Gulf Coast JCB - Service Advisor

JCB North America•Baton Rouge, LA

1d•Onsite

About The Position

Gulf Coast JCB is hiring a Service Advisor based in Baton Rouge, Louisiana. Reporting to the Service Manager, the Service Advisor is the primary point of contact between customers and the service department. The role coordinates service work, communicates repair progress, prepares estimates, manages work order flow, supports technician productivity, and provides operational support to the Parts Department while delivering an exceptional customer experience. The Service Advisor helps drive customer satisfaction, technician productivity, and service department growth while supporting Gulf Coast JCB’s mission of maximizing customer uptime and building lasting relationships. The position works with customers, technicians, vendors, the Parts Department, and other dealership teams, and may support all dealership operations as business needs require.

Requirements

Minimum of 3 years of experience in heavy equipment, construction equipment, agriculture equipment, truck, automotive, or related service operations.
High school diploma or GED.
Valid driver’s license with an acceptable driving record.
Strong computer skills, including proficiency with Microsoft Office and dealership management systems.
Understanding of heavy equipment service operations, maintenance practices, and repair processes.
Strong customer service, communication, and relationship management skills.
Strong organization and time-management skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
High attention to detail and accuracy.
Problem-solving and conflict-resolution skills.
Ability to work effectively with customers, technicians, vendors, and internal departments.
Ability to communicate professionally verbally and in writing.
Self-motivation and a strong sense of urgency.
Positive attitude, commitment to continuous improvement, and a team-oriented mindset focused on results.
Ability to learn and adapt to changing technologies, systems, and processes.
Ability to sit, stand, and walk throughout the workday; occasionally lift and carry materials up to 50 pounds; use computers, phones, and office equipment frequently; enter shop and jobsite environments as needed; and assist with moving parts and materials when required.
Clear vision and hearing, with or without assistance.
Ability to communicate verbally in English at a functional level.

Nice To Haves

Service Advisor, Service Coordinator, Parts Advisor, or Service Administration experience.
Experience with CDK service platforms such as e-Emphasys or IntelliDealer.
Associate degree, technical training, or equivalent work experience.

Responsibilities

Serve as the primary customer contact for service-related inquiries and provide timely, accurate updates throughout the repair process.
Open, maintain, and close service work orders; maintain records and documentation in accordance with company procedures.
Communicate repair status, estimates, approvals, service recommendations, and completion updates to customers.
Build customer relationships and resolve concerns professionally and promptly; handle warranty, maintenance, and repair inquiries.
Coordinate and schedule shop and field service work with the Service Manager, and monitor work order progress for timely completion and customer satisfaction.
Review technician labor, service reports, and work performed for completeness and accuracy.
Assist with warranty administration and claim documentation.
Coordinate with technicians and the Parts Department on parts availability and job readiness; support efficient completion of service work.
Support accurate billing and timely invoicing of completed work orders.
Participate in weekly service meetings and departmental planning activities.
Support service department goals related to customer satisfaction, productivity, efficiency, and profitability.
Assist customers at the parts and service counter and support walk-in customers, drivers, vendors, and technicians.
Assist with receiving, loading, unloading, and delivering parts and equipment as needed.
Help maintain an organized, clean, and professional parts and service environment.
Cross-train and support the Parts Department during high workload or employee absence; assist dealership operations as business needs require.
Promote preventative maintenance programs, inspections, and service agreements.
Identify opportunities to increase labor sales, parts sales, and customer retention.
Assist with service marketing initiatives and customer outreach efforts.
Support Gulf Coast JCB’s commitment to Service, Uptime, Results.