Service Advisor

Responsibilities

• Responds to customer inquiries (calls, emails, walk-ins) regarding current and future service repairs.
• Interviews customers to identify service needs and schedules work accordingly.
• Prepares and coordinates repair quotes with shop supervisors or regional quoters.
• Collaborates with shop management to prioritize and open work orders.
• Transfers work orders to shop supervisors for execution; updates orders as needed.
• Completes Cat Inspect reports, quotes additional repairs, and obtains customer approval.
• Maintains a visual scheduling board to track and close service work; supervisors close individual segments.
• Follows up with customers during and after repairs to ensure satisfaction.
• Coordinates with service management on customer goodwill and processes COD orders.
• Performs other duties as assigned.

Requirements

• High School or GED Required
• Associate's degree or certification in Diesel Technology. 2-5 years of construction or agriculture heavy equipment service support required.
• Direct experience creating work orders, dispatching technicians, creating technician schedules, and attending to customer calls daily.
• Experience with quoting repairs on heavy equipment is required.
• Strong time management, analytical and problem-solving skills, a team player, and customer-focused are required.
• Strong computer skills with proficiency in Microsoft Office Outlook.
• Strong written and oral communication skills with conflict resolution skills, and must be detail-oriented, organized, and uphold a professional demeanor.

Preferred

• 3 - 5 years of recent experience with service writing or service advisor positions in construction heavy equipment.
• Associate's degree or certification in Diesel Technology preferred.
• Experience with DBS/AS400 and Cloudlink is preferred.
• Experience with quoting repairs on heavy equipment.
• Strong time management, analytical and problem-solving skills, a team player, and customer-focused.
• Strong computer skills with proficiency in Microsoft Office Outlook.
• Strong written and oral communication skills with conflict resolution skills, and must be detail-oriented, organized, and uphold a professional demeanor.