Gulf Coast JCB - Service Advisor

Gulf Coast JCB Service Advisor

Gulf Coast JCB is a fast-growing, high-performance heavy equipment dealer serving customers across the Gulf Coast. We take pride in exceptional customer service, reliable support, and a team that shows up when it counts. We are an authorized dealer for JCB construction equipmentincluding skid steer loaders, compact track loaders, backhoes, wheel loaders, excavators, and telehandlers.

Reporting to the Service Manager, the Service Advisor serves as the primary point of contact between customers and the service department. This position is responsible for coordinating service work, communicating repair progress, preparing estimates, managing work order flow, supporting technician productivity, and providing operational support to the Parts Department while delivering an exceptional customer experience.

This position is based in Baton Rouge, LA.

Main Duties & Responsibilities

Customer Support & Communication

• Serve as the primary customer contact for all service-related inquiries.
• Open, maintain, and close service work orders accurately and efficiently.
• Communicate repair status, estimates, approvals, and completion updates to customers.
• Maintain strong customer relationships and resolve concerns in a timely and professional manner.
• Handle warranty, maintenance, and repair inquiries.
• Ensure customers receive timely and accurate information throughout the repair process.

Service Operations

• Coordinate and schedule shop and field service work with the Service Manager.
• Monitor work order progress to ensure timely completion and customer satisfaction.
• Review technician labor, service reports, and work performed for completeness and accuracy.
• Prepare and communicate repair estimates and service recommendations.
• Assist with warranty administration and claim documentation.
• Work closely with technicians and the Parts Department to ensure parts availability and job readiness.
• Support billing accuracy and timely invoicing of completed work orders.
• Participate in weekly service meetings and departmental planning activities.
• Maintain service records and documentation in accordance with company procedures.
• Support service department goals related to customer satisfaction, productivity, efficiency, and profitability.

Parts & Customer Support

• Assist customers at the parts and service counter by providing professional and timely support.
• Work closely with the Parts Department to identify, source, and communicate parts requirements for service work.
• Support technicians by coordinating parts availability and ensuring jobs are prepared for efficient completion.
• Assist with receiving, loading, unloading, and delivering parts and equipment as needed.
• Help maintain an organized, clean, and professional parts and service environment.
• Support walk-in customers, drivers, vendors, and service technicians to ensure a seamless customer experience.
• Cross-train and provide support to the Parts Department during periods of high workload or employee absence.
• Promote a team-first culture by supporting all dealership operations as business needs require.

Business Development

• Promote preventative maintenance programs, inspections, and service agreements.
• Identify opportunities to increase labor sales, parts sales, and customer retention.
• Assist with service marketing initiatives and customer outreach efforts.
• Support Gulf Coast JCB's commitment to Service, Uptime, Results.

Essential Job Qualifications

• Minimum of 3 years of experience in heavy equipment, construction equipment, agriculture equipment, truck, automotive, or related service operations.
• Service Advisor, Service Coordinator, Parts Advisor, or Service Administration experience preferred.
• Experience with CDK service platforms such as e-Emphasys or IntelliDealer a plus.
• Associate degree, technical training, or equivalent work experience preferred.
• Strong computer skills with proficiency in Microsoft Office and dealership management systems.
• Understanding of heavy equipment service operations, maintenance practices, and repair processes.
• Strong customer service and relationship management skills.
• High school diploma or GED.
• Valid driver's license with acceptable driving record.

Knowledge, Skills, Abilities & Competencies

• Exceptional customer service and communication skills.
• Strong organizational and time management abilities.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• High attention to detail and accuracy.
• Strong problem-solving and conflict-resolution skills.
• Ability to work effectively with customers, technicians, vendors, and internal departments.
• Ability to communicate professionally both verbally and in writing.
• Self-motivated with a strong sense of urgency.
• Positive attitude and commitment to continuous improvement.
• Team-oriented mindset focused on delivering results.
• Ability to learn and adapt to changing technologies, systems, and processes.

Physical Requirements

• Ability to sit, stand, and walk throughout the workday.
• Ability to occasionally lift and carry materials up to 50 lbs.
• Frequent use of computers, phones, and office equipment.
• Ability to enter shop and jobsite environments as needed.
• Ability to assist with loading, unloading, and moving parts and materials when required.
• Clear vision and hearing (with or without assistance).
• Ability to communicate verbally in English at a functional level.

What It Means to Work at Gulf Coast JCB

The Service Advisor is the face of our service department and plays a critical role in delivering an exceptional customer experience. This position helps drive customer satisfaction, technician productivity, and service department growth while supporting our mission of maximizing customer uptime and building lasting relationships throughout the Gulf Coast.

At Gulf Coast JCB, we believe in teamwork, accountability, continuous improvement, and doing what it takes to support our customers. Every employee plays a role in building our reputation and helping our customers succeed.

JCB is an equal employment opportunities (EEO) employer in accordance with applicable federal, state and local laws. JCB complies with applicable state and local laws governing non- discrimination in employment in every location in which the company has facilities. EEO EMPLOYER/VET/DISABLED

JCB is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status; however, as a global company, JCB offers many job opportunities outside of the U.S. which can be found through our website at en-gb/about/careers.