Machinery Service Advisor — Customer Advocate (D365)

Foley-Inc; Philadelphia (Philadelphia County); On-site; USD 60,000 - 65,000; Full time

Job summary

Foley, Incorporated in Philadelphia, PA is seeking a Machinery Service Advisor to manage service work orders and coordinate repairs with technicians and shop staff. The role emphasizes accuracy, timely updates, and customer communications throughout the service lifecycle.

The ideal candidate has a High School Diploma and at least 3 years in heavy equipment maintenance/repair, proficiency with D365 and the Microsoft Office Suite, and strong cross-functional collaboration skills to drive service

Qualifications

• High School Diploma or equivalent required.
• Minimum 3 years’ experience in the heavy equipment industry with progressive maintenance/repair experience and/or equivalent combination of training and experience which provides the required knowledge, skills and abilities.
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, OneDrive) and business systems including D365, CAT Interact and help desk platforms.

Responsibilities

• Manage service work orders in D365, including opening, maintaining, closing, invoicing, and ensuring accurate, timely updates.
• Serve as the primary customer contact by providing status updates, documenting communications, securing repair approvals, and following up on service satisfaction.
• Coordinate equipment repairs, transportation, and cross-department billing while partnering closely with Supervisors, Technicians, and shop personnel.
• Support warranty administration, including warranty enrollments, checklist completion, and warranty code adjustments.
• Process customer payments for COD transactions and maintain accuracy in service invoicing and warranty closures.
• Manage and resolve help desk tickets while identifying and escalating customer concerns, complaints, and service improvement opportunities.
• Ensure compliance with company policies, safety standards, and customer service expectations while supporting evolving business needs.

Skills

Customer service

Communication

Team collaboration

Problem solving

Education

High School Diploma or equivalent

Tools

D365

CAT Interact

Help desk platforms

Microsoft Office

Job description

Foley, Incorporated in Philadelphia, PA is seeking a Machinery Service Advisor to manage service work orders and coordinate repairs with technicians and shop staff. The role emphasizes accuracy, timely updates, and customer communications throughout the service lifecycle.

The ideal candidate has a High School Diploma and at least 3 years in heavy equipment maintenance/repair, proficiency with D365 and the Microsoft Office Suite, and strong cross-functional collaboration skills to drive service