Service Advisor

Western States Equipment; Lewiston (ID); Presencial; USD 85.000 - 110.000; Jornada completa

Descripción de la vacante

Western States Equipment Company, a leading heavy equipment contractor, is seeking a Service Manager to lead repair operations, quotes, and customer service for CAT equipment. The role emphasizes safety, profitability, and teamwork within the service department.

You will manage service calls, coordinate with pricing groups, and drive customer satisfaction while meeting annual profitability targets. A strong background in heavy equipment diagnostics and sales support is required.

Formación

• Proof of high school diploma or GED.
• Associates degree from an accredited school preferred.
• Five years minimum experience diagnosing and repairing heavy equipment in a Caterpillar or similar environment.
• One year of prior management experience with P&L preferred.
• Two years of customer service experience in heavy equipment required.
• Sales experience preferred.
• Valid driver’s license and acceptable driving record.
• Must be able to communicate in English (speak, read, comprehend, write).

Responsabilidades

• Serve as primary contact for service work and answering/redirecting service calls.
• Qualify repair needs and gather information for quotes or estimates.
• Perform quotes, estimates, bids for service work and coordinate with pricing teams.
• Collaborate with Sales Representatives to identify and coordinate service opportunities.
• Schedule and manage shop repair work with technicians and leads.
• Provide frequent status updates to customers and advise on replace vs repair options.
• Close invoices and ensure accuracy of service documentation.
• Support policy decisions and ensure adherence to safety and warranty policies.

Conocimientos

Technical repair knowledge

CAT machine systems

Customer service

Negotiation

Leadership

Communication

Educación

High school diploma or GED

Associates degree preferred

Herramientas

Microsoft Office

CAT service tooling

Descripción del empleo

About Western States

Since 1956, Western States Equipment Company has been a leading employer across Idaho, Oregon, Washington, Montana, and Wyoming. We are driven by our mission of solving our customers’ toughest challenges, guided by our core values of

About Western States

Since 1956, Western States Equipment Company has been a leading employer across Idaho, Oregon, Washington, Montana, and Wyoming. We are driven by our mission of solving our customers’ toughest challenges, guided by our core values of Safety, Excellence, Teamwork, Integrity, Accountability, and Innovation. By joining Western States, you commit to upholding these values while contributing to our purpose of building our communities for a better tomorrow. Safety and our Customer Care Commitment remain foundational to our mission and the standard by which we measure our success.

Safety

• Actively cares, promotes, manages, and advocates for safety at Western States. As a team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures and standards.
• Embraces our caring culture where we each care to adhere with applicable safety policies, PPE expectations and stop work authority.

Customer Care Commitments

• Convey Warmth and Empathy – Acknowledge customers and greet everyone with an authentic smile.
• Actively Listen – Give your full attention, make eye contact, avoid interrupting, and ask clarifying questions.
• Build Trust – Take ownership, act with urgency, and follow through on commitments.
• Say Thank you – Express genuine appreciation for effort, feedback, and collaboration.

Essential Functions

• 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 (PSSRs) and other department’s sales representatives (Sales Representatives, Rental 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 (may vary year over year) for annual profitability of the team and the store.
• Performs all necessary work functions in Microsoft A/X specific to the service call process by creating, maintaining and closing all service calls.
• Performs any necessary re-work associated with a service calls done in error and any other document required for the repair.
• Evaluates all Warranty, Policy, and Service update issues that may be required for the particular type of machine being repaired.
• Presents initial quote or estimate for work required to the customer and any ongoing changes to gain consent to move forward with the repair.
• Meets final repair performance versus quoted amounts expectations of on or under quote.
• Functions as a team member with a Lead Technician, Service Foreman and a group of technicians responsible for the actual repair.
• Approves employees’ work time and adjusts employee time on service calls as needed.
• Creates and delivers technician reviews with the input of lead technicians.
• Adds, deletes or otherwise manages different elements of a service call during repair process, including: segments, charge codes, job notes, etc.
• Uses the Service scheduling tool to schedule and maintain all aspects of the repair in the shop specific to their assigned team members and area.
• Shares responsibility for the productivity of the technicians assigned to the team.
• Provides frequent communication of service status updates for each customer, as well as research, fact‑finding, resolution and follow‑up of customer questions and concerns so that nothing come as a surprise to the customers. Provides advice related to replace versus repair options.
• Contacts the customer, after input from the Technician, with any up‑sell items and explains the issue; then either gains consent to perform the work or proceeds without doing the work.
• Discounts, credits and re‑issues customer invoices as needed to ensure customer satisfaction
• Collaborates with Service leaders in making internal policy decisions for the Service Department and will work with other departments to ensure the policy expenses from their areas are allocated to the appropriate internal accounts.
• Meets the break‑even goal for all goodwill and warranty decisions and the variance of those policy and warranty accounts at the end of the year.
• Works with Lead Technician and/or Service Foreman to ensure quality control measures have been effectively deployed
• Finalizes all repair work by contacting the customer, reviewing the invoice in detail, and gaining customer consent to close.
• Will be measured by and held accountable for invoicing service calls according to WIP turns metric.
• Follows up with customers post repair to gauge customer satisfaction via the telephone.
• Adheres to all customer care standards.
• Actively cares and advocates safety at Western States. Adhere to all applicable safety policies, procedures and standards.
• May accomplish training and serve as a team member in support of Western States’ strategic programs, projects, and initiatives.
• Works within and promote corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

Knowledge Skills And Abilities

• Possesses advanced technical skills necessary to understand the scope of work and high level processes involved with the repair specific to their assigned area. (General Repair, Engine/Generator, Truck, etc.)
• Proven ability to troubleshoot, diagnose, and repair all CAT machine systems.
• Knowledge and use of Microsoft computer products or other comparable systems required.
• Proven conflict resolution, customer experience, and negotiation skills.
• Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.
• Ability to set and manage priorities.
• Must be a self starter and able to work without supervision.
• Consistent attendance.

Education And Experience

• Proof of high school diploma or General Education Degree (GED).
• Associates Degree from an accredited vocational school preferred.
• Five years minimum experience in diagnosis and repair of heavy equipment working on heavy equipment in a Caterpillar or similar environment with Hydraulic, Engine and Power-Train experience preferred.
• One year prior management experience, with P&L responsibility preferred.
• Two years’ customer service experience in the heavy equipment industry required.
• Sales experience preferred.
• Valid driver’s license and acceptable driving record required.
• Must be able to communicate (speak, read, comprehend, write in English).

Physical Characteristics

• Ability to stand for long periods of time along with walking, sitting, repetitive climbing stairs, reaching (including but not limited to above‑shoulder reaching), repetitive bending, stooping, pushing, pulling, leaning and twisting.
• Ability to lift up to 45 lbs.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification. This role is designated as safety-sensitive.