Crane Service Advisor & Customer Experience Lead

Stephenson Equipment, Inc.; Harrisburg (Dauphin County); On-site; USD 50,000 - 65,000; Full time

Job summary

Stephenson Equipment, Inc. in Harrisburg, PA seeks an organized, customer-focused Service Advisor to connect crane service customers with the shop team.

This full-time role coordinates inspection, maintenance, diagnostics, and repairs from the initial request through final invoicing. You will open and close accurate work orders, provide proactive status updates, schedule technicians, track parts and warranties, and ensure a positive customer experience while upholding safety and compliance in

Qualifications

• Two or more years of experience in service advising or related roles.
• Experience with cranes or heavy equipment preferred.
• Strong customer service, communication, and problem-solving skills.
• Ability to manage multiple priorities and meet deadlines.
• Ability to read service documentation and reports.
• Proficiency with Microsoft Office; ability to learn company systems.
• Valid driver’s license and clean driving record.

Responsibilities

• Serve as the primary contact for customers requesting crane inspection, maintenance, diagnostic, and repair services.
• Open, maintain, and close accurate work orders, estimates, and service documentation.
• Coordinate scheduling, technician assignments, parts availability, outside services, and customer requirements.
• Provide proactive updates on job status, findings, recommendations, costs, delays, and completion timelines.
• Review technician notes, time entries, inspection reports, parts charges, and approvals before invoicing.
• Track open work orders, estimates, inspections, warranty claims, and completed jobs through final billing.
• Identify preventive maintenance, inspection, and repair opportunities that support customer uptime.
• Work closely with service, parts, sales, rental, accounting, manufacturers, and vendors to resolve issues and deliver quality service.
• Promote safe work practices and support compliant, profitable crane shop operations.

Skills

Customer service

Communication

Organization

Problem solving

Reading service docs

Microsoft Office

Valid driver's license

Education

High school diploma

Postsecondary education preferred

Tools

Service-management systems

Job description

Stephenson Equipment, Inc. in Harrisburg, PA seeks an organized, customer-focused Service Advisor to connect crane service customers with the shop team.

This full-time role coordinates inspection, maintenance, diagnostics, and repairs from the initial request through final invoicing. You will open and close accurate work orders, provide proactive status updates, schedule technicians, track parts and warranties, and ensure a positive customer experience while upholding safety and compliance in