Service Advisor

About the role

The Service Advisor is the primary point of contact for customers throughout the service lifecycle, coordinating communication between customers, technicians, Parts, Sales, vendors, and internal departments. This role manages service requests from initiation through invoicing by creating work orders, scheduling resources, preparing estimates, coordinating projects, maintaining accurate documentation, and delivering an exceptional customer experience. The Service Advisor plays a key role in maximizing shop productivity by ensuring work is scheduled efficiently, information is accurate, customers are informed, and service processes are executed consistently.

Responsibilities

• Serve as the primary customer contact by phone, email, and in person, managing expectations and delivering a positive service experience
• Receive, prioritize, and coordinate incoming service requests while maintaining accurate customer and equipment information in the ERP system
• Create, maintain, and close work orders that are complete, accurate, and ready for technician execution
• Schedule field service, shop repairs, preventative maintenance, installations, and special projects to maximize technician productivity while meeting customer commitments
• Prepare estimates, quotations, and supporting documentation promptly to support customer approvals and timely scheduling of work
• Identify and present additional service opportunities during customer interactions, including recommended repairs and preventative maintenance
• Coordinate with technicians, Parts, Sales, Logistics, vendors, subcontractors, and other departments to ensure equipment, materials, and resources are available when needed
• Partner with the Warranty Department to open and process warranty claims, supplying the documentation and technical detail required for timely submission
• Monitor the status of open work orders and projects, proactively communicating schedule changes, delays, and completion updates to customers and internal stakeholders
• Review technician documentation for completeness and accuracy to support timely invoicing and minimize billing delays
• Support the Accounts Receivable Department's collection efforts by researching billing questions, providing service documentation, and following up with customers as directed
• Coordinate new equipment installations, warranty work, planned maintenance, and customer projects from planning through completion
• Maintain accurate documentation, customer communications, and service records in company systems
• Identify scheduling conflicts, workflow bottlenecks, and customer concerns, and recommend solutions that improve efficiency and service delivery
• Follow all company safety protocols and support a safe working environment in office, shop, and yard areas
• Support continuous improvement initiatives by following standardized operating procedures and contributing ideas that enhance customer satisfaction, workflow, and departmental performance
• Perform other duties and special projects as assigned

Timely work order processing is an important expectation of this role, including minimizing the time between the final labor entry on a work order and the generation of the customer invoice. Additional performance expectations may be established by the Branch Operations Manager based on business needs.

Requirements

• High school diploma or equivalent
• Three or more years of experience in service coordination, dispatching, service advising, project coordination, customer service, or administrative support
• Proficiency with Microsoft Office Suite, including Outlook, Excel, and Word
• Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy

Qualifications

• Associate degree or technical training, preferred
• Experience in the heavy equipment, construction, refuse, truck, automotive, industrial equipment, or related service industry, preferred
• Experience with ERP or service management software such as Flyntlok, Sage, or a similar platform, preferred

Schedule

This is a fully onsite position - Monday through Friday, 8:00 AM to 5:00 PM PST.

Physical Demands and Work Environment

• Prolonged periods of sitting, standing, and working at a computer
• Frequent use of telephones and other office equipment
• Occasionally lift or move up to 25 pounds
• Ability to work within an office, shop, and yard environment as business needs require