Service Advisor

Bobcat of Brantford•Brantford, ON

1d•CA$26 - CA$34•Onsite

About The Position

Service Advisor is a customer-facing role responsible for delivering an exceptional ownership experience by supporting service operations from intake through completion. This position serves as a key connector between customers, technicians, and internal departments—ensuring equipment is maintained and repaired efficiently while driving strong service performance, customer satisfaction, and retention. The ideal candidate is organized, technically curious, customer-focused, and thrives in a fast-paced dealership environment.

Requirements

Proficient with dealership management systems and service scheduling software.
Comfortable using CRM tools (Insightly / Touchpoints), mobile applications, and equipment telematics.
Able to prepare and interpret service estimates, invoices, and reports using Microsoft Office tools.
Customer-first mindset with strong communication and relationship-building skills.
High attention to detail, organization, and follow-through.
Ability to lift 35–55 lbs and work in a physically active setting.
Valid G-class driver’s license with a clean driving record (abstract may be requested).
Comfortable multitasking in a fast-paced, high-volume environment.
Willingness to complete manufacturer and dealership training (online and in-person).
Technically curious and comfortable learning new systems and equipment platforms.

Nice To Haves

Experience in heavy equipment, automotive, powersports, or dealership service environments preferred.

Responsibilities

Greet and assist customers in person, by phone, and via email with service-related inquiries.
Act as a trusted advisor by identifying customer concerns and recommending appropriate repairs, inspections, and preventative maintenance solutions.
Prepare accurate service estimates and work scopes, proactively identifying value-added maintenance and service opportunities.
Clearly explain repair needs, service timelines, and next steps to build trust and transparency.
Provide regular updates on work progress and follow up after service completion to ensure a positive customer experience.
Educate customers on equipment care, service intervals, and preventative maintenance best practices.
Convert customer concerns into clear, detailed work orders with accurate technician instructions.
Schedule in-shop and field service work while balancing technician availability, workflow efficiency, and customer urgency.
Monitor work-in-progress (WIP) and proactively identify delays or constraints.
Collaborate closely with technicians to align repair timelines, service scope, and estimate accuracy.
Support service intake processes, including Arrival Condition Reports (ACRs) for new or incoming equipment.
Ensure completed service work is properly documented, billed, and closed in a timely manner.
Support accurate customer and warranty invoicing.
Maintain organized service histories, technician notes, estimates, and warranty documentation.
Assist with warranty claim submissions and follow-ups as required.
Review telematics data, factory service bulletins, and service notices when applicable to customer equipment.
Collaborate with Sales and Rentals teams to provide seamless customer support and consistent communication.
Assist with planning and promoting service campaigns, seasonal maintenance reminders, and customer outreach initiatives.
Support company events, product demos, and customer appreciation activities as needed.
Help maintain clean, safe, and organized service areas.
Assist with yard organization, machine staging, and equipment flow as required.
Support general facility upkeep and safe handling of equipment during service intake and release.