Lead Shop Estimator

Company

Cox Automotive - USA

Job Family Group

Vehicle Operations

Job Profile

Lead Service Writer

Management Level

Individual Contributor

Flexible Work Option

No remote option; must work at a specified Cox location

Travel %

No

Work Shift

Day

Compensation

Hourly base pay rate is $33.99 - $51.01/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

Job Description

Fleet Services by Cox Automotive keeps your fleet moving.

Headquartered in Indianapolis, Fleet Services by Cox Automotive (FSCA) has grown to become one of the largest fleet maintenance companies in the country. FSCA is the leading provider of on-site mobile maintenance and repair services nationwide, offering mobile on-site fleet service for light medium, and heavy-duty trucks and trailers. FSCA also services customers utilizing its 20+ nationwide service centers; each offering accident repair, painting, refurbishment, and heavy mechanical repair. We are supported by a 24/7 in-house call-center and provide scheduled maintenance services and unscheduled services to fleets anywhere, anytime.

FSCA is currently hiring a Lead Shop Estimator/ Lead Service Advisor to join our shop team. A lead Shop Estimator provides accurate repair estimates for body, trailer, detail, and/or mechanic services. This may include traveling to customer locations as needed. May assist in negotiating estimates to gain customer approval. Primarily stays onsite and works closely with Lead Techs and Parts Teams to develop the repair plan for each vehicle, including determining lead times for getting parts and labor hours to complete the repairs. Responsible for customer communication on work progress/timelines. Relays repair plan changes to the customer. May offer additional services/products to customers. May be involved in billing or invoicing customers.

Duties

• Arranges, schedules and guides the work of other Service Writers. 
• Works with dealer, customer service, maintenance, and other stakeholders to ensure ongoing communication, issue identification and resolution and alignment of expectations about processes and procedures. 
• Ensures Service Writers receive proper training and are up to date with relevant certificates and qualifications. 
• Performs and/or ensures the team performs daily operational tasks, including truck/trailer inspection, repair estimate generation, work order placement and quality monitoring. 
• Addresses and resolves issues escalated from Service Writing team members, technicians and/or customers. 
• Monitors team performance and addresses issues or concerns. 
• Monitors workflow processes and develops / recommends areas for improvement.   
•  
• technical/functional skills
• Understands the necessity and value of accuracy and attention to detail.
• Demonstrates the ability to process information with high levels of accuracy.
• Utilizes specific approaches and tools for checking and cross-checking own and others' outputs.
• Develops and uses checklists to ensure information goes out error-free. Accurately gauges the impact and cost of errors, omissions and oversights.
• Seeks to understand customers by actively gathering information to understand customers' circumstances, problems, expectations and needs. Identifies barriers that impact customer service and retention, communicating concerns and recommendations to others.
• Uses an understanding of the customer's needs and the organization's customer service practices to set priorities, make decisions and take actions that create a positive customer experience and prevent occurrence of service issues.

• Follows up to ensure intended actions are accomplished and results achieved. Tracks the customer experience and seeks improvement suggestion.

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Requirements

• High School Diploma/GED
• 7 years of related experience
• Any level degree or certification beyond HS diploma/GED + 5 years experience

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Benefits:

• Health, dental, vision insurance starts DAY ONE