Service Advisor

Western States Careers • Lewiston, ID

5d

About The Position

The Service Advisor is the primary point of contact for customers seeking service work. The role qualifies repair needs, prepares and presents quotes or estimates, manages service calls and repair documentation, coordinates repair scheduling, and keeps customers informed throughout the process. The Service Advisor works with technicians, service leaders, Product Support Sales Representatives, and other sales teams to coordinate repair work, support customer satisfaction, and contribute to team productivity and profitability. The position also supports safety, customer care standards, and Western States’ mission and values.

Requirements

• High school diploma or General Education Degree (GED), with proof required.
• 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.
• Knowledge and use of Microsoft computer products or comparable systems.
• Proven conflict-resolution, customer-experience, and negotiation skills.
• Strong written and verbal communication, planning, organization, leadership, and interpersonal relationship skills.
• Ability to set and manage priorities, work independently without supervision, and maintain consistent attendance.

Nice To Haves

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

Responsibilities

• Serve as the primary contact for customers seeking service work and answer or direct incoming Service calls.
• Qualify customer repair needs and collect the information required to prepare an accurate quote or estimate.
• Prepare quotes, estimates, bids, and other sales functions for customers calling or visiting for service.
• Work with the Service Pricing Group to provide estimates or quotes in accordance with Customer Care Standards.
• Coordinate service opportunities and marketing campaigns with PSSRs and other sales representatives, and coordinate post-repair follow-up with PSSRs.
• Discount shop labor rates as necessary to gain business and meet the stated annual profitability target.
• Create, maintain, correct, and close service calls and related documents in Microsoft A/X.
• Evaluate applicable warranty, policy, and service update issues for equipment being repaired.
• Present initial estimates and changes to customers and obtain consent before proceeding with repairs.
• Work with the Lead Technician, Service Foreman, and technicians responsible for repairs.
• Approve employee work time, adjust time on service calls, and prepare technician reviews with input from lead technicians.
• Manage service-call details such as segments, charge codes, and job notes throughout the repair.
• Use the Service scheduling tool to schedule and maintain repairs for assigned team members and area.
• Share responsibility for assigned technicians’ productivity.
• Provide customers with frequent service-status updates and research, resolve, and follow up on questions and concerns.
• Advise customers on replace-versus-repair options and discuss potential upsell work, obtaining consent or proceeding without the work.
• Discount, credit, and reissue customer invoices as needed to support customer satisfaction.
• Collaborate with Service leaders on internal policy decisions and coordinate allocation of policy expenses to appropriate internal accounts.
• Meet break-even goals for goodwill and warranty decisions and manage related account variance.
• Work with the Lead Technician and/or Service Foreman to ensure quality-control measures are deployed.
• Finalize repairs by contacting the customer, reviewing the invoice in detail, and obtaining consent to close; meet the WIP turns invoicing metric.
• Follow up with customers by telephone after repairs to gauge satisfaction.
• Adhere to customer care standards and applicable safety policies, procedures, and standards, and actively advocate for workplace safety.
• Participate in training and support strategic programs, projects, and initiatives; promote the organization’s vision, mission, and values.
• Perform other duties as assigned.

What This Job Offers

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