Parts and Service Advisor - CAT Compact

Description

• Demonstrate alignment with the company's mission and core business values; 
• Collaborate with key internal/external resources; 
• Participate in ongoing self-development.

Essential Functions

• Models, promotes, reinforces, and rewards the consistent use of HOLT's Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission
• Serves as a primary point of contact for retail parts and service customers by phone, email, and in person; identifies customer needs, communicates available solutions, and provides timely updates throughout the transaction or service process
• Sells CAT parts and value-added dealership solutions; prepares quotes and completes parts orders, returns, and other transactions for internal and external customers accurately and in a timely manner
• Coordinates, schedules, and prioritizes service work; assigns work to technicians, communicates customer expectations and estimated completion times, and monitors progress against commitments
• Reviews open work orders and supporting documentation for accuracy and completeness, communicates service status to customers and management, and supports timely customer billing
• Plans and checks the work of assigned service technicians; approves time and overtime, coordinates training, provides coaching and development, and addresses day-to-day performance or workflow issues
• Provides input on employee selection, performance appraisals, pay decisions, corrective action, and other personnel matters for assigned employees
• Establishes, models, and reinforces safe work practices and compliance with applicable company policies, procedures, and shop operating standards
• Makes or recommends parts inventory stocking decisions based on customer demand, equipment population, availability, and financial considerations
• Monitors parts and service activity, productivity, work quality, customer commitments, and gross profit performance; identifies and implements improvements within the assigned area of responsibility
• Maintains current and accurate customer, product, parts, and service information in applicable systems and ensures required reports and records are completed
• Promotes current dealer programs, parts ordering channels, and other products or services that support customer needs and dealership objectives
• Works overtime and may participate in after-hours customer coverage based on workload and business needs
• Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards
• Performs other duties as assigned

Knowledge, Skills, and Abilities

• Working knowledge of construction equipment parts and service operations, including basic equipment uses, repair, maintenance, and parts requirements
• Knowledge of customer service, consultative sales, parts transactions, inventory practices, and service workflow
• Leadership skills sufficient to plan, assign, monitor, coach, and develop the work of others
• Scheduling, prioritization, and time management skills to coordinate multiple customer and technician commitments in a fast-paced environment
• Financial and operational judgment sufficient to consider inventory availability, productivity, work quality, customer satisfaction, and gross profit impact
• Critical thinking and problem-solving skills to identify issues, evaluate alternatives, and implement practical solutions
• Interpersonal and communication skills sufficient to work effectively with customers, technicians, sales employees, managers, and other internal and external contacts
• Ability to explain the value of dealership products, services, and value-added solutions over the phone and in person
• Proficiency with computers and standard office software; experience with computerized parts and service management systems highly desired
• Ability to maintain accuracy, attention to detail, and follow-through while managing frequent interruptions and changing priorities

Requirements

• High school diploma or GED with additional specialized or technical training, or some college coursework, required
• Bachelor's degree in Business, Management, or a related field preferred
• Minimum 3 years of related experience in equipment parts, service, customer service, or dealership operations required
• Previous experience leading, scheduling, or directing the work of others preferred
• Must be able to obtain and maintain forklift certification

• Directly supervises assigned service technicians. Responsibilities include planning, scheduling, and checking work; approving time and overtime; coordinating training; coaching and developing employees; and maintaining safe work practices. Provides input on hiring, performance appraisals, pay decisions, corrective action, and other personnel matters.

• Up to 25% travel may be required, including occasional overnight travel
• Must have a valid driver's license

• This position involves periods of sitting as well as frequent movement within office, counter, and shop areas to support customers and employees
• This role frequently communicates with others and must be able to exchange accurate information in person, by phone, and through electronic systems
• Routinely uses standard office equipment, computers, phones, and parts and service systems
• Must be able to safely move around and visually inspect construction equipment and shop work areas, including occasional reaching, climbing, kneeling, or crouching
• Occasionally moves materials or equipment weighing up to 50 pounds

• Work is performed in office, parts counter, and shop environments and may include occasional outdoor work exposed to weather conditions
• May work near moving mechanical parts, hazardous equipment, contaminants, and varying temperatures; appropriate personal protective equipment may be required
• Noise levels may be distracting or loud at times
• Frequently works at a fast pace with unscheduled interruptions and changing customer or operational priorities