Service Advisor II

Primary Function
The Service Advisor II is a service professional responsible for coordinating service operations, supporting customers, managing quoting and parts activities, and ensuring efficient execution of repair and maintenance work.

The role serves as a technical and operational resource, provides workflow coordination, and supports process improvements that enhance customer satisfaction, operational efficiency, and business performance.

Essential Duties

Manage Service Operations and Customer Support


* Coordinate customer requests for machine and component repair, fabrication, rebuild, and field service support


* Advise customers on hydraulic repair solutions, component failures, lead times, and service recommendations


* Monitor repair progress and communicate status updates, approvals, delays, and additional repair needs to customers


* Open, manage, and close service work orders in accordance with company processes


* Collect customer information, update account records, and support invoicing and payment collection activities


* Maintain effective communication with internal departments using service management systems, job status boards, and electronic communication tools

Provide Technical and Component Support


* Evaluate components for repair, rebuild, fabrication, or replacement requirements


* Measure components and materials using precision measuring tools including micrometers, dial indicators, and hardness gauges


* Provide technical guidance to technicians regarding repair methods, fabrication requirements, and component specifications


* Support warranty administration, CAT Goodwill claims, and technical documentation requirements

Manage Parts Sourcing, Inventory, and Quoting


* Prepare accurate quotes for CAT and non-CAT repairs, fabrication work, and replacement components


* Source parts and materials through CAT systems and external vendors based on pricing, availability, and lead time requirements


* Manage cylinder exchange inventory including tracking, sourcing, quoting, and invoicing activities


* Maintain inventory records, vendor information, and part number accuracy within company systems


* Review repair scope changes and obtain customer authorization for additional work as required

Coordinate Shop Workflow and Team Support


* Distribute workload among advisor team members to support shop productivity and customer commitments


* Assign technician work in the absence of management or squad leadership when necessary


* Mentor and train advisor team members on systems, workflow processes, and service procedures


* Support department coordination efforts to improve operational efficiency, turnaround time, and customer satisfaction


* Identify and communicate operational concerns that may impact workflow, production, or customer commitments

Maintain Compliance, Safety, and Professional Standards


* Maintain accurate service r...