Service Advisor Lead
Location : Surrey, BC
Position Type : Full-Time, Permanent
Compensation: $32.69 - $37.01 per hour (based on experience)
Join Our Team
We are seeking an experienced and customer-focused Service Advisor Lead to join our Service Department in Surrey, BC. This position plays a key role in supporting daily service operations, coordinating workflow, managing repair orders, and providing exceptional customer service.
The successful candidate will have strong leadership skills, a solid understanding of shop operations, and the ability to effectively communicate with customers, technicians, and internal stakeholders.
What We Offer
- Competitive hourly wage: $32.69 - $37.01/hour
- Employer RRSP matching program
- Company-paid extended health, dental, and vision coverage
- Life and disability insurance
- Health Spending Account (HSA)
- Wellness programs
- Generous vacation entitlement
- Career growth and development opportunities
- Supportive team environment
Position Summary
As a Service Advisor Lead, you will support the day-to-day operation of the service department by overseeing repair order management, coordinating workflow, maintaining customer communication, and assisting with staff development. You will also assume dispatch responsibilities during afternoon operations and help ensure service processes are completed efficiently and accurately.
Key Responsibilities
- Support Service Advisors and Service Counter staff with customer communication regarding units being serviced.
- Act as the primary dispatcher during afternoon operations, managing technician workflow and shop efficiency.
- Review and quality-check repair orders to ensure accuracy and completeness prior to closing.
- Create, update, and manage repair orders throughout the service process.
- Prepare repair estimates and obtain customer approvals.
- Monitor work-in-progress (WIP) to ensure timely completion of repairs.
- Track service performance metrics, including customer communication timelines, assessments, and repair throughput.
- Manage back-ordered parts repair orders and follow up on outstanding items.
- Review and maintain open "to-return" repair orders to ensure timely resolution.
- Assist technicians and service staff in resolving service-related concerns.
- Contact customers regarding upcoming maintenance and service requirements.
- Support the onboarding, training, and coaching of new Service Department employees.
- Promote compliance with company health and safety policies and procedures.
- Participate in process improvement initiatives and service department best practices.
- Perform additional duties and special projects as assigned.
Qualifications
Required
- Minimum 2 years of experience as a Service Advisor in a dealership, truck, automotive, or heavy-duty equipment environment.
- Previous experience leading, mentoring, or supervising employees.
- Strong understanding of shop operations, repair order management, and service workflow.
- Experience preparing estimates and communicating repair recommendations to customers.
- Excellent customer service and relationship-building skills.
- Strong verbal and written communication skills.
- Effective organizational, problem-solving, and time-management abilities.
- Ability to work effectively in a fast-paced environment and manage multiple priorities.
- Proficiency with service management systems and computerized repair order processes.
Preferred
- Experience in a heavy-duty truck, commercial vehicle, or fleet service environment.
- Experience with technician dispatching and workflow coordination.
- Knowledge of warranty administration and manufacturer service programs.
Why Join Us?
This is an excellent opportunity for an experienced Service Advisor ready to take the next step into a leadership role. You'll be part of a team that values customer service, operational excellence, safety, and continuous improvement while offering competitive compensation and a comprehensive benefits package.
Apply today to join our growing Service team in Surrey, BC.
Who We Are:
Velocity Truck Centres Canada provides full-service support, including sales, maintenance, parts, collision repair, and financing. Representing top brands like Freightliner, Western Star, Thomas Built, Autocar, and Trailers, we are committed to Speed, Value, and Trust for our customers and employees. With 17 branches across Alberta and British Columbia and over 100 locations worldwide in Canada, the USA, Mexico, and Australia, we offer exciting career growth opportunities and are looking for dedicated professionals to join our team.
Velocity Truck Centres Canada is an equal opportunity employer.
