Service Advisor / Dispatcher (Afternoon Shift)

JOB DESCRIPTION

We are currently seeking a Service Advisor / Dispatcher (Afternoon Shift) for our Saint John location. The successful candidate will be a motivated, organized individual with strong customer service and communication skills who can help coordinate shop workflow and ensure continuity between shifts

RESPONSIBILITIES

• Provide professional counter coverage and support to customers, drivers and technicians.
• Open, update and close repair orders, ensuring documentation is accurate and complete.
• Coordinate and prioritize shop workflow based on customer commitments, technician availability, parts requirements and shop capacity.
• Monitor active repairs, estimated completion times (ETCs), additional labour and parts requirements, and communicate changes to customers as required.
• Maintain effective communication with the Day Dispatcher/Shop Foreman and ensure a smooth handoff of outstanding work between shifts.
• Return customer calls and emails and provide timely repair status and completion updates.
• Support technicians by coordinating parts, information and other requirements needed to keep work moving.
• Finalize repair orders, explain invoices and ensure payment or account arrangements are in place before releasing vehicles.
• Maintain appropriate documentation to support warranty processing and accurate record keeping.
• Update and distribute the Shop Update, ensuring outstanding issues and priorities are clearly communicated to the next shift.
• Scan and properly store closed repair orders in accordance with established processes.
• Identify jobs at risk of delays, cost overruns or missed customer commitments and escalate concerns when required.
• Report significant customer concerns, safety issues, suspicious activity or other operational risks to the appropriate leadership or security contact.
• Promote teamwork and maintain a professional, customer-focused work environment.

QUALIFICATIONS

• Service Advisor experience in the heavy truck industry preferred.
• Heavy equipment, automotive or dispatch experience considered an asset.
• Strong customer service, communication, organizational and multitasking skills.
• Ability to prioritize changing workloads and coordinate multiple active repairs.
• Proficiency with Microsoft Office; experience with CDK, Excede or similar shop management software is an asset.
• Bilingualism is considered an asset.

ABOUT US

Founded in 1882, J.D. Irving, Limited (JDI) operates in Eastern Canada (New-Brunswick, Nova Scotia, Prince Edward Island, Québec, Ontario, Newfoundland and Labrador), as well as in USA. We are a team of 20,000 dedicated employees. At J.D. Irving, Limited, you are part of a dynamic team of professionals who lead with integrity and are passionate about delivering results. With a culture that nurtures talent and creates an inclusive workplace, you can grow your career across our various operating divisions.

We are committed to creating accessible environments for our colleagues, candidates, and customers. Requests for accommodation due to a disability (which may be visible or invisible, temporary, or permanent) can be made at any stage of application and employment. We encourage candidates to make their accommodation needs known so that we can provide equitable opportunities.

Worried you do not meet all the requirements? Studies have shown that many applicants apply only to job opportunities when they feel they meet 100% of the criteria. We promote an inclusive environment where everyone is appreciated, recognized, and empowered to contribute fully. If you are interested in this position but are worried you did not meet all the requirements, we would encourage you to still apply.

Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.

We appreciate your interest in our company however only those candidates selected for an interview will be contacted.

ABOUT THE TEAM

Universal Truck and Trailer is Atlantic Canada's largest heavy-duty truck dealership featuring the most up-to-date dealer service bays in Southern New Brunswick and Prince Edward Island. We are an authorized sales, service, parts and warranty dealership for premium products Freightliner and Western Star Trucks. In addition, we service most makes and models for class 6, 7, and 8 vehicles, including luxury class RVs. We focus on exceeding customer requirements through continuously developing our team and building technical capabilities.