Heavy-Duty Service Advisor – Diesel & Fleet Maintenance

Kerry Brothers Truck Repair; Lenox Township (MI); On-site; USD 42,000 - 60,000; Full time

Job summary

Kerry Brothers Truck Repair in New Haven is seeking an Experienced Heavy-Duty Service Advisor to bridge customers and technicians, manage repair orders from intake to completion, and ensure accurate estimates and timely updates. The role focuses on strong communication, onboarding, and efficient shop flow.

The successful candidate will bring heavy-duty truck industry experience and a customer-centric approach to support fleet operations and maintenance needs.

Qualifications

• We are specifically looking for someone with experience in the heavy-duty truck, diesel, fleet maintenance, or commercial vehicle repair industry.
• The ideal candidate will have previous experience as a Service Advisor, Service Writer, Shop Coordinator, or similar position.
• Heavy-duty truck or diesel repair industry experience strongly preferred.
• Working knowledge of heavy-duty truck systems, preventive maintenance, DOT-related repairs, and common mechanical terminology.
• Ability to understand technician findings and explain repairs clearly to customers.
• Experience creating repair estimates and obtaining customer approvals.
• Strong customer service and communication skills.
• Ability to manage multiple repair orders and priorities at the same time.
• Strong organizational skills and attention to detail.
• Basic computer skills and the ability to learn shop management software.
• Ability to work effectively with technicians, parts personnel, management, drivers, and fleet customers.
• A professional, dependable, and team-oriented attitude.

Responsibilities

• Greet customers and gather accurate information regarding vehicle concerns and requested repairs.
• Create and manage repair orders from initial write-up through completion.
• Communicate customer concerns clearly to technicians.
• Review technician inspection and diagnostic findings.
• Prepare accurate estimates for labor, parts, and recommended repairs.
• Contact customers to explain repair recommendations and obtain authorization.
• Provide customers with regular updates regarding repair status, additional findings, costs, and expected completion times.
• Coordinate with technicians, parts personnel, and management to keep repairs moving efficiently.
• Prioritize work based on customer needs, vehicle downtime, parts availability, and shop capacity.
• Review completed repair orders for accuracy before closing them out.
• Maintain accurate notes, approvals, documentation, and customer communication within the repair order.
• Assist with scheduling incoming repairs and managing the daily workflow of the shop.
• Build and maintain strong relationships with fleet customers, drivers, vendors, and other customers.
• Help resolve customer concerns professionally and efficiently.
• Identify additional repair and maintenance opportunities based on technician findings without recommending unnecessary work.
• Support the service team with other duties as needed.

Skills

Service Advisor experience

Diesel/heavy-duty repair industry

Truck systems knowledge

Explain repairs to customers

Estimate preparation & approvals

Customer service & communication

Multi-order management

Organizational skills

Shop software basics

Team-oriented attitude

Job description

Kerry Brothers Truck Repair in New Haven is seeking an Experienced Heavy-Duty Service Advisor to bridge customers and technicians, manage repair orders from intake to completion, and ensure accurate estimates and timely updates. The role focuses on strong communication, onboarding, and efficient shop flow.

The successful candidate will bring heavy-duty truck industry experience and a customer-centric approach to support fleet operations and maintenance needs.