Heavy Equipment Service Advisor

Western State CAT; Lewiston (ID); On-site; USD 55,000 - 75,000; Full time

Job summary

Western States Equipment Company is seeking a Service Advisor to act as the primary contact for customers requesting service work. You will qualify repair needs, prepare quotes, and coordinate with pricing groups to ensure accurate estimates and timely follow-ups.

Ideal candidates have several years in heavy equipment service environments, strong communication skills, and a customer-first approach. Join a safety-driven team committed to excellence and integrity.

Qualifications

• Proof of high school diploma or GED.
• Associates Degree from an accredited vocational school preferred.
• Five years minimum experience in diagnosis and repair of heavy equipment.
• One year prior management experience, with P&L responsibility preferred.
• Two years’ customer service experience in the heavy equipment industry required.
• Must be able to communicate (speak, read, comprehend, write in English).

Responsibilities

• Functions as primary point of contact for customers seeking service work. Answers and directs incoming Service phone calls.
• Qualifies the repair needs with the customer and collects the necessary information needed to accurately create a quote or estimate of repair.
• Performs all sales functions (quotes, estimates, bids, etc.) for incoming phone calls and walk-in customers needing service work.
• Works closely with Service Pricing Group to provide an estimate or quote to the customer in adherence with Customer Care Standards.
• Works closely with Product Support Sales Representatives and other department’s sales representatives to coordinate service opportunities in their assigned areas.
• Manages marketing campaigns in partnership with PSSRs that are designed to drive business into their assigned areas.
• Coordinates with PSSRs for post-repair customer follow up.
• Discounts shop labor rates to gain business as necessary.
• Meets typical annual targets of 22% PAD for annual profitability of the team and the store.
• Performs all necessary work functions in Microsoft AX specific to the service call process by creating, maintaining and closing all service calls.
• Finalizes all repair work by contacting the customer, reviewing the invoice in detail, and gaining customer consent to close.

Skills

Troubleshooting

Customer service

Negotiation

Communication

Sales awareness

English fluency

Education

High school diploma or GED

Associate degree in a relevant field (preferred)

Tools

Microsoft Office

Job description

Western States Equipment Company is seeking a Service Advisor to act as the primary contact for customers requesting service work. You will qualify repair needs, prepare quotes, and coordinate with pricing groups to ensure accurate estimates and timely follow-ups.

Ideal candidates have several years in heavy equipment service environments, strong communication skills, and a customer-first approach. Join a safety-driven team committed to excellence and integrity.