Service Administrator

Job Description

Job Description

Description

The Service Department Administrator provides administrative and operational support to the Service Department by coordinating service documentation, customer communications, repair orders, scheduling, and billing if needed within the support of the service advisor teams. This position serves as a key liaison between customers, service advisors, technicians, the parts department, and management to ensure efficient service operations, accurate recordkeeping, and exceptional customer service.

The incumbent in this position is expected to model the following practices on a daily basis: 1) Demonstrate alignment with the company's mission and core business values; 2) Collaborate with key internal/external resources; 3) 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.
• Prepares, opens, updates, monitors, and closes repair orders (ROs) accurately and efficiently, ensuring required documentation is complete.
• Schedules customer appointments and coordinates service workflow to maximize shop productivity.
• Maintains accurate service records, customer files, and repair documentation.
• Processes invoices, purchase orders, work orders, and billing transactions.
• Assists with warranty claims, documentation, and manufacturer compliance requirements.
• Communicates professionally with customers by providing repair status updates, estimates, completion schedules, responding to inquiries; answers incoming calls and greets customers.
• Coordinates with Service Advisors, Technicians, and Parts personnel to ensure timely repair completion.
• Enters service data into dealership management systems while maintaining data accuracy.
• Maintains confidentiality of customer, financial, and company information.
• Supports the Service Manager with administrative projects and by preparing daily, weekly, and monthly service department reports.
• Maintains inventory of office supplies, forms, and administrative materials.
• Ensures compliance with company policies, safety procedures, and quality standards.
• Requires regular and punctual employee attendance.
• Works safely at all times and adheres to all applicable safety policies; complies with all company policies, procedures, and standards.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities

• Proficiency with Microsoft Office Suite (Word, Excel, Outlook); dealership management or service management software is preferred.
• Strong problem-solving, organizational, multitasking, and time management skills.
• Excellent interpersonal skills and customer service abilities to establish working relationships with multiple departments and various levels of the organization.
• Excellent written and verbal communication skills.
• Strong attention to detail and data-entry accuracy.
• Ability to maintain professionalism while handling confidential information.
• Ability to work independently and as part of a team in a fast-paced environment.

Requirements

Education and Experience:

• High school diploma or GED required.
• One to three years of administrative or customer service experience preferred; experience in a heavy-duty truck, automotive, equipment, or fleet service environment is a plus.

Preferred Qualifications

• Experience in a truck dealership or commercial fleet maintenance environment.
• Knowledge of heavy-duty truck service terminology and repair processes.
• Experience processing warranty claims and service billing.
• Familiarity with repair order management and service scheduling.

Supervisory Responsibilities:

• None

Travel: 

• Up to 10% may be required.

Physical Requirements:

• This position involves extended periods to sit, stand, and walk. 
• This role frequently communicates with others, must be able to exchange accurate information in these situations.
• This role routinely uses standard office equipment such as computers, phones, handheld devices, photocopiers, filing cabinets, and fax machines.
• Occasionally lift or move office materials weighing up to 25 pounds.

Work Environment:

• This job is generally performed in a professional office environment adjacent to an active heavy-duty truck service facility.
• Frequently works at fast pace with unscheduled interruptions.

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.