Service Advisor

General Purpose

The Service Advisor is the front line of contact for customers calling into or visiting the branch. They are responsible for positive and effective communication with AVE-PLP customers and internal service team to ensure the customer's needs are met.

Essential Functions

• Act as the primary customer contact for the location’s Service Department.
• Aid in technical requests from service technicians and customers.
• Communicate with customers to schedule service, ensuring all inbound equipment is properly noted and tagged, as well as collecting payment for services rendered.
• Help service technicians improve overall labor performance by creating efficiency gains through tasks such as inspecting, moving equipment, procuring special tools, ordering/returning parts, and providing technical advice including scheduling internal and external training.
• Schedule and assign jobs and work areas to employees according to their skills and knowledge.
• Review work orders for completeness and accuracy prior to customer billing.
• Ensure all departmental tools, equipment, and vehicles are in good working order.
• Work with technicians to help accurately quote service work and sell needed repairs to customers.
• Submit all service warranty and Product Improvement Program (PIP) claims within the required timeframe to receive maximum credit.
• Develop, communicate, enforce, and monitor effective Service Department processes to ensure internal and external customer satisfaction.
• Participate and lead specific accountability areas regarding annual Service Department goals and budget in alignment with overall company financial and operational objectives.
• Occasionally help in coordinating customer clinics, field days, and related promotional events.
• Assist with supervising and participating in staffing and employee development activities.
• Perform other duties as required and necessary to ensure the success of AVE-PLP.

Supervisory Duties

• Assists with managing the Service Technicians and other Service Department staff in accordance with the company’s policies and applicable laws.
• May supervise non-revenue positions (i.e., maintenance, drivers, etc.), turf technicians, and the turf customer business segment.

Qualifications

• Ability to consistently promote, support, work, and act in a manner in support of AVE-PLP’s DNA.
• Strong leadership and customer service skills.
• Knowledge of John Deere and competitive products.
• Ability to communicate effectively to individuals and groups, both verbally and written.
• Basic understanding of financial principles relative to Service Department operations and analyze and interpret internal reports.
• Excellent time management skills to manage work orders in a high-volume shop.

Education

• A High School Diploma or General Education Diploma (GED) is required.
• An Associate’s or bachelor’s degree is preferred.

Experience

• Three or more years of experience in Service Department operations required.
• Management experience is preferred.

Additional Requirements/Licenses/Certifications

• Must have reliable transportation.
• Must have and maintain a valid driver’s license.
• Passing a driving record (MVR), criminal history background checks, employment verification, and drug screen will be required prior to the start of employment.
• Forklift license preferred or ability to obtain one.
• Ability to work extended hours and weekends.

Physical Activities

• Ability to stand, sit, walk, walk on unpaved terrain, talk, reach with arms and hands, have good manual dexterity, use hands and fingers to operate a computer and telephone keyboard, handle or feel, hear alarms/telephones/normal speaking voice.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• May involve climbing ladders, stairs, steps, and traversing catwalk grating, pushing, pulling, bending, stooping, and kneeling on a frequent basis and working in confined space and manual dexterity required to complete work tasks through safe and proper operation of power and hand tools, and motor vehicles.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• Moving, positioning, and carrying loads of up to 5 pounds upstairs and loading on four-foot-high surfaces frequently.
• Strenuous physical work involving heavy lifting, pushing, or pulling of objects up to 50 pounds frequently and 100 pounds occasionally.