Service Advisor

Inland Group; Mesa (AZ); On-site; USD 50,000 - 72,000; Full time

Benefits offered by this job

Medical

Vision

401k

Flexible Savings Account

Health Savings Account

Long Term Disability

Short-Term Disability

Life Insurance

Training opportunities

Job summary

Inland Kenworth in Mesa, AZ is seeking a Service Advisor to manage service check-ins, scheduling, estimating, and follow-up with customers throughout the repair process.

You will advise on proper vehicle care and review repairs, aiming to exceed customer expectations in a fast-paced dealership. Prior automotive service experience helps, and training is provided for the right candidate.

Qualifications

• 3+ years related experience and/or training in service advisory.
• Strong customer service approach and ability to explain repairs.
• Excellent verbal and written communication.
• Able to lift up to 25 kg (50 lbs) and work in a shop environment.

Responsibilities

• Greets customers at their unit and ensures satisfaction.
• Handles phone inquiries regarding appointments and work in progress.
• Performs walk-around inspections and notes required services.
• Tests and confirms problems with customers as needed.
• Follows OEM warranty procedures when applicable.
• Documents repair needs clearly on repair orders.
• Sets expectations and updates the service system with details.
• Communicates changes in estimates or times and seeks authorization.

Skills

Interpersonal skills

Team player

Sales approach

Problem solving

Verbal communication

Written communication

Time management

Mechanical aptitude

Organizational skills

Education

Post-secondary diploma or trade certification

Tools

Service dept computer system

Job description

Inland Kenworth is an industry leader in the heavy-duty truck sales, service, and parts marketplace. When we say we’re ALL IN, we mean we’re all in on you and your career.

We are a great place to work—with competitive pay and benefits, mentorship, growth opportunities, and a culture that prioritizes teamwork, safety, and community support. We are committed to embracing new technology, ensuring that we stay at the forefront of innovation in our industry. With over 2,000 employees across 50 locations in North America, we provide exciting employment opportunities that can drive your future growth.

Join us at Inland Kenworth and go ALL IN on a career that has it all.

This position is located at our sales and service dealership in Mesa, AZ.

THE OPPORTUNITY

The Service Advisor will be responsible for service check-ins, scheduling, estimating, selling, updating, and following up with customers during the entire service process. Further responsibilities include advising customers on proper vehicle care and reviewing final repairs performed.

In this role, you will be at the forefront of Inland’s commitment to provide the highest standard of service to all our customers. Service Advisors will lead The Inland Way of understanding needs, proactivity, and exceeding customer expectations.

Prior experience as a service advisor in automotive, truck or equipment service repair would be an advantage. And we can train you to the industry if you have a strong customer service approach.

YOUR RESPONSIBILITIES

• Greets and welcomes customer at their unit in a timely manner while maintaining high customer satisfaction standards
• Handles telephone inquiries regarding appointments and work in process
• Completes walk-around inspection including vehicle/equipment, and recommends additional needed service including checking for any outstanding recall notices
• Arranging for the Lead Hand to test drive the vehicle with the customer to confirm the problem, or refers to the test technician
• Determine and follow OEM warranty procedures
• Writes up customer's vehicle/equipment problems accurately and clearly on repair orders
• Sets expectation with the customer and inputs information into service dept computer system
• Determines path of repair while verifying accuracy of repairs and documents
• Contacts customers regarding any changes in the estimate or promised time, explains cost and time requirements in detail, and gets proper authorization before any additional repairs are performed
• Advises customers on the care of their vehicles/equipment and the value of maintaining them in accordance with manufacturers' specification

WHAT WE LOOK FOR

• Strong interpersonal skills, team player, helpful and cheerful with sales approach
• Ability to proactively problem-solve and think logically
• Good verbal and strong written communication skills
• 3+ years related experience and/or training; or equivalent combination of education and experience
• Post-secondary diploma or trade certification helpful but not required
• Strong ability to listen to other’s and be able to interpret issues and pass on to others
• Good mechanical aptitude and great organizational skills
• Strong computer skills, able to learn new computer programs and accurate keyboarding of data
• Functions well with large volume and fast-paced work environment.
• Accountability and dependability with strong time management
• Must be able to lift a minimum of 25 kgs or 50 lbs on occasion.
• Must be able to walk around shop floor/parts department and sit/stand at service counter

US BENEFIT PACKAGE

Our employees receive a generous benefits package including:

• Medical
• Vision
• 401k with employer matching program
• Flexible Savings Account
• Health Savings Account (available with some medical programs)
• Long Term and Short-Term Disability
• Life Insurance
• On-going training opportunities