We are seeking a Service Advisor to be the front line of contact for customers calling into or visiting the branch, responsible for positive and effective communication with AVE-PLP customers and internal service team to ensure the customer’s needs are met.
Requirements
- Act as the primary customer contact for the location’s Service Department.
- Assist with technical requests from service technicians and customers.
- Communicate with customers to schedule service, making sure all inbound equipment is properly noted and tagged, as well as the collection of payment for services rendered.
- Help service technicians to improve overall labor performance by creating efficiency gains by helping inspect, move equipment, procure special tools, order/return parts, and assist with technical advice including scheduling internal and external training.
- Open work orders, look up/add job codes for technicians as directed by Service Manager/Shop Foreman, and maintain control until closed and invoiced.
- Schedule and assign jobs and work areas to employees according to their skills and knowledge.
- Review work orders for completeness and accuracy prior to customer billing.
- Ensure all departmental tools, equipment, and vehicles are in good working order.
- Work with technicians to help accurately quote service work and sell needed repairs to customers.
- Submit all service warranty and Product Improvement Program (PIP) claims within the required timeframe to receive maximum credit.
- Develop, communicate, enforce, and monitor effective Service Department processes to ensure internal and external customer satisfaction.
- Participate and lead specific accountability areas regarding annual Service Department goals and budget in alignment with overall company financial and operational objectives.
- Occasionally help in coordinating customer clinics, field days, and related promotional events.
- Assist with supervising and participating in staffing and employee development activities.
- Performs other duties as required and necessary to ensure the success of AVE-PLP.
- Supervises Service Technicians and other Service Department staff in accordance with the company’s policies and applicable laws.
- Assists with managing non-revenue position (i.e. maintenance, drivers, etc.), turf technicians, and the turf customer business segment.
