Service & Parts Advisor

Battle Motors•Detroit, MI

1d•Onsite

About The Position

Battle Motors is seeking a Service & Parts Advisor to join our growing team. We are a leader in the heavy-duty work truck industry, with a focus on new EV technology. This role is crucial for managing customer interactions, parts management, and business development. The ideal candidate will be responsible for end-to-end customer service, accurate parts quoting and ordering, and proactive business development efforts. This position requires strong communication, organizational, and system operation skills, and adherence to company policies and safety procedures.

Requirements

Experience with parts counter, phone, and inventory management.
Proficiency in identifying parts using VIN, serial number, model, and application.
Experience with parts portals, OEM catalogs, and parts manuals.
Ability to quote pricing and availability, convert quotes to orders, and track orders.
Experience in receiving shipments, verifying against purchase orders, and resolving discrepancies.
Knowledge of processing core returns, warranty part returns, and customer returns.
Experience with inventory cycle counts and variance investigation.
Familiarity with customer intake processes for service.
Ability to coordinate technician assessments and explain diagnostic processes.
Skill in creating written estimates and obtaining customer authorization.
Experience in creating work orders and assigning technicians.
Ability to provide proactive customer updates on repair status.
Experience in verifying quality checks and reviewing completed work with customers.
Ability to conduct customer follow-up calls and trigger satisfaction surveys.
Skill in building estimates using published labor times, VMRS coding, and parts pricing.
Ability to explain repair needs clearly to customers.
Experience in presenting and selling additional work.
Ability to identify warranty, goodwill, or customer-pay repair status.
Experience in scheduling shop work to maximize utilization.
Skill in handling customer concerns and de-escalating issues.
Proficiency in documenting customer interactions in HubSpot.
Experience operating Epicor for parts ordering and inventory.
Experience operating Fullbay for shop and parts workflow.
Experience operating VWMS for warranty-covered work.
Ability to invoice accurately and collect payment or verify account terms.
Ability to submit weekly activity reports.
Willingness to complete assigned Battle Motors University (BMU) training and certifications.
Adherence to the Battle Motors Environmental Health and Safety Program.

Nice To Haves

Experience in the heavy-duty work truck industry.
Familiarity with EV technology.
Experience with AMP Division, Epicor, and approved outside vendors for parts sourcing.
Experience with HubSpot for customer relationship management.
Experience with VMRS coding.
Experience with fleet proposals and TCO analyses.
Experience representing a company at industry events.

Responsibilities

Handle all walk-in, phone, and email parts inquiries, identifying correct parts using various systems and manuals.
Quote pricing and availability, convert quotes to orders, and manage order fulfillment.
Pull, stage, and kit parts for work orders, ensuring availability for scheduled work.
Source components from internal divisions and external vendors, securing competitive pricing and ETAs.
Receive incoming shipments, verify against purchase orders, resolve discrepancies, and put stock away.
Process core returns, warranty part returns, and customer returns per policy.
Perform weekly cycle counts, investigate variances, and flag slow-moving or obsolete stock.
Recommend stocking-level adjustments based on demand and repair patterns.
Manage the customer service experience from first contact through delivery and follow-up, adhering to the BTS customer intake process.
Build accurate estimates using published labor times, VMRS coding, and current parts pricing.
Explain repair needs clearly to customers, differentiating between required, recommended, and deferrable items.
Present and sell additional work discovered during service, obtaining customer authorization.
Identify repair warranty, goodwill, or customer-pay status and coordinate with Warranty Administration.
Schedule shop work in coordination with the General Manager and technicians to maximize utilization.
Handle customer concerns directly and de-escalate issues, escalating satisfaction risks to the General Manager.
Ensure all repairs adhere to the service policy directive, being processed exclusively through the Service Department.
Make a minimum of 10 new-customer contacts per week, logged in HubSpot.
Target specific customer segments in Southeast Michigan for business development.
Prospect for new business via phone, email, LinkedIn, and in-person visits.
Request referrals and introductions from satisfied customers.
Convert one-time repair customers into recurring accounts.
Re-engage dormant accounts and follow up on inbound leads.
Support the General Manager on formal fleet proposals and TCO analyses.
Represent Battle Motors at local industry events.
Document all customer interactions, quotes, work orders, and follow-ups in HubSpot.
Operate Epicor, Fullbay, and VWMS for parts, shop, and warranty workflows.
Invoice accurately, collect payment, or verify account terms before vehicle release.
Submit a weekly activity report to the General Manager.
Contribute to the documentation of BTS processes for future market replication.
Complete all assigned Battle Motors University (BMU) training and role certifications.
Adhere to the Battle Motors Environmental Health and Safety Program, following all safety rules and using PPE as required.