Parts and Service Advisor - CAT Compact

About the role

This position coordinates day-to-day CAT Compact parts and service operations at the assigned North Dallas location. The Parts and Service Advisor serves as the primary point of contact for retail parts and service customers, processes transactions, schedules and prioritizes service work, directs service technicians, and supports safe, timely, high-quality work. The role also influences parts inventory and operating decisions to drive customer satisfaction, productivity, and gross profit performance.

The incumbent is expected to model the company’s mission and core business values, collaborate with internal and external resources, and participate in ongoing self-development.

Responsibilities

• Model, promote, reinforce, and reward consistent use of HOLT’s Values Based Leadership (VBL) tools to ensure alignment with the company’s Vision, Values, and Mission
• Serve as the primary point of contact for retail parts and service customers via phone, email, and in person; identify customer needs, communicate solutions, and provide timely updates
• Sell CAT parts and value-added dealership solutions; prepare quotes, complete parts orders, returns, and other transactions accurately and promptly
• Coordinate, schedule, and prioritize service work; assign tasks to technicians, communicate customer expectations and completion times, and monitor progress
• Review open work orders and documentation for accuracy; communicate service status to customers and management and support timely billing
• Plan and check the work of assigned service technicians; approve time and overtime, coordinate training, provide coaching, and address performance or workflow issues
• Provide input on employee selection, performance appraisals, pay decisions, corrective action, and other personnel matters for assigned employees
• Establish, model, and reinforce safe work practices and compliance with company policies, procedures, and shop standards
• Make or recommend parts inventory stocking decisions based on customer demand, equipment population, availability, and financial considerations
• Monitor parts and service activity, productivity, work quality, customer commitments, and gross profit performance; identify and implement improvements
• Maintain accurate customer, product, parts, and service information in applicable systems; ensure required reports and records are completed
• Promote dealer programs, parts ordering channels, and other products or services that support customer needs and dealership objectives
• Work overtime and participate in after-hours customer coverage as needed
• Adhere to all safety policies and company procedures; perform other duties as assigned

Requirements

• High school diploma or GED required; additional specialized or technical training, or some college coursework preferred
• Bachelor’s degree in Business, Management, or a related field preferred
• Minimum 3 years of related experience in equipment parts, service, customer service, or dealership operations
• Previous experience leading, scheduling, or directing the work of others preferred
• Must be able to obtain and maintain forklift certification
• Valid driver’s license required

Skills

• Working knowledge of construction equipment parts and service operations, including basic equipment uses, repair, maintenance, and parts requirements
• Knowledge of customer service, consultative sales, parts transactions, inventory practices, and service workflow
• Leadership skills to plan, assign, monitor, coach, and develop the work of others
• Scheduling, prioritization, and time management skills to coordinate multiple customer and technician commitments in a fast-paced environment
• Financial and operational judgment to consider inventory availability, productivity, work quality, customer satisfaction, and gross profit impact
• Critical thinking and problem-solving skills to identify issues, evaluate alternatives, and implement practical solutions
• Interpersonal and communication skills to work effectively with customers, technicians, sales employees, managers, and other internal and external contacts
• Ability to explain the value of dealership products, services, and value-added solutions over the phone and in person
• Proficiency with computers and standard office software; experience with computerized parts and service management systems highly desired
• Ability to maintain accuracy, attention to detail, and follow-through while managing frequent interruptions and changing priorities

Supervisory Responsibilities

Directly supervises assigned service technicians. Responsibilities include planning, scheduling, and checking work; approving time and overtime; coordinating training; coaching and developing employees; and maintaining safe work practices. Provides input on hiring, performance appraisals, pay decisions, corrective action, and other personnel matters.

Travel

Up to 25% travel may be required, including occasional overnight travel.

Physical Requirements

• Involves periods of sitting as well as frequent movement within office, counter, and shop areas to support customers and employees
• Frequent communication with others in person, by phone, and through electronic systems
• Routine use of standard office equipment, computers, phones, and parts and service systems
• Ability to safely move around and visually inspect construction equipment and shop work areas, including occasional reaching, climbing, kneeling, or crouching
• Occasionally moves materials or equipment weighing up to 50 pounds

Work Environment

• Work is performed in office, parts counter, and shop environments; may include occasional outdoor work exposed to weather conditions
• May work near moving mechanical parts, hazardous equipment, contaminants, and varying temperatures; appropriate personal protective equipment may be required
• Noise levels may be distracting or loud at times
• Frequently works at a fast pace with unscheduled interruptions and changing customer or operational priorities