Service & Parts Advisor

About the Role

This position is a blend of parts handling, service advisory, and business development, with responsibilities distributed approximately as follows: 35% parts (counter, phone, and inventory), 35% service advisory (intake through delivery), 20% business development, and 10% administration, systems, and documentation.

Responsibilities

Parts — Counter, Phone, and Inventory

• Handle all walk-in, phone, and email parts inquiries: identify the correct part by VIN, serial number, model, and application using the Battle Motors Parts & Service Portal, OEM component supplier catalogs, and parts manuals.
• Quote pricing and availability, convert quotes to orders, and follow orders through to receipt and customer pickup or delivery.
• Pull, stage, and kit parts for all open work orders.
• Confirm parts availability for scheduled work and place orders for non-stock items no later than 48 hours ahead of the appointment.
• Source components through the AMP Division, Epicor, and approved outside vendors when a part is not stocked locally; secure competitive pricing and realistic ETAs and communicate both accurately.
• Receive incoming shipments, verify against the purchase order, resolve discrepancies and shortages with the vendor or AMP, and put stock away in its assigned location the same day it arrives.
• Process core returns, warranty part returns, and customer returns per policy; maintain the core and return staging area in an auditable condition.
• Perform weekly cycle counts on high-velocity items, investigate variances, and flag slow-moving or obsolete stock to the General Manager for pricing, return, or write-down decisions.
• Recommend stocking-level adjustments based on observed demand, upcoming scheduled work, and repeat failure patterns.

Service Advisory — Intake Through Delivery

• Own the customer service experience end-to-end, following the BTS customer intake process:
  • First contact: greet the customer (phone, email, or walk-in) and capture fleet name, VIN, symptom or service request, and operational urgency.
  • History review: pull vehicle history from HubSpot and VWMS; identify open or relevant prior warranty claims on Battle Motors units.
  • Initial assessment: coordinate the technician's visual assessment; if diagnosis is required, explain the diagnostic process and estimated diagnostic time up front.
  • Estimate and authorization: present a written estimate before any work begins. Obtain signed authorization on any repair over $500. Commit to a realistic completion timeline.
  • Work order creation: open the work order, assign the technician, and stage the parts.
  • Status updates: for any repair expected to exceed four hours, provide at least one proactive customer update per day. The customer should never have to call for status.
  • Delivery: verify the quality check is complete, review the finished work order with the customer (what was done, what parts were used, what to expect next), and present the invoice.
  • Follow-up: call the customer 3–5 business days after pickup to confirm satisfaction, log the call, and trigger the CSI survey.
• Build accurate estimates using published labor times, VMRS coding, and current parts pricing.
• Explain the difference between required repairs, recommended repairs, and deferrable items in plain language.
• Present and sell additional work discovered during service. No additional work is performed without documented customer authorization.
• Identify whether a repair is warrantable, goodwill, or customer-pay before the work is written, and coordinate with Warranty Administration on any claim-eligible repair.
• Schedule the shop in coordination with the General Manager and technicians to maximize bay utilization and technician productive hours.
• Handle customer concerns directly and de-escalate at the counter; escalate genuine satisfaction risks to the General Manager the same day.
• Maintain and adhere to the December 31, 2025 service policy directive — any repair, modification, correction, or adjustment identified after a vehicle leaves the factory is initiated, authorized, scheduled, and financially processed exclusively through the Service Department, without exception.

Business Development

• Make a minimum of 10 new-customer contacts per week, logged in HubSpot with company, contact name and title, method, response, and next step. This is a standing, non-negotiable expectation of the role.
• Target Southeast Michigan Class 8 vocational fleets of 5+ units, municipalities across Wayne, Oakland, Macomb, Washtenaw, and Monroe counties, and conquest accounts currently served by independent shops or competitive dealer service lanes.
• Prospect by phone, email, LinkedIn, and in-person visits to fleet facilities in the Plymouth/Detroit area.
• Ask every satisfied customer for a referral and an introduction. Referrals are the highest-yield acquisition channel available to BTS.
• Convert one-time repair customers into recurring accounts: PM programs, seasonal campaigns, parts stocking agreements, and scheduled fleet service.
• Re-engage dormant accounts and follow up on all inbound web, phone, and social leads within one business day.
• Support the General Manager on formal fleet proposals and TCO analyses by supplying account history, service data, and pricing detail; engage the Sales Quotes & Proposals Manager at least 10 business days ahead of any customer presentation.
• Represent BTS at local fleet, municipal, and industry events as directed.

Administration, Systems, and Documentation

• Document every customer interaction, quote, work order, and follow-up in HubSpot. If it is not in HubSpot, it did not happen.
• Operate Epicor for parts ordering, fulfillment tracking, and inventory transactions; Fullbay for shop and parts workflow; and VWMS for warranty-covered work.
• Invoice accurately and completely; collect payment or verify account terms before vehicle release per BTS credit policy.
• Submit a weekly activity report to the General Manager: parts sales, service revenue written, open work orders, new-customer contacts made, and any service issues.
• Contribute to the BTS process documentation effort — this location is the franchise blueprint, and the intake, estimating, parts ordering, and account management processes performed in this role are being documented for replication in future markets.
• Complete all assigned Battle Motors University (BMU) training and role certifications on schedule.

Safety and Compliance

• Adhere to the Battle Motors Environmental Health and Safety Program by following all safety rules, procedures, practices, training, and safe use of equipment; this includes use of personal protective equipment (PPE) as required.
• Work in a way that stresses the importance of preventing injury, accidents, or illnesses to themselves or co-workers by correcting or reporting unsafe situations, incidents, or occurrences to their Supervisor immediately.