Service Advisor

Service Advisor

The Service Advisor acts as the liaison between customers and the service shop, ensuring all service and repair needs are efficiently communicated, scheduled, and completed. This role is responsible for quoting, opening, and managing work orders, providing timely updates to customers, and supporting shop operations. The Service Advisor plays a vital role in delivering exceptional customer service and maintaining strong communication throughout the repair process.

Responsibilities:

• Responds to customer inquiries (calls, emails, walk-ins) regarding current and future service repairs.
• Interviews customers to identify service needs and schedules work accordingly.
• Prepares and coordinates repair quotes with shop supervisors or regional quoters.
• Collaborates with shop management to prioritize and open work orders.
• Transfers work orders to shop supervisors for execution; updates orders as needed.
• Completes Cat Inspect reports, quotes additional repairs, and obtains customer approval.
• Monitors repair progress, provides proactive updates, and addresses customer questions.
• Holds daily meetings with supervisors to review work order status and communicate updates to customers.
• Manages a visual scheduling board to track and close service work; supervisors close individual segments.
• Follows up with customers during and after repairs to ensure satisfaction.
• Coordinates with service management on customer goodwill and processes COD orders.
• Performs other duties as assigned.

Required Qualifications:

• High School or GED Required
• Associate's degree or certification in Diesel Technology.
• 2-5 years of construction or agriculture heavy equipment service support required.
• Direct experience creating work orders, dispatching technicians, creating technician schedules, and attending to customer calls daily.
• Experience with quoting repairs on heavy equipment is required.
• Strong time management, analytical and problem-solving skills, a team player, and customer-focused are required.
• Strong computer skills with proficiency in Microsoft Office Outlook.
• Strong written and oral communication skills with conflict resolution skills, and must be detail-oriented, organized, and uphold a professional demeanor.

Preferred:

• 3 - 5 years of recent experience with service writing or service advisor positions in construction heavy equipment.
• Associate's degree or certification in Diesel Technology preferred.
• Experience with DBS/AS400 and Cloudlink is preferred.
• Experience with quoting repairs on heavy equipment.
• Strong time management, analytical and problem-solving skills, a team player, and customer-focused.
• Strong computer skills with proficiency in Microsoft Office Outlook.
• Strong written and oral communication skills with conflict resolution skills, and must be detail-oriented, organized, and uphold a professional demeanor.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit for long periods, stand, walk, bend and stoop to perform the essential functions of this job. Occasionally lift and/or move up to 50 pounds.

Equal Employment Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.