Overview

Job DescriptionJob DescriptionDescription: Position SummaryThe 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.Essential Duties and ResponsibilitiesThe essential functions include, but are not limited to, the following:Serve as the primary customer contact by phone, email, and in person, managing expectations and delivering a positive service experienceReceive, prioritize, and coordinate incoming service requests while maintaining accurate customer and equipment information in the ERP systemCreate, maintain, and close work orders that are complete, accurate, and ready for technician executionSchedule field service, shop repairs, preventative maintenance, installations, and special projects to maximize technician productivity while meeting customer commitmentsPrepare estimates, quotations, and supporting documentation promptly to support customer approvals and timely scheduling of workIdentify and present additional service opportunities during customer interactions, including recommended repairs and preventative maintenanceCoordinate with technicians, Parts, Sales, Logistics, vendors, subcontractors, and other departments to ensure equipment, materials, and resources are available when neededPartner with the Warranty Department to open and process warranty claims, supplying the documentation and technical detail required for timely submissionMonitor the status of open work orders and projects, proactively communicating schedule changes, delays, and completion updates to customers and internal stakeholdersReview technician documentation for completeness and accuracy to support timely invoicing and minimize billing delaysSupport the Accounts Receivable Department's collection efforts by researching billing questions, providing service documentation, and following up with customers as directedCoordinate new equipment installations, warranty work, planned maintenance, and customer projects from planning through completionMaintain accurate documentation, customer communications, and service records in company systemsIdentify scheduling conflicts, workflow bottlenecks, and customer concerns, and recommend solutions that improve efficiency and service deliveryFollow all company safety protocols and support a safe working environment in office, shop, and yard areasSupport continuous improvement initiatives by following standardized operating procedures and contributing ideas that enhance customer satisfaction, workflow, and departmental performancePerform other duties and special projects as assignedTimely 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 equivalentThree or more years of experience in service coordination, dispatching, service advising, project coordination, customer service, or administrative supportProficiency with Microsoft Office Suite, including Outlook, Excel, and WordDemonstrated ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracyAssociate degree or technical training, preferredExperience in the heavy equipment, construction, refuse, truck, automotive, industrial equipment, or r