SERVICE ADVISOR

City of Gastonia; Gastonia (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

The City of Gastonia is seeking a Service Advisor to act as the liaison between City departments and Fleet Services, coordinating vehicle service and maintenance requests. You will ensure efficient intake, tracking, and completion of work orders with strong customer service.

Responsibilities include creating and managing work orders in the fleet system, coordinating preventive maintenance across departments, and providing status updates to departments and vendors.

Qualifications

• Strong customer service and communication skills for interacting with City officials, employees, and vendors.
• Thorough knowledge of automotive and mechanical systems, diagnostics, and preventive maintenance.
• Familiarity with fleet management or work order software. Basic computer proficiency (MS Office, email, data entry).
• Ability to prioritize multiple service requests in a fast-paced environment.
• Demonstrated ability to analyze data and prepare reports for internal and external users.
• Ability to maintain accurate records and communicate clearly, both orally and in writing.

Responsibilities

• Serve as the primary point of contact for customers dropping off equipment for repairs and service.
• Answer service desk phone calls and respond to inquiries.
• Generate work orders based on customer input; initiate road calls and/or towing for disabled equipment.
• Create, manage, and close work orders in the fleet management system with complete service history.
• Coordinate PM services and repairs across departments to minimize equipment downtime.
• Review open work orders to verify labor, parts, and sublet charges and ensure timely closure.
• Coordinate outside vendor repairs, including warranty work and recalls; provide status updates to departments.
• Maintain effective communication with departments and address inquiries and complaints.
• Assist in preparing reports related to fleet activity, maintenance trends, equipment downtime, and service costs.
• Perform other duties as assigned.

Skills

Customer service

Communication

Automotive knowledge

Fleet management

Work order software

MS Office

Data analysis

Record keeping

Education

High school diploma or GED

Technical training in automotive repair or fleet management

Technical certificate preferred

Tools

Fleet management software

MS Office

Job description

The Service Advisor serves as the liaison between City departments and Fleet Services and is responsible for coordinating vehicle service and maintenance requests. This role ensures the efficient intake, tracking, and completion of work orders while maintaining a high level of customer service. The Service Advisor also assists with coordination between Parts Room staff, provides status updates to departments, manages outside vendor repairs, and offers administrative support to help maintain a safe and reliable municipal fleet. Work is performed under the general direction of the Fleet Services Supervisor.

The following job functions are typical for a position of this nature. These are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to perform each function satisfactorily. Other job functions and duties may be required as assigned. Percentages for each function are subject to fluctuations.

• Serve as the primary point of contact for customers dropping off equipment for repairs and service. (15%)
• Answer service desk phone calls and respond to inquiries. (15%)
• Generate work orders based on customer input; initiate road calls and/or towing for disabled equipment. (15%)
• Create, manage, and close work orders in the fleet management system, ensuring all entries include accurate and complete service history and notes. (10%)
• Coordinate the scheduling of preventive maintenance (PM) services and repairs across all departments to minimize equipment downtime. (10%)
• Review open work orders to verify that all labor, parts, and any related sublet repairs have been properly charged; ensure timely status updates and closure of work orders. (10%)
• Coordinate outside vendor repairs, including warranty work and recalls; track progress and provide departments with repair status updates as needed. (10%)
• Maintain effective communication with departments and address customer inquiries and complaints. (5%)
• Assist in preparing reports related to fleet activity, maintenance trends, equipment downtime, and service costs. (5%)
• Perform other duties as assigned. (5%)

• Strong customer service and communication skills in establishing and maintaining effective working relationships with City officials, employees, and outside vendors.
• Thorough knowledge of automotive and mechanical systems, diagnostics, and preventative maintenance.
• Familiarity with fleet management or work order software. Basic computer proficiency (MS Office, email, data entry).
• Ability to prioritize multiple service requests in a fast-paced environment.
• Demonstrate the ability to analyze data and prepare reports for both internal and external users.
• Ability to maintain accurate records and communicate clearly, both orally and in writing.

Education and Experience

• A high school diploma or GED is required.
• Completion of technical or vocational training in automotive repair, fleet management, or a related field is required.
• A technical certificate in a relevant discipline, along with at least two years of experience in fleet maintenance operations is preferred.

Special Requirements

• A valid driver’s license is required.

CHECKLIST FOR PHYSICAL ACTIVITIES AND REQUIREMENTS, VISUAL ACUITY, AND WORKING CONDITIONS

1. The physical activity of this position includes:

1. Stooping: Bending the body downward and forward by bending the spine at the waist. This factor is important if it occurs to a considerable degree and requires full use of the lower extremities and back muscles.
2. Kneeling: Bending legs at the knee to come to a rest on the knee or knees.
3. Crouching: Bending the body downward and forward by bending the leg and spine.
4. Reaching: Extending hand(s) and arm(s) in any direction.
5. Standing: Particularly for sustained periods.
6. Walking: Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
7. Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position to position. This factor is important if it occurs to a considerable degree and requires the substantial use of upper extremities and back muscles.
8. Fingering: Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand or arm as in handling.
9. Grasping: Applying pressure to an object with the fingers and palm.
10. Feeling: Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of the fingertips.
11. Talking: Expressing or exchanging ideas using the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
12. Hearing: Perceiving the nature of sounds at normal spoken word levels with or without correction. Ability to receive detailed information through oral communication, and to make fine discriminations in sound, such as when making fine adjustments on machined parts.
13. Repetitive Motions: Substantial movements (motions) of the wrists, hands, and/or fingers.

2. The physical requirements of this position:

Office Environment Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Office environment work involves sitting most of the time. Jobs are categorized as office environment if walking and standing are required only occasionally, and all other Office Environment Work criteria are met.

3. The visual acuity requirements, including color, depth perception, and field of vision:

The worker is required to have visual acuity to perform one or more of the following: preparing and analyzing data and figures; accounting; transcription; computer terminal; extensive reading.

4. The conditions the worker will be subject to in this position:

• A. The worker is subject to inside environmental conditions, Protection from weather conditions, but not necessarily from temperature changes.
• B. The worker is subject to both environmental conditions: Activities occur inside and outside.
• C. The worker is subject to extreme cold: Temperatures below 32 degrees for periods of more than one hour.
• D. The worker is subject to extreme heat: Temperatures above 100 degrees for periods of more than one hour.
• E. The worker is subject to noise: There is sufficient noise to cause the worker to shout to be heard above the ambient noise level.
• F. The worker is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts.
• G. The worker is subject to atmospheric conditions: One or more of the following conditions that affect the respiratory system or the skin: Fumes, odors, dusts, mists, gases, or poor ventilation.
• H. The worker is subject to oils: There is air and/or skin exposure to oils and other cutting fluids.

Drug screening and criminal background checks are required.

REASONABLE ACCOMMODATIONS MAY BE MADE TO ENABLE INDIVIDUALS WITH DISABILITIES TO PERFORM THE ESSENTIAL FUNCTIONS.

The City of Gastonia is committed to creating and maintaining a work environment that is inclusive, equitable and welcoming. We value diversity and promise to honor your experiences, perspective and unique identity.

The City of Gastonia is an Equal Opportunity Employer - M/F/H