Service Advisor

Siddons-Martin Emergency Group • Brookshire, TX

17d

About The Position

The Service Advisor is the primary representative and link between customers and the service department. The role provides customer service, coordinates repair and maintenance work, and supports customer satisfaction. The Service Advisor participates in daily internal service-related interactions and contributes to the company’s mission, profitability, and customer satisfaction goals. The position has no supervisory responsibilities. The Service Manager may assign additional tasks based on service-center needs.

Requirements

• High school diploma or equivalent.
• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Ability to work in a fast-paced environment, meet deadlines, and adjust to changing priorities.
• Ability to demonstrate achievement of performance goals set by the Service Manager and company.
• Dedication to excellent customer service and company success.
• Ability to build and maintain clear, positive, and professional relationships with employees, vendors, and customers.
• Proficiency with Microsoft Outlook, Word, and Excel, as well as company-provided software.
• Knowledge of repair principles and procedures across areas of the heavy truck repair industry.
• Experience communicating required or recommended repairs to customers.
• Experience answering phones.
• Experience creating estimates and quotes.

Nice To Haves

• Experience in an automotive, heavy truck, or emergency vehicle service industry; 3 to 5 or more years of related experience is preferred.
• EVT (Emergency Vehicle Technician) certification.
• ASE Heavy Truck certifications.

Responsibilities

• Greet customers and determine their needs or concerns.
• Listen to customers, document symptoms or issues, and translate them into clear work orders for the shop foreman and technicians.
• Communicate customer concerns clearly to shop leadership.
• Create and manage work orders in the system, track job progress, and update customers as needed.
• Prepare repair and sales cost estimates, explain recommended services, estimates, and timelines, and obtain approval before work proceeds.
• Finalize work orders, create invoices, and explain completed repairs to customers upon pickup.
• Participate in morning meetings to plan the day.
• Record customer interactions in the CRM.
• Support warranty claims and parts returns when necessary.
• Follow up with customers after service to ensure satisfaction.
• Maintain a neat, professional appearance and workspace.
• Follow company policies, procedures, and processes, including those in the Pierce Manufacturing operations manual.
• Maintain professional working relationships with Pierce Manufacturing personnel, coworkers, vendors, and customers.
• Complete other tasks as assigned by the Service Manager.

Benefits

• Medical insurance with PPO and HDHP options.
• Company HSA match.
• Dental insurance.
• Vision insurance.
• Short-term disability insurance.
• Accident and hospital indemnity insurance.
• Telehealth.
• Voluntary life insurance.
• Voluntary critical illness insurance.
• 401(k) with employer match.
• Employee Stock Ownership Program.
• Paid holidays and paid time off.
• Four weeks of paid parental leave.
• Paid training and safety equipment.
• Company-paid basic life and AD&D insurance.
• Company-paid critical illness insurance.
• Company-paid long-term disability insurance.
• Employee Assistance Program.
• Verizon Wireless company discount, subject to eligibility requirements.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED