Service Advisor – Heavy Duty Diesel Trucks- Full-Time - New Haven

Kerry Brothers Truck Repair•Lenox, MI

14h

About The Position

Kerry Brothers Truck Repair is a growing, family-owned heavy-duty truck repair company seeking an experienced Heavy-Duty Service Advisor to join its team. The Service Advisor is the primary connection between customers and technicians, managing repair orders from initial write-up through completion. The role involves identifying customer concerns, communicating repair needs, preparing estimates, obtaining approvals, and keeping customers informed throughout the repair process. The position is described as being with the Wixom team, while the posting also identifies New Haven, MI as the location and invites applicants to join the team in New Haven.

Requirements

Previous experience as a Service Advisor, Service Writer, Shop Coordinator, or in a similar position.
Experience in the heavy-duty truck, diesel, fleet maintenance, or commercial vehicle repair industry.
Working knowledge of heavy-duty truck systems, preventive maintenance, DOT-related repairs, and common mechanical terminology.
Ability to understand technician findings and explain repairs clearly to customers.
Experience creating repair estimates and obtaining customer approvals.
Strong customer service and communication skills.
Ability to manage multiple repair orders and priorities at the same time.
Strong organizational skills and attention to detail.
Basic computer skills and ability to learn shop management software.
Ability to work effectively with technicians, parts personnel, management, drivers, and fleet customers.
Professional, dependable, and team-oriented attitude.

Nice To Haves

Heavy-duty truck or diesel repair industry experience is strongly preferred.

Responsibilities

Greet customers and gather accurate information about vehicle concerns and requested repairs.
Create and manage repair orders from initial write-up through completion.
Communicate customer concerns clearly to technicians.
Review technician inspection and diagnostic findings.
Prepare accurate estimates for labor, parts, and recommended repairs.
Explain repair recommendations to customers and obtain authorization.
Provide regular updates about repair status, additional findings, costs, and expected completion times.
Coordinate with technicians, parts personnel, and management to keep repairs moving efficiently.
Prioritize work based on customer needs, vehicle downtime, parts availability, and shop capacity.
Review completed repair orders for accuracy before closing them.
Maintain accurate notes, approvals, documentation, and customer communication within repair orders.
Assist with scheduling incoming repairs and managing the shop's daily workflow.
Build and maintain relationships with fleet customers, drivers, vendors, and other customers.
Resolve customer concerns professionally and efficiently.
Identify additional repair and maintenance opportunities based on technician findings without recommending unnecessary work.
Support the service team with other duties as needed.