Service Advisor

We are a premier company in North America, specializing in selling and servicing unique equipment. Our dedication lies in empowering businesses to operate safely and efficiently, even in the most challenging locations.

Apply to learn more!

Great pay + benefits
Excellent work culture
Upward mobility

Responsibilities:

● Greet customers, complete equipment intake, and prepare internal documents
● Consult with technicians and the Service Manager about needed repairs and
alternative solutions
● Answer customer questions about service outcomes and consult with technicians
when necessary
● Prepare and present customer quotes
● Assist customers with warranty claims and scheduling future service needs
● Inform customers about potential cost-saving options
● Basic technical troubleshooting skills (electric/ hydraulic/ mechanical)
● Assist in scheduling workflow
● Make minor repairs and assist technicians where necessary
● Clearly explain the technician’s repair recommendations to the customer
● Informing customers of changes in service or when their equipment is ready to
be picked up
● Assist with final prep and cleaning before release to the customer
● Collaborate with Parts and Technical Support Teams.

Cultivate relationships with customers, coordinating service activities, and providing transparent communication regarding job scheduling, invoicing, and future repair needs.
Develop and implement effective Service Department processes to ensure customer satisfaction.
Set annual goals and budgets for the Service Department in alignment with organizational objectives.
Promote the sharing of best practices and standard processes within the Service Department.
Oversee the work order closing process, ensuring accuracy and appropriateness of parts and labor.
Manage scheduled service maintenance plans and annual safety inspections.
Collaborate with the Marketing department to promote service offerings.
Coordinate with the Warranty Administrator to ensure appropriate actions are taken.
Lead and manage Supervisors and Technicians, providing performance evaluations, coaching, and training.
Foster a safety culture within the Service Department, investigating accidents and preparing reports.
Manage shop tools, fleet inventory, and parts stocking levels.
Requirements:

Technical knowledge of heavy equipment or similar machinery.
Experience in Service Department operations.
Proficiency in electrical and hydraulic diagnostics.
Strong leadership and communication skills.
Demonstrated ability to deliver exceptional customer service.
Proficiency in computer software, Salesforce experience preferred.
Valid driver’s license with a clean record.
Strong problem-solving and math skills.
Ability to analyze internal reports and manage high-volume workflow.
Experience in Parts Distribution is a plus.
Ability to work in a fast-paced environment with a sense of urgency.
Desired Qualifications:

IPAF certified
CPR/AED certification
Class 7 forklift (telehandler) certification or willingness to train.