Service Advisor

The Service Advisor serves as the primary liaison between customers and the service department.

This role is responsible for scheduling service work, preparing accurate estimates, coordinating repair instructions, and ensuring that customer expectations are met throughout the repair process.

The Service Advisor also plays a critical role in selling additional services, maintaining regulatory compliance, and supporting the overall productivity, safety, and profitability of the dealership.

Essential Duties and Responsibilities

Customer & Service Coordination


* Greet customers, take repair requests, and provide accurate cost and time estimates in a timely manner.


* Maintain clear, proactive communication with customers throughout the repair process, ensuring expectations are understood and met.


* Develop strong working relationships with customers to drive satisfaction, retention, and dealer growth.

Work Order & Documentation Management


* Open, update, and close repair orders with accuracy and efficiency.


* Complete warranty documentation and related financial recordkeeping tasks as required by OEM and dealership standards.


* Ensure all parts purchases and related charges are documented correctly and on time.

Technician & Shop Support


* Provide technicians with clear repair instructions, job details, and performance expectations.


* Conduct evaluations and work quality reviews with technicians to ensure compliance with dealership and OEM standards.


* Coordinate with the Parts Department to ensure timely availability of required components.

Compliance & Safety


* Ensure all regulatory requirements related to vehicles, shop environments, and warranty administration are met.


* Promote and support a safe, efficient work environment that complies with OSHA and company safety standards.


* Report operational concerns, compliance issues, and performance metrics to the Service Manager as required.

Secondary Duties


* Attend required company training and OEM programs to maintain up-to-date knowledge.

Required Qualifications

Education


* High school diploma or equivalent required.

Experience


* Minimum of 5 years' experience as a heavy truck or equipment technician.


* Prior experience with Mack and Volvo products, dealership operations, and OEM systems preferred.


* Experience with regulatory compliance related to vehicles, warranties, and shop operations.

Knowledge, Skills, and Abilities


* Strong technical troubleshooting knowledge with heavy trucks or equipment.


* Excellent customer service and communication skills, both verbal and written.


* Proficiency with computers and dealership software systems.


* Professional demeanor and personal appearance.


* Ability to work in a fast-paced, high-pressure environment while maintaining accuracy and composure.


* Positive attitude with a focus on problem-solving and collaboration.

Work Environment ...