Service Advisor - Heavy Equipment

Ring Power Corporation, a full-line Caterpillar dealer with headquarters in St. Augustine and 26 locations throughout Florida and the United States, is dedicated to customer service and employs over 2,000 people.

About the role

The Shop Service Advisor works with the immediate Supervisor to assign and supervise technicians, set high standards, and act as a working leader in the assigned work area. This role is responsible for scheduling, supervising, and developing shop technicians while ensuring adherence to safety and repair processes.

Responsibilities

• Assign and supervise technicians, ensuring they are aware of safety requirements and job assignments prior to shift start.
• Establish procedures for troubleshooting and diagnosing equipment issues.
• Ensure all repair processes and safe work practices are followed.
• Assist technicians in diagnosing difficult problems.
• Schedule and conduct bi-monthly Toolbox Safety Meetings on relevant topics; document and save attendance lists.
• Coordinate service work flow and job assignments to shop technicians.
• Maintain high-quality repairs to ensure no faulty work leaves the shop.
• Communicate effectively with internal and external customers, as well as technicians.
• Notify customers immediately of additional repairs not included in the original estimate or work order.
• Review open work orders daily to ensure no work order remains open more than three days without just reason.
• Perform other duties as assigned.

Essential Competencies

• Safety: Fully supports and follows safe work behavior, prioritizing safety in the workplace.
• Job-Specific Skills: Demonstrates mastery of required knowledge and skills as identified in the Learning Management System (LMS).
• Coaching and Mentoring: Inspires and empowers team members, providing feedback and guidance to achieve challenging goals.
• Communication: Uses active listening and clear communication, ensuring information is understood and feedback is verified.
• Customer Oriented: Demonstrates concern for customer satisfaction, addressing concerns promptly and positively.
• Results Oriented: Maintains urgency and commitment to achieving results despite obstacles.
• Resource Management: Effectively schedules and manages resources (people, equipment, budgets) to meet business objectives.
• Adaptability: Adapts to changing business needs and recovers quickly from setbacks.
• Credibility: Demonstrates responsibility, reliability, and honesty in all actions.

Requirements

• High school diploma or GED.
• 3-4 years of relevant experience.
• Completion of all required training curriculum to be designated a Service Advisor.
• Ability to comprehend written material and communicate effectively with employees and customers.
• Moderate proficiency in computer use, Microsoft Office products, and relevant dealer software programs.

Preferred Qualifications

• Proficient use of computers, Microsoft Office products, and dealer software programs.

Working Conditions

• Stress Load: Regular exposure to stress (20-80% of the time).
• Workload Fluctuation: Frequent changes in priorities, complexity, or quantity of work.
• Work Schedule: Regular business hours with frequent requirements to work nights, holidays, and weekends.
• Organizational Impact: Performance directly impacts expenses, efficiencies, and achievement of department and company objectives.
• Supervisory Responsibility: Responsible for team members (no subordinate supervisors/managers).

Physical Demands

• Frequently (3-6 hours/day): Climbing, kneeling, reaching, standing, walking, pushing/pulling/lifting up to 25 lbs, talking, hearing.
• Occasionally (up to 3 hours/day): Balancing, stooping, crouching, crawling, feeling, fingering, grasping, repetitive motion, pushing/pulling/lifting 26-50 lbs.
• Constantly (6-8 hours/day): Sitting, inside conditions, exposure to atmospheric conditions (fumes, odors, dust, mists, gases, or poor ventilation).

Environmental Conditions

• Frequently (3-6 hours/day): Extreme heat (temperatures above 100°F for more than one hour), exposure to oils and other cutting fluids, air particulates/contaminants requiring respirator use.
• Occasionally (up to 3 hours/day): Outside environmental conditions, extreme cold (temperatures below 32°F for more than one hour), noise requiring shouting to be heard, vibration, hazards (e.g., moving mechanical parts, electrical current, working in high places, exposure to heat/chemicals).