Compact Construction Service Advisor

Gregory Poole; Raleigh (NC); On-site; USD 42,000 - 68,000; Full time

Job summary

Gregory Poole is seeking a Service Advisor I to coordinate service operations, assist customers, manage quotes and parts activities, and support efficient repair and maintenance work.

The role provides technical guidance to technicians, supports warranty processing, and ensures smooth workflow across departments to improve customer satisfaction and business performance.

Qualifications

• High School diploma required; Associate degree preferred.
• 2-4+ years' experience in a similar technical/advisor related position.
• Must be able to clearly communicate with internal/external customers by phone or in person.
• Proficient in Microsoft applications and database management.

Responsibilities

• Coordinate customer requests for repair, fabrication, rebuild, and field service support.
• Advise customers on hydraulic repair solutions, lead times, and service recommendations.
• Monitor repair progress and provide status updates and approvals to customers.
• Open, manage, and close service work orders per company processes.
• Collect customer information and support invoicing and payments.
• Maintain communication with internal departments via service management systems.

Skills

Customer relations

Clear communication

PC literacy

Microsoft Office

Data base management

Education

High School diploma

Associate degree preferred

Tools

Service management systems

Job status boards

Job description

Primary Function

The Service Advisor I 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 records, warranty documentation, and operational reporting
• Comply with company policies, safety requirements, and customer confidentiality standards
• Participate in technical and operational training related to machine systems, service processes, and product support programs
• Maintain professional conduct and support a safe work environment for employees and customers

Team Lead Responsibility

• Serve as a team lead for the Sales Administration group by providing daily guidance, support, and training to Sales Administrators and Coordinators.
• Assist in coordinating workflow and prioritizing tasks to ensure timely and accurate processing of equipment sales transactions and invoicing.
• Act as a subject matter resource for sales administration processes, systems, and procedures, helping resolve transactional issues and escalations.
• Promote collaboration and communication between Sales Administration, Accounting, Finance, Sales Representatives, and Sales Managers to support operational efficiency.
• Support continuous improvement initiatives by identifying process enhancements and helping implement best practices within the sales administration team.

Minimum Requirements

Education

High School diploma; Associate degree preferred.

Work Experience

• 2-4+years' experience in a similar technical/advisor related position.

Physical

• Must be able to work for long periods while seated.

Other

• Must have the ability to clearly communicate with internal/external customers on the phone or in person.
• Outstanding customer relations and pleasant personality is a must.
• Must be PC literate with advanced skills in Microsoft applications, as well as data base management.