Commercial Shop – Service Advisor, Power Systems

Altorfer CAT • Addison, IL

2d • $65,000 - $85,000

About The Position

The Commercial Shop Service Advisor is a primary customer contact and coordinates service activities from the initial repair request through job completion and invoicing. Working with technicians, Service Management, Parts, and Product Support Sales Representatives (PSSRs), the role develops repair estimates, communicates recommendations and job status, and maintains accurate work orders. The position supports efficient shop operations, profitable service work, and a professional customer experience for industrial and marine engines, engine-powered industrial equipment, on-highway trucks, and generator systems.

The schedule is Monday through Friday, 6:30 a.m. to 3:00 p.m., with weekends as needed. The position works primarily in an office and frequently visits the equipment shop or warehouse. Occasional travel to other Altorfer locations may be required.

Requirements

• Experience in industrial or marine engine service, truck service, generator service, industrial equipment, heavy equipment, or a related service environment; relevant experience may include service advisor, service coordinator, technician, or estimator work.
• Sufficient technical knowledge to understand common equipment systems, repair procedures, technician findings, and parts and labor requirements.
• Strong customer service, written and verbal communication, and problem-solving skills, including the ability to explain technical information clearly to people with varying levels of technical expertise.
• Strong organizational skills and the ability to manage multiple work orders, quotes, customer requests, and deadlines simultaneously.
• Proficiency with computers and business software, including Microsoft Outlook and Excel, and the ability to learn applicable customer relationship management and service management systems.
• Ability to work independently and collaborate effectively with technicians, management, Parts, Sales, and other departments.
• Professionalism, accountability, initiative, sound judgment, and willingness to learn and develop technical and service coordination skills.
• Valid driver's license and clean driving record: no more than two minor violations within the past three years and no major violations within the past five years. A Motor Vehicle Report will be performed on the final candidate.

Nice To Haves

• Experience reviewing service reports and preparing repair estimates involving parts, labor, and outside services.
• Experience with work order management, work-in-process tracking, service scheduling, CRM systems, and customer invoicing processes.
• Experience with Caterpillar equipment.

Responsibilities

• Review technician findings, diagnostic reports, equipment and service history, manufacturer service information, and warranty coverage to develop repair estimates in collaboration with technicians, PSSRs, and management.
• Verify that estimates include required parts, labor, materials, outside services, and related costs and align with repair requirements, customer expectations, and company pricing and profitability guidelines.
• Respond professionally to customer inquiries, collect customer and equipment information, document reported concerns, and initiate work orders.
• Obtain and document customer approval for repair estimates and scope changes, including additional costs and revised completion dates, before the applicable work proceeds.
• Communicate recommendations, quote details and revisions, parts availability and lead times, job status, anticipated completion dates, and delays to customers and PSSRs.
• Coordinate shop scheduling and job priorities with the Commercial Service Manager, and work with technicians, internal departments, and vendors to monitor repair progress and meet customer commitments.
• Look up and apply extended warranty agreements and service programs, and assist with credit card processes and other customer payment-related activities.
• Review completed work orders for accurate labor, parts, outside charges, repair descriptions, and customer approvals; coordinate timely invoicing and work order closure.
• Identify opportunities to improve estimate accuracy, service documentation, and workflow, and collaborate on improvements and training that support departmental performance and customer satisfaction.
• Perform additional duties as assigned.

Benefits

• Health, dental, vision, disability, and life insurance
• 401(k)
• Paid holidays
• Paid parental leave and funeral leave
• Paid time off: prorated 80 hours of PTO
• Education assistance
• Voluntary benefits, including supplemental insurance, accident, critical illness and hospital indemnity insurance, legal assistance, and identity and fraud protection
• Competitive pay

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed