Service Advisor

About the role

The Service Advisor serves as the primary point of contact for customers interacting with the Service Department, both in person and over the phone. This role is critical in creating a positive first impression, managing service communications, and ensuring an exceptional Gooseneck customer experience. The Service Advisor supports the efficiency of shop operations and coordinates closely with the Shop Foreman, Parts Department, and Service Technicians to ensure accurate, timely, and high-quality service delivery.

Responsibilities

• Serve as the first point of contact for all customer interactions with the Service Department—both walk-in and phone calls.
• Manage all inbound service-related phone traffic, ensuring prompt and professional responses.
• Greet and assist walk-in customers, guiding their needs and inquiries without redirecting them to the Shop Foreman.
• Collaborate with the Shop Foreman to align on scheduling and job priorities.
• Work with the Parts Department, including the Extended Support Service Parts Advisor, to ensure timely parts availability for scheduled service work.
• Accurately document all customer and equipment information in work order notes, including contact info, directions, machine codes, recent issues, and behaviors.
• Prepare service quotes, sell maintenance inspections, and clearly communicate service options to customers.
• Provide timely updates and proactive follow-up communication to customers throughout the service process.
• Manage and de-escalate customer complaints or concerns, involving the Service Manager when necessary.
• Champion and consistently deliver the Gooseneck Experience in every customer interaction.

Requirements

• A high school diploma or equivalent required; technical or vocational training is a plus.
• 3+ years of experience in a service department or customer-facing role, preferably in the agricultural equipment industry.
• Proven ability to deliver exceptional customer service with strong verbal and written communication skills in high-paced environments.
• Understanding of service operations, including labor rates, quoting, and scheduling; ability to interpret internal reports and prioritize work effectively.
• Proficient in Microsoft Office and internet-based tools; familiarity with John Deere equipment and competitive products is highly preferred.
• Highly organized, able to multitask, and willing to work extended hours and weekends to meet customer needs.