Service Advisor I

PRIMARY FUNCTION:

This position is responsible for creating and communicating quotes and repair options to customers, providing technical support, assisting with scheduling and performing administrative duties.

Bilingual speaker preferred (English/Spanish)

ESSENTIAL DUTIES:

Customer Relations – 85%

• Responsible for creating and communicating 90% of all quotes and repair options to all internal and external customers in an effort to maximize department production capabilities.
• Review component inspection sheets and build repair quotes with options. Will deliver timely created quotes and obtain approvals, for all repair activities and communicates progress to the customer. Will advises the customer of any significant changes in the repair process or delays in scheduled commitments and communicates repair authorizations back to the service group.
• Coordinates customer’s request for shop repair/s and/or service (phone and walk-in), technical support. Uses several tools to include Modern and Future Service Scheduling programs to manage all department production efforts.
• Work with outside vendors and dealers to source parts availability and pricing.
•  Call and follow up on purchase order numbers and quotes for repairs.

Service Administration – 5%

• Opens and closes shop service work orders and looks for any outstanding service letters
• Reviews all paperwork for final invoicing.
• Manages the “no activity” work in process report to close shop work orders when needed.
• Print and distribute Caterpillar technical bulletins, service letters, and related product support technical information found when opening work orders.

Technical – 5%

• Reviews and approves technical labor for posting to work orders.
• Match up aftermarket seals for repairs.
• Processes customer orders the same day received, making certain that all documents necessary to the transaction are completed in an accurate manner.
• Prepares sales orders, specifying the terms of sale and delivery.  Complies with established company credit policies, including Cash on Delivery polices.
• Work with outside vendors and dealers to source parts and pricing needed.

Leadership – 5%

• In the absence of the Shop Supervisor this position coordinates job repairs priorities and assigns daily job assignments to techs and machinists.
• Works with the group leader to plan and coordinate agenda for the quarterly department training days, as well as other department meetings.
• Advises the service manager of any potential problems that might negatively impact shop production efforts or jeopardize customer relations.

MINIMUM REQUIREMENTS:

Education

High School graduate with 4 years experience in a similar administrative/advisor related position; or a two-year college with 2 years experience in a similar administrative/advisor related position.

Work Experience

 (see above) 

Physical

Must be able to work for long periods while seated. Must have the ability to clearly communicate with internal/external customers on the phone or in person. Outstanding customer relations and pleasant personality is a must.

Other:
Must be PC literate with advanced skills in Microsoft applications, as well as data base management.

This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval.