April 2024 Service Advisor of Excellence Winners

Service Advisor

Ashley has proven to be a valuable asset to Lee-Smith, Inc. and the Navistar brand. She has shown an ability to learn quickly and adapt to many challenging situations. She has gained the respect of every technician in our service shop, as well as our parts department employees. Ashley works hard to make the customer's experience the best it can be and increase their uptime by being the liaison between the technician, the parts department, and the customer to develop the best plan of action for everyone involved.
 
Ashley goes above and beyond to help the customer leave with a satisfying result, even when that means looking outside the normal ways of operating to get the desired outcome. She will make phone calls to other dealers, track down technicians, and research other repairs to help find the solution to the customer's complaint. She always greets everyone with a smile and a friendly word that helps to make them feel comfortable and relaxed in what is often a trying, stressful situation. Ashley never shies away from the hard problems and is not scared to admit when she doesn't know the answer to a question. She seeks out relevant resources for needed information and uses tools and techniques that are accessible to her to help the customer and / or technician find a solution for the complaint. She does not rush through the process but looks closely and in-depth at each problem to help find the solution that will most successfully meet the present need.
Ashley is always open to helping when needed, even if it is not necessarily in her job description. She is great at realizing when someone is getting overwhelmed and jumping in to help. She is also a natural leader and teacher, giving instruction and advice to colleagues who may be struggling with a situation. She walks through the shop often to ensure that the technicians have what they need and that repairs are on task for completion. Ashley's warm smile brightens  everyone's day here at Lee-Smith and she deserves recognition beyond our walls for her hard work and dedication.

Service Advisor

Philip stands out as a service advisor at Centre Du Camion Beaudoin. He is dedicated to giving each customer the best service experience. He comes to the shop each day with a great attitude and even if the day goes badly, he tries to find a way to make that day better not only for himself but for everyone. He is the service advisor for the evening shift. His foreman received a lot of support and training from Philip when he transitioned from a technician to his new role; Philip showed him what high customer service quality looks like. Philip always says, “A happy customer is a customer that is going to come back.” This way of thinking is one of the big reasons why we are the number one dealer in the province of Quebec.
 
Philip welcomes all customers with a smile and acts friendly towards them. He even tries to remember each of their names to make them feel important when they come to the dealer. He  always finds solutions to make life easier for each of them. He is very patient with unhappy customers, and when that happens, he tries to de-escalate the situation and find the right solution. 

Philip has extraordinary attention to detail that is second to none. Whether it's reviewing work orders, analyzing technicians’ stories , or executing any project, he consistently ensures that every aspect is thoroughly scrutinized and meticulously executed. He also makes sure to always check the truck's warranty, the time of the repair, and the parts, looking for unfortunate mistakes before closing the invoice so that the customer is always paying the right price. 
 
Philip demonstrates an unwavering commitment to uptime and consistently goes above and beyond to ensure that our team delivers top-notch service to our clients. Whether it is helping with technical issues, coordinating with technicians, or finding creative solutions to minimize downtime, he approaches every challenge with a sense of urgency and dedication. He always recognizes his mistake and doesn't hesitate for a second to find a solution — as he always says, “The mistake is made. Now we have to find a solution.” We are lucky to have such a good service advisor who I can count on and trust on our team!