Service Advisor

Western States Careers•Meridian, ID

26d

About The Position

The Service Advisor works closely with the Service Manager to support customer-base growth and financial performance by aligning systems, people, and processes. This role assists customers through the repair process and serves as their primary contact from initial inquiry through invoice and post-repair follow-up. The Service Advisor coordinates regularly with the Service Foreman, lead technicians, support functions, and customers, and maintains detailed work orders, including repair narratives, segments, and warranty or policy matters. Ongoing communication and customer consent help prevent work order discrepancies. The role handles service inquiries, qualifies repair needs, prepares estimates and quotes, coordinates repair scheduling and updates, manages service-call documentation, and supports technician productivity and performance. The Service Advisor also works with sales representatives and service leaders on business development, customer follow-up, policy decisions, and repair quality. The position requires advanced technical understanding of repairs, customer-service and negotiation skills, and experience in heavy-equipment service.

Requirements

High school diploma or General Education Degree (GED).
At least five years of experience diagnosing and repairing heavy equipment.
At least two years of customer-service experience in the heavy-equipment industry.
Valid driver's license and acceptable driving record.
Ability to speak, read, comprehend, and write in English.
Advanced technical skills to understand repair scope and processes in the assigned area.
Proven ability to troubleshoot, diagnose, and repair CAT machine systems.
Knowledge and use of Microsoft computer products or comparable systems.
Conflict-resolution, customer-experience, and negotiation skills.
Written and verbal communication, planning, organizing, leadership, and interpersonal relationship skills.
Ability to set and manage priorities, work independently without supervision, and maintain consistent attendance.
Ability to sit for extended periods and to walk, stand, climb stairs, reach, push, pull, lean, and twist.
Ability to lift 50 pounds and meet applicable safety requirements.

Nice To Haves

Associate degree from an accredited vocational school.
Heavy-equipment experience in a Caterpillar or similar environment, with hydraulic, engine, and power-train experience.
One year of prior management experience with P&L responsibility.
Sales experience.

Responsibilities

Serve as the primary point of contact for customers seeking service and answer or direct incoming Service phone calls.
Qualify repair needs and collect information necessary to prepare accurate repair quotes or estimates.
Perform sales functions, including quotes, estimates, and bids, for phone and walk-in customers.
Work with the Service Pricing Group to prepare estimates and quotes in accordance with Customer Care Standards.
Coordinate service opportunities with Product Support Sales Representatives (PSSRs) and other department sales representatives.
Manage marketing campaigns with PSSRs to generate business in assigned areas and coordinate post-repair customer follow-up.
Discount shop labor rates as necessary to gain business and meet typical annual team and store profitability targets.
Create, maintain, and close service calls in Microsoft A/X, and correct service calls or other repair documents created in error.
Evaluate applicable warranty, policy, and service-update issues for machines being repaired.
Present initial and revised repair estimates to customers and obtain consent before proceeding with work.
Meet expectations for final repair performance compared with quoted amounts, at or under quote.
Work as part of a repair team with a Lead Technician, Service Foreman, and technicians.
Approve employee work time, adjust time on service calls as needed, and prepare and deliver technician reviews with lead-technician input.
Manage service-call elements during repairs, including segments, charge codes, and job notes.
Use the Service scheduling tool to schedule and maintain repair details for assigned team members and areas.
Share responsibility for the productivity of assigned technicians.
Provide frequent service-status updates and research, investigate, resolve, and follow up on customer questions and concerns.
Advise customers about repair-versus-replacement options.
Discuss technician-identified upsell items with customers and obtain consent or proceed without the additional work.
Discount, credit, and reissue customer invoices as needed to support customer satisfaction.
Collaborate with Service leaders on internal Service Department policies and coordinate allocation of policy expenses to appropriate internal accounts.
Meet break-even goals for goodwill and warranty decisions and year-end variance goals for related accounts.
Work with the Lead Technician or Service Foreman to ensure quality-control measures are deployed effectively.
Finalize repairs by contacting customers, reviewing invoices in detail, and obtaining consent to close; meet the WIP-turns metric for invoicing service calls.
Follow up with customers by telephone after repairs to gauge satisfaction and adhere to customer-care standards.
Promote and advocate for safety, and comply with applicable safety policies, procedures, and standards.
Participate in training and support the organization's strategic programs, projects, and initiatives.
Promote the organization's vision, mission, and values, and perform other duties as assigned.