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Service Advisor

2 months ago

Duluth, United States Upland Talent Full time
Job DescriptionJob DescriptionOur Heavy Equipment Dealership Group has an opening for a Service Advisor who is responsible for customer calls coming into the branch. In this role, you will be opening service calls, providing updates and scheduling timelines, and/or providing other customer service. Strong customer service and communication skills will be necessary to ensure internal and external customers are supported and being keep up to date on processes.

Responsibilities:

Customer Contact at the branch:

  • Customer contact for repair scheduling
  • Contact for repair completion/status
  • Seek approval on repair estimates from internal or external customer
  • Confirm the readiness of machines for sales people/coordinators
  • Respond to Equipment Link Alerts escalated by condition monitoring
  • Contact for invoice disputes
  • Work with credit on uncollected COD

Sales/Internal Communication/Contact:

  • Update sales people on customer machines in the shop (include pictures)
  • Update sales people on shop/workload capacity
  • Arrange and Support Transportation for non-rental (ZRS & Heavy) transports

Service Contract Initiation:

  • Organize the flow parts kits, non-field service contracts, and technology set-ups
  • Monitor unexecuted service contracts
  • Main point of contact for service contracts
  • Check for service letters, safety letters, field campaigns, Equipment ID Requirements, and CVAs when opening a service call

Service Call Opening:

  • Open service calls and segments
  • Research warranty when opening a call or when requested
  • Use Standard Jobs when available
  • Schedule service
  • Contact credit for needed overrides & new account set-ups

Workflow Management:

  • Communicates clearly and frequently with the shop supervisor on the status of the jobs in the shop
  • Does not provide work instruction to technicians
  • Supports WIP management in conjunction with Service Call Administrators and Shop Supervisor

Qualifications:

  • High school degree/GED required; Associate’s degree preferred
  • 7+ years of customer service experience required
  • Mechanical aptitude required
  • Strong computer and Microsoft Office experience (Outlook, Word, Excel)
  • Strong phone and customer service required
  • Industry experience strongly preferred

Minimum Physical Requirements:

  • Lift/carry up to 10 lbs
  • Standing, walking, using hands, talking, hearing, stair climbing, forward reaching, bin lift, fingering/grasping .

This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

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