EMKAY Maintenance Advisors are primarily responsible for managing the approvals of repairs on our fleet vehicles in addition to providing high quality customer service to all customers, drivers and vendors. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Ideal candidates will be extremely detail oriented, well organized, and able to prioritize work duties in a fast-paced environment. They must also be very reliable and a self-starter who can work with minimal supervision. The ideal candidate will have the ability to process large quantities of work in an error-free environment. They must have strong communication and telephone skills in addition to being well versed on the use of a computer. After successful completion of training and reaching department established performance levels the Advisor may elect to work from home based upon established department guidelines. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions. The requirements listed below are representative of the knowledge, skills, and/or abilities required for this position:
*ESSENTIAL DUTIES AND RESPONSIBILITIES*
-Advanced comprehension of automotive and truck technical material and repairs
-Ability to use technical knowledge to identify relevant details, facts, and specifications
-Ascertains automotive repair and service issues by listening to maintenance shop’s description of symptoms; clarifying the description of problems; checking vehicle maintenance records; examining service schedules
-Negotiating with repair shops on the cost of recommended repairs
-Provides purchase orders for maintenance authorization and obtains approval as needed
-Enters purchase order into the repair authorization system
-Maintains customer rapport by explaining estimates and providing recommendations
-Verifies warranty coverage by examining manufacturer programs and historical data
-Maintains automotive service records by documenting driver and shop correspondence as well as shop recommendations and corrective actions planned
-Resolves fleet manager and driver issues
-Audits vendor’s invoices for accuracy and processes for prompt payment
-Documents cost savings from point of sale negotiation and invoice auditing
-Resolves billing discrepancies with vendors
-Provides clients with innovative recommendations to manage repair expenses
-Mediates on behalf of the client when repair facilities perform substandard repairs
-Updates job knowledge by participating in educational opportunities
*Subject to change based on department and corporate needs*
ADDITIONAL DUTIES AND RESPONSIBILITIES
-Assists in the overall department customer service effort through pleasant, articulate telephone manner when speaking with customers, drivers, vendors, and EMKAY employees
-This position requires a team player that can interact, research, and respond to requests for information and services from personnel in other EMKAY departments in the same timely and accurate manner as that given to outside customers.
-Ability to cross-train to perform duties in a backup role for other Maintenance department personnel and in turn will cross-train other employees as a backup for own job duties.
-Performs special projects and duties as assigned by the management
-Provides exceptional external and internal customer service
-Adheres to department standards at all times
-Remains flexible and adaptive to changes within the department and organization
-Listens and effectively communicates with all levels of staff
-Maintains regular and predictable attendance
-Ability to type quickly and accurately
EDUCATION AND EXPERIENCE
-Minimum of a High School graduate or equivalent work experience.
-Technical degree in automotive repair field is preferred
-Current A.S.E. certification is required.
-Prior automotive, fleet leasing, office and customer service experience is a plus.
-Word processing training or experience and spreadsheet training or experience helpful.
-Ability to accurately type a minimum of 25 words per minute
-Strong verbal and written communication skills
-Ability to work without constant supervision
-Research and problem solving skills
-Ability to anticipate, recognize, and define problems while formulating solutions
-Effectively Interact with customer executives, managers, and vendors
-Decisiveness with ability to discern issues that need to be referred to a supervisor
-General arithmetic skills