Service Advisor

Blanchard Machinery; Greenville (SC); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive Pay

Medical, dental, vision

401K

Profit sharing

Generous PTO and paid holidays

Uniforms

Continued CAT training

Friendly and supportive environment

Job summary

Blanchard Machinery is seeking a Service Advisor to educate customers on the full range of services and benefits, driving incremental revenue while delivering exceptional service. You will manage communications, service tickets and quotes, coordinate with the shop and sales teams, and ensure timely updates and accurate invoicing.

The role requires a customer-centric mindset, strong interpersonal skills, and the ability to navigate ServiceLink and Modern.

Qualifications

• High School Diploma required; AS/BS in business field preferred.
• Customer-centric mindset with strong communication and interpersonal skills.
• Ability to work with all levels of employees, management and customers.
• Experience with service processes in diesel/construction equipment is a plus.
• Ability to learn new software quickly and navigate systems.
• Proactive communication and status updates to customers.

Responsibilities

• Act as the main point of contact for retail customer service opportunities and provide timely communication.
• Create service tickets and maintain accurate updates in ServiceLink and Modern.
• Identify customer needs and recommend value-added services.
• Review service history, parts, and pricing for quotes.
• Provide updates on progress, quotes impacts, and completion dates.
• Set expectations for final invoices and process customer payments.
• Manage customer complaints to improve retention.
• Promote a safe, positive work environment and alignment with company values.

Skills

Customer service

Communication

Relationship building

Multitasking

Problem solving

Professional demeanor

Education

High School Diploma

AS/BS in business-related field preferred

Tools

ServiceLink

Modern

Job description

The Service Advisor is responsible for educating the customer on the full range of services and benefits available at the dealership, resulting in incremental revenue. The person in this position is responsible for providing exceptional customer service, proactive communication and status updates to the customer throughout the service process. Blanchard Machinery Company is committed to fostering a high-performance work culture with challenging work opportunities that inspire high quality results. Some of the benefits of joining our team are

• Competitive Pay.
• Benefits Medical, dental, vision, 401K, profit sharing, generous PTO and paid holidays, uniforms, and much more.
• Exposure to world-class CAT training and development.
• A friendly and supportive work environment.
• Continuous exposure to learning and new technologies.
• Opportunities for advancement.
• Contributes to a positive work environment and promotes the vision, mission and values of BMC.
• Completes all job responsibilities in a safe manner, promotes and champions a safe and healthy work environment.
• Act as the main point of contact and intake for all retail customer service opportunities. Interacts with all customers in a friendly, knowledgeable and professional manner and provides consistent, accurate and timely communication to set proper service expectations and execution on commitments. Demonstrates our commitment to exceptional customer service.
• Champions coordination of customer needs and expectations internally with the Shop Supervisor and others as appropriate. Creates service tickets and is responsible for the accurate and timely updates of systems documentation in ServiceLink and Modern, to ensure that all are informed and synchronized on tickets/work to be performed and that all customer interaction documentation is visible to the Service team.
• Identifies customer needs to discover and capture additional service revenue opportunities. Makes appropriate recommendations for additional services that will increase machine uptime and extend the life of the machine. Uses knowledge of equipment and understanding of customer applications to recommend added value attachments and other equipment options.
• Research service history on customer accounts, identifies parts and pricing for service work orders and provides the framework for quotes to the Shop Supervisor for review and completion.
• Proactively contact customers to provide updates on service progress, CAT inspect or troubleshooting findings, impacts/changes to service quotes and promised completion dates using the appropriate method (phone, text, email) and determined frequency
• Set expectations for final invoice amounts and emails customer a copy of the invoice for review in advance of machine pick-up. Is responsible for taking and processing customer payments.
• Manage all customer complaints and concerns and ensures satisfactory resolution of the same to increase customer retention.
• Contribute to a positive work environment and promotes the vision, mission and values of BMC.
• Complete all job responsibilities in a safe manner, promotes and champions a safe and healthy work environment.
• Other duties as assigned.
• High School Diploma required, AS or BS degree in business related field preferred.
• Experience in the diesel or construction equipment field preferred.
• Ability to work with all levels of employees, management and customers in a positive, professional and effective way.
• Ability to adapt to changing priorities; meets deadlines and works well under pressure.
• Must possess a customer centric mindset along with the ability to build strong relationships.
• Excellent interpersonal, written and oral communication skills.
• Strong work ethic and self-starter. Able to effectively manage multiple tasks/priorities and adapt to change.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone and in person.
• Ability to learn and navigate new software quickly.
• Personal commitment to continuous improvement and service excellence.
• Ability to work independently with limited supervision.

Working Conditions

• The physical environment requires the employee to work inside as well as in a non-climate-controlled environment throughout the year.
• Job requires standing, stooping, squatting, pushing, pulling, twisting, turning, lifting.
• Seeing, reading, writing and physical presence at the job location are required to complete job responsibilities.
• Use of computer and other forms of technology to complete job responsibilities.