Working as an integral part of the Fleet management team to provide workflow planning to schedule all preventive maintenance and repair work for the shops. Under the direction of the Fleet Lead Customer Service Advisor, this position will act as a liaison between the customer and the mechanic shops. Work for the mechanics will be planned and scheduled before the work is performed to ensure a smooth workflow and to maximize all available repair time. In addition, maintains other programs and processes in Fleet such as warranties, fuel program, Fleet loaner pool, and processing purchases for Fleet.

• Plans and schedules all preventive maintenance and repair work required on all City vehicles and equipment and commits resources for emergency and unscheduled repairs. Uses scheduling to maximize the available hours to the fullest extent. Maintains communication with other City departments, equipment users and police officers to arrange for required maintenance or repair and equipment pick-up or delivery.

• Enters new work order information into computer system and closes completed work orders including 201 requests from the Fire Department and night drops. Reviews, closes, and adds charges to work orders and coordinates ordering any parts or services needed to complete work orders. Arranges work orders in order of priority and follows work orders through the entire process 

• Reviews reported problems and/or requests for service on fleet equipment and makes preliminary determinations about the nature and extent of required repair. Obtains quotes from body shops if body work is needed.

• Provides exceptional customer service and maintains high customer satisfaction levels in stressful situations by skillfully addressing and resolving problems. Answers questions regarding the status of vehicles in the shop and contacting customers when work is complete via phone or email.

• Manages Fleet loaner pool program by tracking users and billing as appropriate. Pulls reports as necessary.    

• Administers warranties on vehicles and submits claims to appropriate company.

• Reviews all PCard purchases, assigns cost center to each purchase, collects and maintains the backup documentation as required, and signs off on all purchases.

• Records vehicles daily in Fleet lot and reminds customers when their vehicle is ready for pick up.

• Adds employee biometric and vehicle data into database and assign keys to tracking tags.

• Maintains employees and vehicles in Fuel Force system.

• Answers telephones and responds to requests as efficiently as possible.

• Other duties as assigned.

• High School Diploma or GED equivalent graduation certificate, plus two years of paid experience in an automotive equipment/customer-service related position, including one year paid experience making estimates of repair costs and labor hours for scheduling and accounting purposes.

• Knowledge of heavy and light fleet vehicles and specialized equipment and their uses, functions and capabilities and the maintenance and repair of the same.

• Ability to communicate with people of all levels in both oral and written form. Ability to keep accurate records and make timely reports as required.

• Demonstrated computer skills to use computer system to maintain service and repair records on motive and non-motive equipment to include Windows 95 operating system, word processing, spread sheets, and data base applications. Proven skill to diagnose customer service complaints and ability to assign repair codes, interface with Fleet Management Information Computer Software System, and make estimates of repair costs and labor hours for scheduling and accounting purposes.

• Proven ability to manage multiple task situations in a calm and professional manner.

• Possession of a valid driver’s license or driving privilege card.