Service Advisor

The Service Advisor works closely with the Service Manager to ensure the continued growth of the customer base and financial performance through the alignment of systems, people and process. The Service Advisor assists in the customer repair process and is the primary customer contact throughout the life of the repair. This includes all customer correspondence and documentation related to the repair from inquiry to invoice/follow-up. The purpose for this role is to ensure the highest levels of customer service possible is provided through constant communication with the Service Foreman, Lead technicians, support functions, and the customer. The Service Advisor will be intimate with each repair and will be able to create and maintain the work order including story writing, segment creation, warranty/policy issues, etc. Through this single point of contact, constant customer communication and customer consent, this role will virtually eliminate work order discrepancies.

ESSENTIAL FUNCTIONS:

• Functions as primary point of contact for customers seeking service work. Answers and directs incoming Service phone calls.
• Qualifies the repair needs with the customer and collects the necessary information needed to accurately create a quote or estimate of repair.
• Performs all sales functions (quotes, estimates, bids, etc.) for incoming phone calls and walk-in customers needing service work.
• Works closely with Service Pricing Group to provide an estimate or quote to the customer in adherence with Customer Care Standards.
• Works closely with Product Support Sales Representatives (PSSRs) and other department's sales representatives (Sales Representatives, Rental Sales Representatives) to coordinate service opportunities in their assigned areas.
• Manages marketing campaigns in partnership with PSSRs that are designed to drive business into their assigned areas.
• Coordinates with PSSRs for post-repair customer follow up.
• Discounts shop labor rates to gain business as necessary.
• Meets typical annual targets of 22% PAD (may vary year over year) for annual profitability of the team and the store.
• Performs all necessary work functions in Microsoft A/X specific to the service call process by creating, maintaining and closing all service calls.
• Performs any necessary re-work associated with a service calls done in error and any other document required for the repair.
• Evaluates all Warranty, Policy, and Service update issues that may be required for the particular type of machine being repaired.
• Presents initial quote or estimate for work required to the customer and any ongoing changes to gain consent to move forward with the repair.
• Meets final repair performance versus quoted amounts expectations of on or under quote.
• Functions as a team member with a Lead Technician, Service Foreman and a group of technicians responsible for the actual repair.
• Approves employees' work time and adjusts employee time on service calls as needed.
• Creates and delivers technician reviews with the input of lead technicians.
• Adds, deletes or otherwise manages different elements of a service call during repair process, including: segments, charge codes, job notes, etc.
• Uses the Service scheduling tool to schedule and maintain all aspects of the repair in the shop specific to their assigned team members and area.
• Shares responsibility for the productivity of the technicians assigned to the team.
• Provides frequent communication of service status updates for each customer, as well as research, fact-finding, resolution and follow-up of customer questions and concerns so that nothing come as a surprise to the customers. Provides advice related to replace versus repair options.
• Contacts the customer, after input from the Technician, with any up-sell items and explains the issue; then either gains consent to perform the work or proceeds without doing the work.
• Discounts, credits and re-issues customer invoices as needed to ensure customer satisfaction
• Collaborates with Service leaders in making internal policy decisions for the Service Department and will work with other departments to ensure the policy expenses from their areas are allocated to the appropriate internal accounts.
• Meets the break-even goal for all goodwill and warranty decisions and the variance of those policy and warranty accounts at the end of the year.
• Works with Lead Technician and/or Service Foreman to ensure quality control measures have been effectively deployed
• Finalizes all repair work by contacting the customer, reviewing the invoice in detail, and gaining customer consent to close.
• Will be measured by and held accountable for invoicing service calls according to WIP turns metric.
• Follows up with customers post repair to gauge customer satisfaction via the telephone.
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States. Adhere to all applicable safety policies, procedures and standards.
• May accomplish training and serve as a team member in support of Western States' strategic programs, projects, and initiatives.
• Works within and promote corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Possesses advanced technical skills necessary to understand the scope of work and high level processes involved with the repair specific to their assigned area. (General Repair, Engine/Generator, Truck, etc.)
• Proven ability to troubleshoot, diagnose, and repair all CAT machine systems.
• Knowledge and use of Microsoft computer products or other comparable systems required.
• Proven conflict resolution, customer experience, and negotiation skills.
• Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.
• Ability to set and manage priorities.
• Must be a self starter and able to work without supervision.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED).
• Associates Degree from an accredited vocational school preferred.
• Five years minimum experience in diagnosis and repair of heavy equipment working on heavy equipment in a Caterpillar or similar environment with Hydraulic, Engine and Power-Train experience preferred.
• One year prior management experience, with P&L responsibility preferred.
• Two years' customer service experience in the heavy equipment industry required.
• Sales experience preferred.
• Valid driver's license and acceptable driving record required.
• Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS:

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Must be able to lift 50 pounds.
• Must be able to meet all safety requirements for applicable safety policies.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.