Light Equipment and Paving Service Advisor

About the role

Wheeler Machinery is seeking a customer-focused and highly organized Light Equipment and Paving Service Advisor to support our Light Equipment and Paving operations. This role serves as the primary communication link between customers, technicians, supervisors, parts personnel, and other support departments. The Service Advisor is responsible for managing repairs from work order creation through invoicing while delivering a world-class customer experience and ensuring repairs progress efficiently through the shop. The ideal candidate takes ownership of assigned work orders, communicates proactively and effectively, thrives in a fast-paced environment, and drives accountability across all stakeholders to meet customer expectations and operational goals.

Key Responsibilities

• Customer Communication & Relationship Management: Serve as the primary point of contact for customers throughout the repair process. Provide timely updates regarding repair status, estimates, approvals, delays, and completion dates. Translate technical information into customer-friendly language. Address customer concerns professionally and effectively. Build customer confidence through proactive communication and follow-through. Some on-call responsibility.
• Work Order Management: Open, manage, and close work orders accurately and efficiently. Ensure documentation, labor coding, and repair information are complete and accurate. Coordinate estimates, approvals, warranty requirements, and invoicing activities. Monitor work order progress daily and remove barriers that could delay completion. Drive accountability for timely work order execution.
• Repair Coordination: Partner closely with technicians, supervisors, parts personnel, warranty teams, and PSSRs. Communicate customer priorities, work scope changes, and repair expectations. Coordinate resources needed to keep repairs moving. Escalate issues that may impact customer commitments or repair timelines.
• Interact Documentation & Communication: Maintain accurate and professional Interact documentation. Document all customer-facing and internal communications. Ensure repair decisions, approvals, delays, and commitments are clearly documented. Maintain visibility for all stakeholders through effective communication practices.
• Promise Date & WIP Management: Establish and maintain accurate Target Completion Dates (TCDs). Monitor work-in-process and actively drive repairs toward completion. Follow up on estimates, parts availability, customer approvals, and technician constraints. Support department performance objectives related to Promise Date accuracy, LLTI performance, and work order aging.
• Warranty & Administrative Support: Assist with warranty documentation and claims processing. Ensure work orders meet Wheeler and Caterpillar documentation standards. Support continuous improvement efforts focused on customer experience and operational efficiency. Maintain compliance with company policies and safety requirements.

Required Qualifications

• High school diploma or equivalent
• Strong customer service and communication skills
• Excellent organizational and time-management abilities
• Ability to manage multiple priorities in a fast-paced environment
• Strong attention to detail and documentation accuracy
• Proficiency with Microsoft Office and business systems
• Ability to work effectively with customers and cross-functional teams

Preferred Qualifications

• Service advisor experience in a heavy equipment, construction equipment, trucking, paving, or Caterpillar dealership environment
• Experience with DBS, Interact, SIS 2.0, warranty systems, or service management software
• Knowledge of Light Equipment and Paving product lines
• Understanding of service operations, estimating, and repair workflows

What Success Looks Like

• Exceptional customer communication and responsiveness
• Accurate and timely work order execution
• Strong Promise Date accuracy
• Reduced work order aging and improved LLTI performance
• Excellent CAT Interact documentation standards
• High levels of customer satisfaction and trust
• Strong collaboration with technicians, supervisors, and support teams

Join Wheeler Machinery and help deliver world-class service to Light Equipment and Paving customers while driving operational excellence and customer success.