Commercial Shop – Service Advisor, Power Systems

Altorfer • Addison, IL

1d

About The Position

The Commercial Shop Service Advisor is the primary customer contact and coordinates service activities from the initial repair request through job completion and invoicing. The role works closely with technicians, Service Management, Parts, Product Support Sales Representatives (PSSRs), and vendors to develop repair estimates, communicate recommendations and job status, maintain accurate work orders, and support efficient shop operations and a professional customer experience. Work covers industrial and marine engines, engine-powered industrial equipment, on-highway trucks, and generator systems.

The position works Monday through Friday, 6:30 a.m. to 3:00 p.m., with weekends as needed. It is based primarily in an office, with frequent visits to the equipment shop or warehouse and occasional travel to other Altorfer locations.

Requirements

• Experience in industrial or marine engine service, truck service, generator service, industrial equipment, heavy equipment, or a related service environment; relevant experience may include service advisor, service coordinator, technician, or estimator work.
• Sufficient technical knowledge to understand common equipment systems, repair procedures, technician findings, and parts and labor requirements.
• Strong customer service, written and verbal communication, and problem-solving skills, including the ability to explain technical information clearly to customers and internal personnel with varying levels of technical expertise.
• Strong organizational skills and ability to manage multiple work orders, quotes, customer requests, and deadlines simultaneously.
• Proficiency with computers and business software, including Microsoft Outlook and Excel, and ability to learn applicable customer relationship management and service management systems.
• Ability to work independently and collaborate effectively with technicians, management, Parts, Sales, and other departments.
• Professionalism, accountability, initiative, sound judgment, and willingness to learn and develop technical and service coordination skills.
• Valid driver's license with a clean driving record: no more than two minor violations in the past three years and no major violations in the past five years. A Motor Vehicle Report will be performed on the final candidate.

Nice To Haves

• Experience reviewing service reports and preparing repair estimates involving parts, labor, and outside services.
• Experience with work order management, work-in-process tracking, service scheduling, CRM systems, and customer invoicing processes.
• Experience with Caterpillar equipment.

Responsibilities

• Review technician findings, diagnostic reports, equipment and service history, manufacturer service information, and warranty coverage to prepare repair estimates with technicians, PSSRs, and management.
• Confirm estimates include required parts, labor, materials, outside services, and related costs and follow repair requirements, customer expectations, and company pricing and profitability guidelines.
• Respond to customer inquiries, collect customer and equipment information, document reported concerns, and initiate work orders.
• Obtain and document customer approval for estimates and scope changes, including additional costs and revised completion dates, before the applicable work proceeds.
• Communicate repair recommendations, quote details and revisions, parts availability and lead times, job status, anticipated completion dates, and delays to customers and PSSRs.
• Coordinate shop scheduling and job priorities with the Commercial Service Manager; work with technicians, internal departments, and vendors to monitor progress and address outstanding requirements.
• Look up and apply extended warranty agreements and service programs, and assist with credit card processes and other customer payment-related activities.
• Review completed work orders for accurate labor, parts, outside charges, repair descriptions, and customer approvals; coordinate timely invoicing and work order closure.
• Identify opportunities to improve estimate accuracy, service documentation, and workflow; collaborate with the Commercial Service Manager and technicians on improvements and training.
• Perform additional duties as assigned.

Benefits

• Health, dental, vision, disability, and life insurance
• 401(k)
• Paid holidays
• Paid parental leave and funeral leave
• Paid time off: prorated 80 hours of PTO
• Education assistance
• Voluntary supplemental insurance, accident, critical illness and hospital indemnity insurance, legal assistance, and identity and fraud protection
• Competitive compensation and benefit package

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed