January 2024 SErvIcE AdvISor of ExcEllEncE WInnErS
International® is pleased to announce the Service Advisor of Excellence Award for the month of January. The individuals listed here have demonstrated their commitment to pursuing continuous improvement and delivering the highest level of customer service, responsibility, and trust.
ROOKIES
These professional service advisors have less than two years of experience at the dealership, have shown commitment to customer service and Uptime by being team players in the service department, have gone the extra mile, and have proven they are responsible and trustworthy.
Service Advisor
Hannah started at Altruck International Truck Centres with some background in the diesel industry. Hannah shows responsibility every shift, and she is always focused on the job task ahead and looking towards the future. She is a true leader, keeping the staff motivated with humor and a great personality. Always prepared for the day's workload, taking the initiative to have all parts pulled and ready for each job before the tech is started, sometimes it's the small things that add up to make a strong shop even stronger.
Hannah always follows protocol and keeps the workflow moving within the shop, from greeting and writing up the work orders, to preparing the estimates and speaking with the customers, she always knows what the techs are working on, and where. Hannah keeps constant communication with the head tech and apprentices and keeps customers notified of the timeline for repairs through multiple forms of communication. She is always professional, from the warm smile and greetings she gives when you first arrive, to the empathy she feels for a customer’s situation when the truck has broken down. She explains the estimates line by line, so nothing is missed, and everything is understood. She stays late or comes in early to meet a driver so they can pick up their truck and get back on the road. Hannah is second to none when it comes to customer satisfaction, which in turn has been amazing for our location retention and new customer base.
It's truly remarkable to see Hannah’s strong work ethic. She is humble, has a great personality, and she is always looking to keep the customer happy. I can say without a doubt that we lucked out hiring her. She has grown to be one of our strongest assets here, within such a short time.
VETERANS
These professional service advisors have two or more years of experience at the dealership, have shown commitment to customer service and Uptime by being team players in the service department, have gone the extra mile, and have proven they are responsible and trustworthy.
Service Advisor
Mike is very professional at work; he goes above and beyond every day at Nelson International Trucks. In the past, we lost our previous service manager and foreman around the same time; Mike stepped in and performed both of their duties while still doing his duties for close to 6 months, with a smile on his face every day. Now that those positions have been filled, Mike spends any of his free time at work constantly doing anything he can to help others do their jobs better. Whenever Mike takes a vacation, his absence is very noticeable as he does so much for us.
When customers call in the wintertime saying they will be picking their truck up, he will go outside and, without the customer even asking for it, start the truck for the customer so that it will be warmed up and ready to go when they arrive. When situations get tense between other service advisors and customers, he steps above his pay grade to de-escalate and remedy the situation right away. Mike will look into issues and see what is going on to either fix mistakes that we have made or explain the situation so that the customer understands and is then satisfied.
Customers want to talk to Mike when they either come into the shop or call with questions. Mike is not a truck technician by trade, but he has learned a lot about trucks and can navigate the Service Portal and Cummins QuickServe with ease to answer most questions he can; if not, he will go to a senior technician or foreman to get the answer he needs for a customer and give the customer the info they were looking for. Mike does his best when working through all repair orders to bill out jobs profitably for us as a dealership but still be fair to the customer at the same time.
Mike is always the first person to recognize when a mistake has been made, such as when a technician performs a warranty repair and doesn't save any of the parts. Mike checks every RO daily and finds out if anything has been missed so that we can remedy the situation right away as opposed to finding out there is an issue after it is too late. Mike works with everyone very well. When the foreman is gone, he steps in and takes control of the shop to keep everything working smoothly. Even when Mike is on vacation or after he is gone for the day, he will always answer his phone and walk someone through what needs to be done or answer the question at hand.
Alex Tang, one of his colleagues, said, “As a technician, I have worked with close to 10 different service advisors in my time here. Not only is Mike the only service advisor that is still here, but he is the best one I have ever worked with as well as the easiest one to get along with.”
