Service Advisor

SWS Equipment•Spokane Valley, WA

10d•$21 - $36•Onsite

About The Position

The Service Advisor is the primary point of contact for customers throughout the service lifecycle, coordinating communication between customers, technicians, Parts, Sales, vendors, and internal departments. This role manages service requests from initiation through invoicing by creating work orders, scheduling resources, preparing estimates, coordinating projects, maintaining accurate documentation, and delivering an exceptional customer experience. The Service Advisor plays a key role in maximizing shop productivity by ensuring work is scheduled efficiently, information is accurate, customers are informed, and service processes are executed consistently.

Requirements

High school diploma or equivalent
Three or more years of experience in service coordination, dispatching, service advising, project coordination, customer service, or administrative support
Proficiency with Microsoft Office Suite, including Outlook, Excel, and Word
Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy

Nice To Haves

Associate degree or technical training
Experience in the heavy equipment, construction, refuse, truck, automotive, industrial equipment, or related service industry
Experience with ERP or service management software such as Flyntlok, Sage, or a similar platform

Responsibilities

Serve as the primary customer contact by phone, email, and in person, managing expectations and delivering a positive service experience
Receive, prioritize, and coordinate incoming service requests while maintaining accurate customer and equipment information in the ERP system
Create, maintain, and close work orders that are complete, accurate, and ready for technician execution
Schedule field service, shop repairs, preventative maintenance, installations, and special projects to maximize technician productivity while meeting customer commitments
Prepare estimates, quotations, and supporting documentation promptly to support customer approvals and timely scheduling of work
Identify and present additional service opportunities during customer interactions, including recommended repairs and preventative maintenance
Coordinate with technicians, Parts, Sales, Logistics, vendors, subcontractors, and other departments to ensure equipment, materials, and resources are available when needed
Partner with the Warranty Department to open and process warranty claims, supplying the documentation and technical detail required for timely submission
Monitor the status of open work orders and projects, proactively communicating schedule changes, delays, and completion updates to customers and internal stakeholders
Review technician documentation for completeness and accuracy to support timely invoicing and minimize billing delays
Support the Accounts Receivable Department's collection efforts by researching billing questions, providing service documentation, and following up with customers as directed
Coordinate new equipment installations, warranty work, planned maintenance, and customer projects from planning through completion
Maintain accurate documentation, customer communications, and service records in company systems
Identify scheduling conflicts, workflow bottlenecks, and customer concerns, and recommend solutions that improve efficiency and service delivery
Follow all company safety protocols and support a safe working environment in office, shop, and yard areas
Support continuous improvement initiatives by following standardized operating procedures and contributing ideas that enhance customer satisfaction, workflow, and departmental performance
Perform other duties and special projects as assigned
Timely work order processing is an important expectation of this role, including minimizing the time between the final labor entry on a work order and the generation of the customer invoice.