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a).Yaculta Companies will not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, or national origin.Yaculta Companies will take affirmative action to ensure that applicants are employed, and that employees are treated during employment, without regard to their race, color, religion, sex, sexual orientation, gender identity, or national origin.Yaculta Companies will not discriminate against any employee or applicant for employment because he or she is a disabled veteran, recently separated veteran, active-duty wartime or campaign badge veteran, or Armed Forces service medal veteran (hereinafter collectively referred to as “protected veteran(s)”) in regard to any position for which the employee or applicant for employment is qualified.Yaculta Companies will not discriminate against any employee or applicant for employment because of physical or mental disability in regard to any position for which the employee or applicant for employment is qualified.