Service Advisor

Transource Truck & Equipment•Casper, WY

13d•$22 - $25•Onsite

About The Position

The Truck Service Advisor serves as the primary point of contact between customers and the service department. This position is responsible for understanding customers’ service and repair needs, preparing accurate repair orders, communicating repair status and costs, and coordinating work with technicians and other service personnel. The Truck Service Advisor helps ensure repairs are completed efficiently, customers remain informed, and all work is properly documented and invoiced.

Requirements

High school diploma or equivalent required.
Previous experience in a service advisor, customer service, trucking, automotive, diesel repair, or heavy-equipment environment preferred.
General knowledge of diesel trucks, preventative maintenance, and common repair terminology preferred.
Strong customer service and communication skills.
Ability to explain technical information in a clear and understandable manner.
Strong organizational skills and attention to detail.
Ability to obtain and maintain Master Service Advisor certification through Mack.
Ability to manage multiple repair orders, deadlines, and customer priorities.
Ability to remain professional in high-pressure situations and when addressing customer concerns.
Basic computer skills and the ability to learn dealership management and manufacturer systems.
Ability to read and interpret repair orders, estimates, invoices, warranty information, and service documentation.
Customer-focused and professional attitude.
Effective verbal and written communication skills.
Strong problem-solving and follow-up abilities.
Ability to work effectively with customers, technicians, parts personnel, and management.
Ability to accurately document customer concerns and technician findings.
Basic understanding of labor times, parts pricing, repair estimates, and warranty procedures.
Ability to prioritize work in a fast-paced service environment.
Dependable attendance and ability to work scheduled hours, including overtime or Saturdays when required.

Responsibilities

Greet customers and determine their truck service, maintenance, and repair needs.
Create accurate and detailed repair orders based on customer concerns and requested services.
Obtain necessary vehicle information, including mileage, unit number, VIN, engine information, and warranty details.
Communicate customer concerns and repair instructions clearly to technicians.
Coordinate with the Service Manager, Shop Foreman, technicians, and Parts Department to schedule and complete repairs.
Provide customers with repair estimates, expected completion times, and updates throughout the repair process.
Obtain customer authorization before performing additional repairs or exceeding approved estimates.
Explain recommended repairs, completed work, charges, and warranty coverage to customers.
Monitor open repair orders and follow up on delays, parts availability, technician findings, and completion status.
Review technician notes, labor entries, parts charges, and outside services for accuracy before closing repair orders.
Prepare repair orders for invoicing and ensure all required documentation is complete.
Assist with manufacturer, extended-warranty, and internal repair documentation as needed.
Maintain regular communication with fleet customers, owner-operators, drivers, and internal departments.
Respond professionally to customer questions and concerns and assist in resolving service-related issues.
Schedule service appointments and help prioritize emergency repairs and breakdowns.
Maintain accurate customer and vehicle information in the dealership management system.
Follow up with customers after repairs when appropriate to confirm satisfaction.
Support the service department in meeting productivity, efficiency, customer-service, and profitability goals.
Maintain a clean and professional customer service area.
Follow all company safety policies, procedures, and applicable regulations.
Perform other duties as assigned.