Service Advisor

JOB SUMMARY: Collaborate with Parts, Service & Sales teams to develop client service repair options to insure client loyalty, revenues, and net profits. Serve as a single point of contact for the assigned client base. Receive and respond to all of the assigned client’s needs and service requests and direct the additional services or resources follow up.

ESSENTIAL FUNCTIONS:

• Serve as a single point of contact for the assigned client base. Receive and respond to all of the client’s needs, service requests and direct the additional services or resources follow up.
• Utilize technical and system knowledge and product/services expertise to understand client needs and provide best in class problem resolution and prioritization.
• Educate the client and respond to questions regarding products, parts,services and warranty options that are available through all internal and external facilities. Serve as the client’s resident expert in Empire’s solutions offerings.
• Identify and present other service offerings to the client to optimize the level of service and to lower client’s overall maintenance costs.
• Influence the established clients’ sales and profit goals and client satisfaction goals while adding value to the client repair.
• Take initial call and direct service requests to internal or external facility. Ensure internal/external facility’s understanding of the specific request. Provide the client with highly organized, effective, and efficient communication.
• Partner with internal or external teams to ensure work assignments are carried out on schedule and within an acceptable timeframe. Stay up to date on the status of assigned jobs in progress.
• Work with clients on timely preventative maintenance to achieve satisfaction while driving down cost and prevent unnecessary repairs.
• Approve estimates as directed by internal and external partners and/or management.
• Effectively manage client experience with ongoing follow up and communication to promote and ensure credibility and maintain a high level of client satisfaction.
• Ensure that the Service Advisor function is covered at all times. Monitor and respond to all assigned calls, emails, texts in a timely manner.
• Work safely at all times. Adhere to all applicable safety policies. Comply with all company policies, procedures and standards.

ADDITIONAL RESPONSIBILITIES:

• Respond to service requests in a professional manner at all times whether in office, on call or at home. Listen carefully, speak and act courteously while showing genuine concern for the client’s issue.
• Review pro-formas to ensure expectations are met and client approval is obtained in timely manner. Follow up with client on the invoicing and status of repair.
• Review client repair history to identify repair options, obtain technical information through current systems, and prepare the call in. Partner with shop planners, leads, and/or managers to negotiate settlements, discuss and resolve discrepancies, and balance client and Empire’s interests at all times.
• Cooperate well with personnel in other work centers and departments and maintains good employee relations.
• Actively participate in department and/or client meetings.
• Provide feedback internally to drive change sufficient to meet market demands and provide viable client solutions.
• Work within current systems to ensure all equipment/vehicle records are maintained for accuracy and thoroughness.
• Perform other duties as assigned.
• Work within and promote corporate values.

KNOWLEDGE SKILLS AND ABILITIES:

• Must have interpersonal, management, organization and planning skills sufficient to professionally assist clients, direct people and maintain acceptable levels of productivity.
• Ability to influence and motivate others.
• Previous knowledge of repairing, reconditioning and operating various equipment and medium/heavy duty trucks, engines and related components is preferred.
• Must be able to technically assist and understand client needs and provide problem resolution.
• Must be able and willing to accept, communicate and enforce company policies, procedures and regulations.
• Must be able to utilize computer based service and work order management systems.
• Must have planning and organization skills sufficient to accurately track various services requests and provide instructions to numerous service people simultaneously.
• Must possess assigned knowledge and experience relative to the equipment industry. Must have necessary negotiation skills to effectively reach an agreement with the client and/or vendors.
• Must be a motivated self-starter.
• Must have sufficient knowledge to understand client opportunities and to express these opportunities to the appropriate area within Empire.
• Must have sufficient knowledge to effectively utilize Internet, e-mail, spreadsheets, word processing programs and database management.
• Ability to maintain consistent attendance to meet all company standards and requirements.
• Must have acceptable attendance to meet all company standards and requirements.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED).
• College degree preferred.
• Minimum of 3 years in a service advisor, client support, or related technical field.
• Previous experience utilizing a computer-oriented management system similar to Empire.
• Previous general experience in a Caterpillar Dealer Service Department preferred.
• Must be able to communicate (speak, read, comprehend, write) in English.

PHYSICAL DEMANDS:

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, use hands and talk or hear.
• The employee frequently is required to stand and walk.
• The employee is occasionally required to lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision and ability to adjust focus.
• This position is designated as a "Safety-Sensitive Position". A Safety-Sensitive Position includes tasks or duties that EMPIRE in good faith believes could affect the safety or health of the employee performing the task or others.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly exposed to indoor controlled environment.
• The employee is occasionally exposed to wet and/or humid conditions, outdoor weather, extreme cold, and extreme heat.
• The noise level in the work environment is usually office moderate.