Service Advisor

Western States Equipment•Meridian, ID

27d

About The Position

The Service Advisor works closely with the Service Manager to support customer-base growth and financial performance by aligning systems, people, and processes. The role assists customers through the repair process and serves as their primary contact from initial inquiry through invoicing and follow-up. The Service Advisor maintains detailed knowledge of each repair, creates and manages work orders—including repair stories, segments, and warranty or policy issues—and coordinates with technicians, service leadership, support functions, and customers to maintain communication and obtain customer consent. The position is intended to reduce work-order discrepancies through consistent communication and customer approval. The Service Advisor handles service inquiries, repair qualification, estimates and quotes, service-call documentation and scheduling, customer updates, repair approvals, invoicing, and post-repair satisfaction follow-up. The role also coordinates service opportunities and marketing campaigns with sales representatives, supports technician productivity and performance reviews, and helps manage warranty, policy, goodwill, and quality-control matters. The position requires advanced understanding of heavy-equipment repair and customer service, along with the ability to work independently and uphold applicable safety policies and company values.

Requirements

High school diploma or General Education Degree (GED), with proof required.
At least five years of experience diagnosing and repairing heavy equipment; Caterpillar or similar experience involving hydraulic, engine, and power-train systems is preferred.
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 ability to understand repair scope and processes for the assigned area, such as general repair, engine/generator, or truck.
Proven ability to troubleshoot, diagnose, and repair CAT machine systems.
Knowledge and use of Microsoft computer products or comparable systems.
Demonstrated conflict-resolution, customer-experience, and negotiation skills.
Strong written and verbal communication, planning, organization, leadership, and interpersonal skills.
Ability to set and manage priorities, work independently without supervision, and maintain consistent attendance.
Ability to meet applicable safety requirements.
Ability to sit for long periods and to walk, stand, climb stairs, reach, push, pull, lean, and twist.
Ability to lift 50 pounds.

Nice To Haves

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

Responsibilities

Serve as the primary point of contact for customers seeking service work and answer or direct incoming service calls.
Qualify customer repair needs and gather information to create accurate repair quotes or estimates.
Perform sales functions for service inquiries from phone and walk-in customers, including quotes, estimates, and bids.
Coordinate with the Service Pricing Group to provide estimates and quotes in accordance with Customer Care Standards.
Work with Product Support Sales Representatives (PSSRs) and other sales representatives to coordinate service opportunities in assigned areas.
Partner with PSSRs to manage marketing campaigns and conduct post-repair customer follow-up.
Discount shop labor rates as necessary to gain business and meet typical annual profitability targets of 22% PAD, which may vary year over year.
Create, maintain, correct, and close service calls in Microsoft A/X and complete other repair-related documentation.
Evaluate applicable warranty, policy, and service-update issues for the machines being repaired.
Present initial and revised repair estimates to customers and obtain consent before proceeding with work.
Meet expectations for final repair performance at or below quoted amounts.
Work as part of a repair team with a Lead Technician, Service Foreman, and technicians.
Approve employee work time and adjust time on service calls as needed.
Create and deliver technician reviews with input from Lead Technicians.
Manage service-call elements during repairs, including segments, charge codes, and job notes.
Use the service scheduling tool to schedule and maintain repairs for assigned team members and areas.
Share responsibility for the productivity of assigned technicians.
Provide frequent repair-status updates and research, investigate, resolve, and follow up on customer questions and concerns.
Advise customers on repair-versus-replacement options and explain potential upsell items, obtaining consent or declining the work as directed by the customer.
Discount, credit, or reissue customer invoices as needed to support customer satisfaction.
Collaborate with Service leaders on internal Service Department policy decisions and coordinate appropriate allocation of policy expenses to internal accounts.
Meet break-even goals for goodwill and warranty decisions and year-end variance targets for related accounts.
Work with the Lead Technician and/or Service Foreman to ensure quality-control measures are deployed effectively.
Finalize repairs by contacting the customer, reviewing the invoice in detail, and obtaining consent to close.
Invoice service calls in accordance with the WIP turns metric.
Follow up with customers by telephone after repairs to gauge satisfaction and adhere to customer-care standards.
Advocate for safety and comply with applicable safety policies, procedures, and standards.
May complete training and participate in support of the company’s strategic programs, projects, and initiatives.
Promote the organization’s corporate vision, mission, and values, and perform other duties as assigned.