Service Advisor

Service Advisor

Employee-owned company! Monday-Friday schedule Company Sponsored Benefits: Medical (PPO & HDHP options), Company HSA match, Dental, Vision, Short-Term Disability, Accident and Hospital Indemnity Insurance, Telehealth, Voluntary Life Insurance, Voluntary Critical Illness Insurance, 401K with Employer Match, Employee Stock Ownership Program, Paid Holidays and Paid Time Off, 4 Weeks Paid Parental Leave, Paid Training & Safety Equipment Company Paid Benefits: Basic Life & AD&D, Critical Illness Insurance, Long-Term Disability Insurance, Employee Assistance Program, Verizon Wireless Company Discount (eligibility requirements)

Summary

The purpose of the Service Advisor is to act as the primary representative and link between customers and the service department. This role focuses on providing excellent customer service, coordinating repair or maintenance work, and ensuring customer satisfaction.

Duties and Responsibilities

• Greet customers and determine their needs or concerns.
• Listen carefully, document symptoms or issues, and translate them into clear work orders for shop foreman and technicians.
• Communicate clearly with shop leadership to ensure customer concerns are understood.
• Create and manage work orders in the system.
• Track job progress and update customers as required.
• Prepare repair / sales cost estimates.
• Explain recommended services, repair estimates, and timelines to customers.
• Obtain customer approval for work prior to proceeding.
• Finalize work orders, create invoices and explain repairs to customers upon pickup.
• Participate in morning meetings to plan the day.
• Record customer interactions in CRM.
• Support warranty claims and parts returns when necessary.
• Conduct customer follow-ups to ensure satisfaction after service.
• Always maintain a neat and professional personal appearance and workspace.
• Abide by all company policies, procedures and processes.
• Maintain a professional and successful working relationship with Pierce Manufacturing personnel.
• Follow all policies and procedures as defined in the Pierce Manufacturing operations manual.
• Work with and maintain a productive and professional relationship with all segments of the company.
• Other tasks as assigned by the Service Manager.

Supervisory Responsibilities

This role has no supervisory responsibilities. In the absence of the Service Manager, the Service Manager may assign tasks based on the needs of the service center.

Qualifications

• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Must be able to work in a fast-paced environment, meeting deadlines and adjusting to changing priorities.
• Must be able to clearly demonstrate the ability to reach performance goals set by the Service Manager and company.
• Experience within the automotive, heavy truck or emergency vehicle service industry is preferred.
• Dedication to excellent customer service and overall company success.
• Ability to engage in and maintain both clear, positive and professional relationships with fellow employees, vendors and customers.
• Computer skills: Must be proficient with Microsoft Outlook Email, Microsoft Word & Excel programs, as well with any other company provided software.

Education and/or Experience

• High school diploma or equivalent
• 3 to 5 Plus years with experience in an automotive service-related industry preferred
• Knowledge of repair principles and procedures in all areas of the Heavy Truck Repair Industry.
• Experience in communicating required and/or recommended repairs to customers.
• Experience answering phones.
• Experience in creating estimates and quotes.

Certificates, Licenses, Registrations

• EVT (Emergency Vehicle Technician) and ASE Heavy Truck Certifications are a plus.

Physical Demands

While performing the duties of this job, the employee is regularly required to use hands to handle or feel; reach with hands and arms; and talk or hear. The employee is regularly required to stand, walk; and stoop, kneel, crouch or crawl. The employee is occasionally required to sit and climb or balance. The employee is occasionally required to walk stairs and/or climb ladders. The employee must occasionally lift and/or move objects up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.