Service Advisor

Battle Motors•Detroit, MI

About The Position

Battle Motors prides itself on delivering efficient, effective solutions for the heavy-duty work truck industry. With the evolution of our new EV (Electric Vehicle) technology, we are growing faster than ever. At Battle Motors, we believe the most fulfilling place to work is where extraordinary people collaborate to solve difficult problems. We are seeking a skilled and customer-focused Service Advisor to serve as the primary point of contact between our customers and the service department. The Service Advisor is responsible for managing the full service experience from initial consultation through repair completion and follow-up. This role requires strong communication skills, a working knowledge of medium-heavy duty truck systems, and the ability to coordinate effectively between customers, technicians, and the parts department to ensure timely, accurate, and high-quality service delivery.

Requirements

This position will adhere to the Battle Motors Environmental Health and Safety Program by following all safety rules, procedures, practices, training, and safe use of equipment; this includes use of personal protective equipment (PPE) as required.
This individual will work in a way that stresses the importance of preventing injury, accidents, or illnesses to themselves or co-workers by correcting or reporting unsafe situations, incidents, or occurrences to their Supervisor immediately.

Responsibilities

Customer Interface:
Greet customers professionally, assess their service needs, and clearly document vehicle concerns and symptoms.
Provide accurate repair estimates including labor, parts, and expected completion timelines.
Obtain proper customer authorization before initiating all repair work.
Communicate repair status updates to customers throughout the service process, including any changes in scope, cost, or timeline.
Handle customer inquiries, concerns, and complaints with professionalism, escalating to the General Manager when necessary.
Build and maintain strong relationships with fleet accounts and repeat customers.
Service Coordination:
Write detailed, accurate repair orders that clearly communicate customer concerns and required diagnostics to technicians.
Prioritize and schedule incoming work based on urgency, bay availability, and technician capacity.
Coordinate with the parts department to confirm parts availability and ensure timely procurement for scheduled repairs.
Monitor work-in-progress to ensure jobs are completed on time and within quoted estimates.
Review completed repair orders for accuracy and completeness before customer invoicing.
Facilitate communication between technicians and customers when additional repairs or diagnostic findings arise.
Administrative and Operational:
Maintain accurate records in the shop management system (FullBay), including customer information, repair orders, estimates, authorizations, and notes.
Process warranty claims in accordance with manufacturer and component supplier guidelines.
Track and follow up on open estimates, declined services, and pending authorizations.
Support invoicing, payment collection, and accounts receivable follow-up as needed.
Assist in maintaining an organized and professional service drive and customer waiting area.
Participate in team meetings, contribute customer feedback, and support continuous improvement initiatives.
Business Development Support:
Identify and recommend additional services and preventive maintenance based on vehicle condition and manufacturer recommendations.
Support the Boots on the Ground outreach initiative by maintaining awareness of customer needs and competitive landscape.
Contribute to customer retention efforts through consistent follow-up, quality communication, and service excellence.
Log prospect and customer interactions in FullBay to support business development tracking.