Service Advisor in Des Plaines, Illinois at Wheels, Inc.

JOB OVERVIEW

The role of the Service Advisor is to manage maintenance repairs on behalf of Wheels and within our clients’ parameters. This specialized/technical position will spend most of the time negotiating with vendors on proper repair procedures, cost effective pricing, and vehicle downtime. While approving repairs on our client’s behalf, special attention must be given to ensure specific Client instructions and approval parameters are followed. When Fleet authorization is required, the Service Advisor should use a consultative approach, including providing a repair recommendation.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Authorize mechanical repairs on behalf of Wheels’ Clients
• Ensure safety related and scheduled repairs are completed.
• Approve proper repair based on mileage, months in service, and prior repair history.
• Negotiate the cost of repair to the published fleet price or the pre-negotiated Wheels Network rates & times.
• Adhere to current parts and labor reference guides for parts pricing and labor times.
• Manage Client authorizations limits and instructions.
• Conduct proper follow up on all down vehicles and pending transactions.
• Resolve transaction discrepancies with vendors.
• Escalate all Client approvals to team lead or mentor, when appropriate
• Document Client savings
• Clearly and accurately document transaction in activity log
• Submit all component failures repaired at dealerships to the warranty team that qualify for goodwill adjustments.
• Adhere to contact center scheduling and performance metrics.
• Meet key performance indicators on quality & transactional performance (e.g., coaching/mechanical evaluations, communication, documentation, OON Fees, etc.)
• Understanding of Driver Services, Network Management, MAP & Collision functions
• General knowledge of all Wheels departments
• Other duties may be assigned.
• Desired Behaviors:
  • Reliable
  • Adaptable
  • Decision maker
  • Team player
  • Results oriented.
  • Cooperative
  • Adaptable / flexible
  • Supportive of decision making
  • Delivers on commitments.
  • Remain educated and involved in industry activities.
  • Able to work flexible schedule to support hours of operation (may include weekends)

LEADERSHIP RESPONSIBILITIES

• This position has no managerial responsibilities.

COMPETENCIES - SKILLS

• Technical knowledge of automotive repair
• Customer service oriented
• Clear, concise communication, both verbally and in writing
• Creative and efficient problem solving
• Negotiation
• Experience with industry labor guides, such as AllData
• Ability to interpret Client specific instructions.
• Proficient in Windows and Microsoft Office (Outlook)

EDUCATION AND EXPERIENCE

• ASE C1 and one of the following A4, A5, A6, or A7 within first 12 months
• One (1) to two (2) years automotive experience or equivalent technical education
• High School diploma or equivalent required
• Fleet industry experience a plus
• Some college preferred

CORE VALUES

At Wheels, we believe in fostering a culture that is built on our Core Values and Guiding Principles. We cultivate a culture of excellence and innovation by upholding these values, driving our collective success and growth.

• Integrity – Always act with integrity and honesty.
• One Team – Treat others with dignity and respect; act as a cohesive, inclusive and accountable team that is making a difference.
• Innovation – Drive continuous improvement, spark creativity and embrace next generation thinking.
• Customer Success – Ensure that customer and driver success is at the heart of everything we do.

CULTURAL ATTRIBUTES

At Wheels, our culture guides us how we work every day, and we look for team members who show these behaviors:

• Discipline Drives Quality – Plan the Trip: Think proactively, hold a high bar, follow through by leveraging experience and systems. To produce quality outcomes, we must be intentional and deliberate in everything we do, from big bets to daily execution.
• Intellectually Curious – Fuel Your Minds: Be bold, challenge assumptions, think differently, look outside the box. Strive to unlock your own thinking and create new possibilities.
• Commit and Deliver – Own It: Take responsibility for your work, from start to finish, and be accountable for the results. Think and act like an owner of the business.
• Relationships Matter – Share the Ride: Trust is central, both with key internal and external stakeholders. Relationships are not a side effect of work but a driver of success.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment: This position is remote.
Position Type/Standard Schedule: This is a full-time position, plus one weekend day.
Travel: No Travel required for this position
Physical Demands: Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time. Reach above head to pull paper attachments.

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

Pay Range:

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.

As one of the largest fleet management companies in North America, Wheels features a portfolio of 900,000+ vehicles under management across the continent, a global alliance in 61 countries, and a client base that consists of some of the best-known businesses in the world. No matter the industry type or business size, we’re proud to work across sales and service fleets, trucks and equipment, and last mile delivery to ensure we power your potential.

The culture at Wheels is the secret to our 80+ years of success. And the reason people choose to join — and stay with — our team.

When you join the team, you'll work with professionals who are passionate, friendly and smart. We foster a welcoming and inclusive environment for all, combined with the encouragement to continuously learn and grow. From day one, we invest in your long-term development through annual performance goals and reviews, educational and wellness programs, awards and celebrations, and more.

Ready to experience the Wheels culture for yourself?

• 10 years average employee tenure

• 10 times recognized as one of Chicago's Best and Brightest Companies to Work For

• 50+ health, wellness and engagement benefits

• 2,500+ online learning programs

Diversity: Wheels deeply values the strength of diversity both in the communities we serve and our own employee base. This includes treating everyone as equal, respecting and valuing diversity, providing equal opportunity and fostering a safe space to work.

Community: We are heavily involved in the communities where we operate. We offer opportunities for employees to make a positive impact through mentorship and tutoring elementary school students, participating in blood drives, donating to United Way and other charitable organizations in the greater Chicagoland and Toronto areas.

Sustainability: Wheels is actively committed to becoming a cleaner fleet management company through recycling programs, public transportation support and more.

We Are Dedicated to the Safety and Health of our Employees

Our employees are critical to delivering on our commitment to client success, which is why we offer a variety of programs focused on the health and wellness of our people.

We hire people who have a customer-focused mindset and a strong collaborative nature. Because at Wheels, customer service and teamwork don't just happen in the office. It is during the informal moments when employee trust is strengthened and friendships are made. We value these moments, which is why we host departmental contests, summer gatherings, family events, holiday celebrations and more.

At Wheels, your well-being is our priority. As part of our commitment to your health and well-being, we’re proud to offer access to the Advocate Health Care Wellness Portal—a personalized platform designed to help you take charge of your health journey.

The 2026 Wellness Program is designed to support you in achieving your personal health goals. Best of all, it’s flexible and fits into your busy lifestyle.

This program is designed to support your overall well-being—physically, emotionally, and financially—by providing tools and incentives that encourage healthy living.