Service Advisor / Dispatcher (Afternoon Shift)
Employer not yet confirmed · Saint John, NB, Canada
We are currently seeking a Service Advisor / Dispatcher (Afternoon Shift) for our Saint John location. The successful candidate will be a motivated, organized individual with strong customer service and communication skills who can help coordinate shop workflow and ensure continuity between shifts
- Provide professional counter coverage and support to customers, drivers and technicians.
- Open, update and close repair orders, ensuring documentation is accurate and complete.
- Coordinate and prioritize shop workflow based on customer commitments, technician availability, parts requirements and shop capacity.
- Monitor active repairs, estimated completion times (ETCs), additional labour and parts requirements, and communicate changes to customers as required.
- Maintain effective communication with the Day Dispatcher/Shop Foreman and ensure a smooth handoff of outstanding work between shifts.
- Return customer calls and emails and provide timely repair status and completion updates.
- Support technicians by coordinating parts, information and other requirements needed to keep work moving.
- Finalize repair orders, explain invoices and ensure payment or account arrangements are in place before releasing vehicles.
- Maintain appropriate documentation to support warranty processing and accurate record keeping.
- Update and distribute the Shop Update, ensuring outstanding issues and priorities are clearly communicated to the next shift.
- Scan and properly store closed repair orders in accordance with established processes.
- Identify jobs at risk of delays, cost overruns or missed customer commitments and escalate concerns when required.
- Report significant customer concerns, safety issues, suspicious activity or other operational risks to the appropriate leadership or security contact.
- Promote teamwork and maintain a professional, customer-focused work environment.
- Service Advisor experience in the heavy truck industry preferred.
- Heavy equipment, automotive or dispatch experience considered an asset.
- Strong customer service, communication, organizational and multitasking skills.
- Ability to prioritize changing workloads and coordinate multiple active repairs.
- Proficiency with Microsoft Office; experience with CDK, Excede or similar shop management software is an asset.
- Bilingualism is considered an asset.