Service Advisor

Service Advisor

North Central International is a full-service International Truck dealer group with locations across Minnesota, Northern Iowa, North Dakota and South Dakota. We offer truck sales and service, parts sales, and Idealease truck leasing/rentals. Our primary focus is to keep customers on the road by having an exceptional experience within our organizations. Please come join our team!

The Service Advisor serves as the primary liaison between customers and the service department, ensuring a seamless and professional repair experience from intake to delivery. This role is responsible for managing service workflow, maintaining accurate documentation, and communicating effectively with both customers and internal teams. The Service Advisor embodies the dealership’s purpose, mission, and core values by fostering a positive workplace culture, delivering exceptional customer service, and supporting efficient, high-quality repair operations. Key responsibilities include preparing accurate service estimates and repair orders, coordinating warranty and vendor requirements, monitoring repair progress, and providing clear explanations of completed work and charges. Staying informed about product updates, warranty policies, and manufacturer procedures is essential to maintaining operational excellence and customer satisfaction.

Minimum Qualifications

Education and Experience:

• High school diploma or GED required
• Experience with service management software (DMS), estimating tools, and warranty systems strongly preferred.

Certifications (Preferred but not Required):

• Automotive Service Excellence (ASE) certification(s) or OEM training certifications.
• Valid driver’s license with a clean driving record.

Proficiency with basic computer applications including Microsoft Office (Word, Excel, Outlook).

Ability to work scheduled hours, which may include weekends or extended hours based on business needs

Assists with Supervisory duties

Team Leadership & Management

• Supervise daily activities of technicians to ensure efficient workflow and high-quality output.
• Assign jobs and workloads based on technician skills, availability, and job priority.

Quality Control & Compliance

• Review completed jobs for accuracy, timeliness, and adherence to quality standards.
• Ensure compliance with safety regulations, company policies, and industry best practices.
• Report and investigate accidents or safety incidents, and enforce corrective actions.

Operational Oversight

• Monitor shop workflow, parts availability, and job progress to minimize downtime.
• Coordinate with parts, warranty, and sales departments for job scheduling and support.
• Optimize shop operations to increase efficiency and reduce costs.

Communication & Coordination

• Serve as the primary communication point between technicians and other departments.
• Communicate job expectations, updates, and policy changes clearly and promptly.
• Resolve internal conflicts or escalated technician concerns professionally.

Essential Functions

Assist with Preparing for and Making Customer Contacts

• Support senior staff by helping identify and prioritize customers needing service follow-up.
• Review basic repair history as directed and gather customer information.
• Reference maintenance plans and provide simple recommendations with guidance.
• Monitor remote diagnostics alerts and escalate findings to senior team members.
• Make outgoing calls to customers to schedule appointments, share campaign information, or follow up on basic service needs.
• Document outcomes of customer interactions.
• Request maintenance plan information and verify basic details.
• Learn and apply vendor and International warranty guidelines with supervision.

Support Service Sales by Identifying Customer Needs

• Listen to customers to understand concerns, needs, and service requests.
• Reference maintenance plans and alert senior staff of any deviations.
• Perform basic troubleshooting using established checklists.
• Provide standard service advice (fluid services, safety checks, etc.) with support when needed.
• Draft initial work orders and outline the customer’s concerns clearly.
• Assist with scheduling customers for service.
• Confirm that technicians receive complete and accurate work order information.
• Help manage incoming service work and communicate basic updates to customers.
• Secure appointments and confirm customer details.

Assist in Planning and Coordinating Shop Work

• Help create and update time reservations for scheduled jobs.
• Ensure technicians and resources are assigned by reviewing schedules with senior advisors.
• Work with other departments to coordinate tasks as directed.
• Contact third-party vendors when needed for basic requests.
• Support arranging sub-supplier work under supervision.
• Confirm appointment details with customers, including date, time, and service expectations.
• Participate in daily pulse meetings as required.
• Attend service team meetings to stay informed about department priorities.

Provide Customer Support During the Service Process

• Greet customers professionally and gather vehicle and customer information.
• Document customer concerns and service requests accurately.
• Perform basic vehicle walkaround inspections and record visible issues.
• Accept vehicle check-in and ensure keys, paperwork, and information are organized.
• Offer recommended maintenance items when appropriate.
• Communicate with customers regarding changes or status updates under guidance.
• Open repair orders and assist with basic customer requests.

Assist with Reviewing Technician Findings and Preparing Estimates

• Review technician recommendations and help create estimates.
• Gather necessary information to determine estimated completion times.
• Present estimates to customers with support from senior staff as needed.
• Record approved and declined services.
• Follow up on pending estimates.
• Assist with scheduling additional work when repairs cannot be completed the same day.

Support Long-Term Customer Relationships During Vehicle Pickup

• Review completed work and ensure documentation is accurate before presenting it to customers.
• Confirm declined or deferred recommendations are recorded.
• Monitor repair progress and update customers as directed.
• Explain completed services and charges, seeking help for more complex explanations.
• Recommend routine maintenance or upcoming service needs.
• Close work orders and prepare invoices.
• Schedule customers for their next visit.
• Return vehicles to customers and request feedback when appropriate.

Ensure Proper Follow-Up After Service

• Make follow-up calls to confirm customer satisfaction.
• Offer future appointments and document scheduling needs.
• Monitor open work orders and report outstanding items.
• Accurately document all interactions and follow-up actions.

Contribute to a Positive Work Environment and Professional Development

• Maintain confidentiality to protect customer and company information.
• Support a collaborative team culture by being respectful, reliable, and open to feedback.
• Participate in training and learning opportunities to develop technical and professional skills.
• Represent the dealership’s values and mission in daily interactions.