Dealer Uptime Advocate

JOB SUMMARY

The dealer uptime advocate diligently monitors vehicle health, effectively communicated with customers, and schedules service appointments. This proactive approach allows the servicing dealer to plan, prepare and stage for the incoming unit, ensuring a seamless and efficient service experience. If necessary, they will have to escalate issues, guaranteeing that every service event is handled with the utmost care and professionalism. 

ESSENTIAL DUTIES & RESPONSIBILITIES Note: Border International unilaterally may change the requirements of this job description at any time. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. These include, but are not limited to, the following: 

• Responsible for monitoring and addressing active fault codes, ensuring vehicle health and longevity.
• Schedules vehicles at optimal dealer locations, ensuring convenience and efficiency for customers.
• Ensures all outstanding PMs are addressed during each service visit. Additionally, review repair history and relay any pertinent information to the servicing dealer.
• Accurately document issues and concerns, proactively approaching all preventative maintenance needs.
• Partner with Dealer Service department to monitor service event cases and coordinate repair support.
• Provide guidance to the customer and dealer, driving them to complete necessary repairs in a timely and efficient manner.
• Leverage direct escalation paths with Navistar based on specific intervention criteria, ensuring the right teams (Technical Services, Field Support, etc.) are involved.
• Accurately track all recalls and campaigns, ensuring customer vehicles remain compliant and up to date.
• Ability to multitask. i.e. Answer phone calls and greet incoming customers, writing all the information the customer is giving while they are giving the information.
• Can perform all job responsibilities in a timely manner to ensure department productivity and efficiency.

REQUIRED QUALIFICATIONS (includes education, skills, and experience) 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.  

• Minimum of 5 years Technical and/or supervisory experience in the Medium/ Heavy Duty truck industry.
• High degree of product, and technical knowledge.
• Must be a team player it a strong sense of commitment to the customer.
• Must be self-motivated and have good written and verbal communication skills.
• Must conduct his/ her self in a professional manner.
• Have the ability to work other shifts for coverage of sick days or vacation relief.
• Microsoft programs and applications would be useful in this role.
• Good organizational skills.
• Working knowledge of International and supplier/ vendors warranty policies.
• The knowledge and understanding to communicate service maintenance requirements i.e. Oil change interval, axle lube changes, required adjustments etc.

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. 

• Lift objects weighing between 25 – 50 pounds.
• Safely work with team to lift and maneuver items weighing up to 100 pounds.
• Stand, walk or sit for long periods of time without resting (up to 5 hours)
• Work in areas that require kneeling, crouching, or crawling.

WORK ENVIRONMENT

• Frequently works near moving mechanical parts.
• Is potentially exposed to battery acid, gasoline, chemical cleaning material or other toxic materials commonly found in motor vehicle service departments, some of which may be considered health hazards.
• Occasionally, exposed to exhaust fumes or other airborne particles.

Job Benefits:

• 401(k)
• Dental Insurance
• Health Insurance
• Life Insurance
• Paid Time Off
• Tuition Reimbursement
• Vision insurance

Benefit Conditions:

Only full-time employees are eligible.

*** The family of Border International strives to set the standard for Commercial Truck Dealers in the Southwest. ***