Location
Duluth, MN | United States
Job description
Service Advisor
Duluth, MN
Full time
Our 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
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- 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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