Service Advisor

ElDorado National California Inc•Riverside, CA

30d•$23 - $30

About The Position

ElDorado National California (ENC) is seeking a highly organized and customer-focused Service Advisor to support our growing Service Department. This role serves as the key connection between customers, field service technicians, and internal teams to ensure timely and efficient vehicle repairs. The Service Advisor will manage incoming service requests, create and track work orders, coordinate technician scheduling, and communicate repair updates to customers. This position plays an important role in helping transit agencies keep their fleets operating safely and reliably. The ideal candidate thrives in a fast-paced service environment, has strong communication skills, and enjoys solving problems while supporting technicians and customers.

Requirements

Strong customer service skills with the ability to communicate technical information clearly to both technical and non-technical audiences.
Knowledge of service operations, including work order creation, repair documentation, and maintenance coordination.
Ability to effectively coordinate and prioritize multiple service requests in a fast-paced environment.
Strong organizational skills and attention to detail to ensure accurate documentation of service activities.
Ability to work collaboratively with service technicians, engineering teams, warranty staff, and external customers.
Proficiency in Microsoft Office applications including Outlook, Excel, and Word.
Ability to learn and effectively use service management or ERP systems such as Epicor or similar platforms.
Strong problem-solving and critical thinking skills when addressing service concerns and customer requests.
Ability to maintain professionalism and composure when handling urgent service issues or customer concerns.
Ability to follow company procedures and ensure compliance with documentation and service reporting requirements.
High school diploma or GED required.
Minimum 2–5 years of experience in a service advisor, service coordinator, dispatcher, or customer service role within an automotive, fleet, truck, bus, or heavy equipment service environment.
Experience coordinating repairs, maintenance scheduling, or service work orders.
Experience communicating technical repair information to customers and service technicians.
Valid Driver’s License (Real ID) required for local and domestic travel (up to 15%).

Nice To Haves

Basic understanding of heavy-duty vehicle systems, including diesel engines, electrical systems, and vehicle components (preferred).
Associate degree in Automotive Technology, Diesel Technology, Business Administration, or a related field preferred.
Experience working with service management or ERP systems (Epicor, CDK, Reynolds, or similar) preferred.
Familiarity with warranty documentation and service reporting processes is a plus.
Commercial Driver’s License (CDL) is not required but considered a plus.
ASE Service Consultant certification or related industry certification is preferred but not required.

Responsibilities

Serve as the primary liaison between customers, field service technicians, and internal departments to ensure effective communication and timely service resolution.
Receive and process service requests; create and manage work orders in the ERP system, ensuring accuracy and completeness of all required information.
Coordinate and schedule service activities to optimize technician utilization and minimize vehicle downtime.
Monitor work order status and provide timely updates to customers and internal stakeholders.
Ensure all service documentation, including labor, parts, and technician notes, is accurately recorded and maintained.
Review and validate completed work orders for accuracy prior to closure, billing, or warranty submission.
Support warranty processes by ensuring compliance with documentation and reporting requirements.
Coordinate with parts and internal teams to support timely repair completion.
Maintain organized service records and ensure data integrity within service management systems.
Prioritize and manage multiple service requests in a fast-paced environment while maintaining a high level of accuracy.
Escalate complex or recurring issues to management or engineering as appropriate.
Provide professional customer support, resolving inquiries and service concerns in a timely manner.
Comply with all company policies, procedures, and safety requirements.