CUSTOMER SERVICE / PARTS & SERVICE SALES / SUPPORT REPRESENTATIVE

Vision Truck Group is looking for an experienced Customer Service/Parts & Service Sales/Support Representative to join our Heavy Truck Dealership in London, Ontario.

Summary:

Solicits Parts and Service business from assigned customer accounts through personal and phone contacts. The representative will develop new accounts, recover lost accounts, and manage established accounts.

Essential Duties:

  • Visits assigned current and prospective customers to discuss current service, new promotions and other incentives.
  • Advise customers in areas with respect to inventory selection, service availability and new products.
  • Drives customer loyalty through relationship building with the assigned customers and acts as a public relations liaison for the dealership.
  • Visit current customers in AOR, a minimum of 1 visit per month
  • Develop prospective customers, with a goal of 3 prospective NEW customers per month
  • Help customers with driver and technician training of new product
  • Inspect customer vehicle for required service where needed, safety sticker, leaks, brake condition, service at a glance checkpoints by time and mileage
  • Runs quarterly MAPP reports to ensure growth for Parts and Service sales of their assigned customers.
  • Actively participates in all Mack online training through the Corporate Mack training path.
  • Sets yearly budget purchase numbers for their assigned customers.
  • Maintain records of customer and fleet accounts, including a detailed equipment list, updated quarterly.
  • Promotes customer online purchasing and communication with the dealership and provides training in the use of systems and platforms.
  • Communicates parts orders to Parts counter personnel. Advises whether order status is stock or emergency.
  • Checks with customers to ensure that delivery date of non-stock items is acceptable before ordering.
  • Check customer units for fault codes and recalls using Jpro
  • To deliver parts as required to customers at their location.
  • Deliver service department drivers to customer locations needed.
  • Reviews any special service appointments/parts orders with the Service and Parts Managers and obtains their approval.
  • Recommends and consults Customer Loyalty Pricing Levels with Service and Parts Managers
  • Advises Service or Parts counter personnel on delivery instructions.
  • Follows up on service events and parts orders to ensure that customers have been served properly.  Utilizes ASIST communication
  • Follow up on all customer complaints and communicate effectively to the Service or Parts Managers.
  • Coordinates vendor sales calls with customers with vendor salespeople (Prequalifying).
  • Assist, whenever required, the Service or Parts counter personnel with orders, deliveries, returns and inventory control.
  • Provides Truck Sales leads to the Sales Team.
  • Turns in completed call reports, time sheets and expense reports to the Service Manager / Service Director and Parts Manager / Parts Director.
  • Updates customer records to reflect changes to customers' names, addresses etc.
  • Adds new customers to appropriate mailing lists.
  • Attends training webinars when possible.
  • Maintains professional appearance.
  • Maintain a clean company supplied vehicle and adhere to regular maintenance schedule.
  • Maintain a valid driver’s license and driving record acceptable to our insurer.
  • Comply with all relevant Health and Safety and environmental policies and procedures.
  • Other tasks as assigned.

 

Qualifications:

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education and/or Experience:

  • A minimum High school diploma or general education degree (GED); three months + related experience and/or training; or equivalent combination of education and experience.
  • A certificate from college or technical school;  an Associate's degree (A.A.) or equivalent from two-year college or technical school; or a Bachelor's degree (B.A.) from four-year college or university; or a minimum two years related experience and/or training; or equivalent combination of education and experience would be beneficial for this position.

  • Extensive knowledge of heavy truck, operations and industry
  • Solid mechanical aptitude, experience as automotive or truck technician is an asset
  • Self-motivated, high attention to detail and customer focused
  • Proficient level user of common office software
  • Supply driver’s abstract
  • Ability to work flexible hours
  • Excellent customer relationship skills and decision making

 

Language Skills:

  • Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills:

  • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent to be able to determine gross profit and gross margin.

Reasoning Ability:

  • Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Physical Demands:

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

  • The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

We offer Paid Vacation, Paid Holidays, Annual Loyalty Bonus, Company Uniform including layers and Jacket (job role specific), Safety Footwear Allowance, monthly departmental lunches and BBQs, RRSP and Pension including a Sunlife Financial Advisor, Comprehensive Health, Drug and Dental Coverage, and a number of other Perks and Supplier discount and purchase programs including Esso, Bell, Ford and other Dealer groups, Mark’s Work Warehouse.

If you are a responsible, self-motivated team player, please apply.

 

Qualified applicants are invited to submit their resume in confidence to:

Human Resources, Head Office

Email: hr@visiontruckgroup.com

Fax: 519-621-2356

NO AGENCIES PLEASE