Service Advisor

Western States Equipment•Lewiston, ID

About The Position

Western States Equipment Company is hiring a Service Advisor to serve as the primary point of contact for customers seeking service work. The position qualifies repair needs, gathers information to prepare estimates and quotes, coordinates repair work with technicians and service leaders, and keeps customers informed throughout the repair process. The Service Advisor also supports sales and marketing activities, manages service calls and related documentation, and contributes to team productivity, customer satisfaction, and store profitability. The role requires adherence to Western States’ safety policies and customer care commitments, including listening attentively, building trust, following through, and expressing appreciation. This is a safety-sensitive position. The Service Advisor may also support company training, projects, and initiatives, and perform other duties as assigned.

Requirements

High school diploma or General Education Degree (GED), with proof required.
At least five years of experience diagnosing and repairing heavy equipment.
At least two years of customer service experience in the heavy equipment industry.
Valid driver’s license and acceptable driving record.
Ability to speak, read, comprehend, and write in English.
Advanced technical skills to understand repair scope and high-level processes for the assigned area.
Proven ability to troubleshoot, diagnose, and repair CAT machine systems.
Knowledge and use of Microsoft computer products or comparable systems.
Conflict-resolution, customer-experience, and negotiation skills.
Written and verbal communication, planning, organizing, leadership, and interpersonal relationship-building skills.
Ability to set and manage priorities, work independently without supervision, and maintain consistent attendance.
Ability to stand for long periods and perform walking, sitting, repetitive stair climbing, reaching (including above shoulder level), bending, stooping, pushing, pulling, leaning, and twisting.
Ability to lift up to 45 pounds.

Nice To Haves

Associate degree from an accredited vocational school.
Heavy equipment experience in a Caterpillar or similar environment, with hydraulic, engine, and power-train experience.
One year of prior management experience with profit-and-loss responsibility.
Sales experience.

Responsibilities

Serve as the primary customer contact for service work and answer and direct incoming service calls.
Qualify customer repair needs and collect information needed to prepare accurate repair quotes and estimates.
Perform sales functions, including quotes, estimates, and bids, for service customers calling or visiting in person.
Coordinate with the Service Pricing Group to provide estimates and quotes in accordance with customer care standards.
Work with Product Support Sales Representatives and other sales representatives to coordinate service opportunities in assigned areas.
Manage marketing campaigns with Product Support Sales Representatives and coordinate post-repair customer follow-up with them.
Adjust shop labor rates as needed to gain business.
Work toward typical annual team and store profitability targets of 22% PAD, which may vary year to year.
Create, maintain, and close service calls in Microsoft A/X; correct service calls made in error and complete other repair documentation.
Evaluate applicable warranty, policy, and service update issues for the machine being repaired.
Present initial and revised estimates to customers and obtain consent before proceeding with repairs or additional work.
Meet expectations for final repair performance at or below quoted amounts.
Work as part of a team with a Lead Technician, Service Foreman, and technicians responsible for repairs.
Approve employee work time and adjust time charged to service calls as needed; prepare and deliver technician reviews with input from Lead Technicians.
Manage service-call details during repairs, including segments, charge codes, and job notes.
Use the service scheduling tool to schedule and maintain shop repair work for assigned team members and area.
Share responsibility for assigned technicians’ productivity.
Frequently update customers on service status and research, resolve, and follow up on questions and concerns.
Advise customers on repair-versus-replacement options and discuss technician-identified upsell items, obtaining consent or declining the work as appropriate.
Discount, credit, and reissue customer invoices as needed to support customer satisfaction.
Collaborate with Service leaders on internal Service Department policy decisions and coordinate allocation of policy expenses to appropriate internal accounts.
Meet break-even goals for goodwill and warranty decisions and year-end variance targets for policy and warranty accounts.
Work with the Lead Technician and/or Service Foreman to ensure quality-control measures are deployed effectively.
Finalize repairs by contacting customers, reviewing invoices in detail, and obtaining consent to close.
Invoice service calls in accordance with the WIP turns metric.
Contact customers after repairs by telephone to assess satisfaction.
Adhere to customer care standards and applicable safety policies, procedures, and standards.
Support company strategic programs, projects, and initiatives through training and teamwork as needed.
Promote the organization’s vision, mission, and values, and perform other duties as assigned.