Service Advisor-Tow/Haul Dispatch

Who We Are

Earthborne Trucks and Equipment has proudly served Warrington, Philadelphia, and surrounding areas for over 50 years. Over time, we’ve become your sales, service and trucking go-to. We provide our customers with an extensive line of construction, forestry, snow removal, and landscaping equipment in counties throughout Pennsylvania. We also serve surrounding communities with our 24-hour towing and hauling services. Our new facility in Warrington includes a state-of-the-art service department, an expansive equipment showroom, and a well-stocked parts counter, serving customers with all makes and models of heavy equipment and heavy-duty trucks alike.

What We Offer

• Health Insurance: Medical/Dental/Vision
• 401K
• Paid time off
• Paid training
• Flexible hours
• Fantastic culture and work environment
• Safety Shoe Program

Responsibilities

• Deliver exceptional customer service that exceeds customer expectations and reflects Earthborne's commitment to building long-term relationships.
• Serve as the primary point of contact for customers regarding equipment and truck service needs.
• Open, update, close, and accurately bill repair orders while ensuring all documentation is complete and accurate.
• Communicate repair status, estimates, delays, and completed work to customers throughout the service process.
• Schedule customer appointments and coordinate shop workloads to maximize technician productivity and minimize downtime.
• Dispatch road service technicians and coordinate towing and hauling requests during normal business hours.
• Prepare accurate repair estimates by working closely with technicians, parts personnel, and service management.
• Obtain customer approvals for recommended repairs and document all authorizations.
• Maintain detailed customer records and service history within the dealership management system.
• Aid with warranty documentation and administrative paperwork as needed.
• Follow up with customers after repairs to ensure satisfaction and address any remaining concerns.
• Respond promptly to incoming phone calls, emails, and walk-in customers in a professional and courteous manner.
• Help prioritize emergency repairs and customer breakdowns while balancing shop capacity.
• Maintain an organized service schedule and communicate changing priorities to all affected departments.
• Ensure compliance with company policies, manufacturer guidelines, and safety procedures.
• Participate in department meetings, ongoing training, and continuous improvement initiatives.
• Support the Service Manager with daily operational tasks and special projects as assigned.
• Actively contribute to achieving departmental goals for customer satisfaction, efficiency, profitability, and quality of service.
• Represent Earthborne Trucks and Equipment with professionalism, integrity, and a positive attitude at all times.

Qualifications

• A high school diploma or GED is required; an associate degree or technical training is preferred.
• A minimum of 2 years of experience in a customer service, service advisor, dispatcher, or administrative role; experience in the heavy equipment, trucking, construction, agricultural, or automotive industry is preferred.
• Proficiency with Google Workspace and/or Microsoft Office Suite (Outlook, Word, Excel).
• Experience with CDK, PFW, IntelliDealer, or other dealership management software is a plus.
• Strong customer service skills with the ability to build positive relationships and resolve concerns professionally.
• Excellent verbal and written communication skills with the ability to communicate effectively with customers, technicians, and management.
• Strong organizational and time management skills with the ability to prioritize multiple tasks in a fast-paced environment.
• The ability to remain calm under pressure and make sound decisions in a fast-paced service environment.
• A strong attention to detail and commitment to accuracy in documentation and billing.
• A self-motivated individual with the ability to work independently while contributing to a collaborative team environment.
• A basic mechanical aptitude or a willingness to learn heavy equipment and truck service terminology.
• A professional appearance and positive attitude with a commitment to delivering an exceptional customer experience.
• A dependable individual with excellent attendance and punctuality.
• A valid driver's license with an acceptable driving record preferred.
• The ability to pass a pre-employment background check and drug screening, where permitted by law.