Parts and Service Advisor - CAT Compact

Job Description

Job Description

Description

This position is responsible for coordinating the day-to-day CAT Compact parts and service operations at the assigned location. The position serves as a primary point of contact for retail parts and service customers, processes parts transactions, coordinates and prioritizes service work, provides day-to-day direction to assigned service technicians, and supports safe, timely, high-quality work. The Parts and Service Advisor also makes or recommends parts inventory and operating decisions that support customer satisfaction, productivity, and gross profit performance.

The incumbent in this position is expected to model the following practices daily: 

• Demonstrate alignment with the company's mission and core business values; 
• Collaborate with key internal/external resources; 
• Participate in ongoing self-development.

Essential Functions

• Models, promotes, reinforces, and rewards the consistent use of HOLT's Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Serves as a primary point of contact for retail parts and service customers by phone, email, and in person; identifies customer needs, communicates available solutions, and provides timely updates throughout the transaction or service process
• Sells CAT parts and value-added dealership solutions; prepares quotes and completes parts orders, returns, and other transactions for internal and external customers accurately and in a timely manner
• Coordinates, schedules, and prioritizes service work; assigns work to technicians, communicates customer expectations and estimated completion times, and monitors progress against commitments
• Reviews open work orders and supporting documentation for accuracy and completeness, communicates service status to customers and management, and supports timely customer billing
• Plans and checks the work of assigned service technicians; approves time and overtime, coordinates training, provides coaching and development, and addresses day-to-day performance or workflow issues
• Provides input on employee selection, performance appraisals, pay decisions, corrective action, and other personnel matters for assigned employees
• Establishes, models, and reinforces safe work practices and compliance with applicable company policies, procedures, and shop operating standards
• Makes or recommends parts inventory stocking decisions based on customer demand, equipment population, availability, and financial considerations
• Monitors parts and service activity, productivity, work quality, customer commitments, and gross profit performance; identifies and implements improvements within the assigned area of responsibility
• Maintains current and accurate customer, product, parts, and service information in applicable systems and ensures required reports and records are completed
• Promotes current dealer programs, parts ordering channels, and other products or services that support customer needs and dealership objectives
• Works overtime and may participate in after-hours customer coverage based on workload and business needs
• Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Performs other duties as assigned

Knowledge, Skills, and Abilities

• Working knowledge of construction equipment parts and service operations, including basic equipment uses, repair, maintenance, and parts requirements
• Knowledge of customer service, consultative sales, parts transactions, inventory practices, and service workflow
• Leadership skills sufficient to plan, assign, monitor, coach, and develop the work of others
• Scheduling, prioritization, and time management skills to coordinate multiple customer and technician commitments in a fast-paced environment
• Financial and operational judgment sufficient to consider inventory availability, productivity, work quality, customer satisfaction, and gross profit impact
• Critical thinking and problem-solving skills to identify issues, evaluate alternatives, and implement practical solutions
• Interpersonal and communication skills sufficient to work effectively with customers, technicians, sales employees, managers, and other internal and external contacts
• Ability to explain the value of dealership products, services, and value-added solutions over the phone and in person
• Proficiency with computers and standard office software; experience with computerized parts and service management systems highly desired
• Ability to maintain accuracy, attention to detail, and follow-through while managing frequent interruptions and changing priorities

Requirements

Education and Experience:

• High school diploma or GED with additional specialized or technical training, or some college coursework, required
• Bachelor's degree in Business, Management, or a related field preferred
• Minimum 3 years of related experience in equipment parts, service, customer service, or dealership operations required
• Previous experience leading, scheduling, or directing the work of others preferred
• Must be able to obtain and maintain forklift certification

Supervisory Responsibilities:

• Directly supervises assigned service technicians. Responsibilities include planning, scheduling, and checking work; approving time and overtime; coordinating training; coaching and developing employees; and maintaining safe work practices. Provides input on hiring, performance appraisals, pay decisions, corrective action, and other personnel matters.

Travel:

• Up to 25% travel may be required, including occasional overnight travel
• Must have a valid driver's license

Physical Requirements:

• This position involves periods of sitting as well as frequent movement within office, counter, and shop areas to support customers and employees
• This role frequently communicates with others and must be able to exchange accurate information in person, by phone, and through electronic systems
• Routinely uses standard office equipment, computers, phones, and parts and service systems
• Must be able to safely move around and visually inspect construction equipment and shop work areas, including occasional reaching, climbing, kneeling, or crouching
• Occasionally moves materials or equipment weighing up to 50 pounds

Work Environment:

• Work is performed in office, parts counter, and shop environments and may include occasional outdoor work exposed to weather conditions
• May work near moving mechanical parts, hazardous equipment, contaminants, and varying temperatures; appropriate personal protective equipment may be required
• Noise levels may be distracting or loud at times
• Frequently works at a fast pace with unscheduled interruptions and changing customer or operational priorities

Disclaimer:
Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.