Service Advisor | Customer Experience & Operations

SWS Equipment, LLC; Spokane (WA); On-site; USD 52,000 - 72,000; Full time

Job summary

SWS Equipment, LLC in Spokane, WA is seeking a Service Advisor who serves as the primary contact for customers throughout the service lifecycle, coordinating with technicians, Parts, Sales, and other departments to manage work orders from initiation through invoicing.

You will schedule resources, prepare estimates, identify additional service opportunities, and ensure accurate documentation and timely invoicing while delivering an exceptional customer experience.

Qualifications

• High school diploma or equivalent.
• 3+ years of experience in service coordination, dispatching, service advising, project coordination, customer service, or administrative support.
• Proficiency with Microsoft Office Suite, including Outlook, Excel, and Word.
• Demonstrated ability to manage multiple priorities in a fast-paced environment while maintaining a high level of accuracy.
• Associate degree or technical training, preferred.
• Experience in the heavy equipment, construction, refuse, truck, automotive, industrial equipment, or related service industry, preferred.
• Experience with ERP or service management software such as Flyntlok, Sage, or a similar platform, preferred.
• This is a fully onsite position - M-F; 8am-5pm PST.

Responsibilities

• Serve as the primary customer contact by phone, email, and in person, managing expectations and delivering a positive service experience.
• Receive, prioritize, and coordinate incoming service requests while maintaining accurate customer and equipment information in the ERP system.
• Create, maintain, and close work orders that are complete, accurate, and ready for technician execution.
• Schedule field service, shop repairs, preventative maintenance, installations, and special projects to maximize technician productivity while meeting customer commitments.
• Prepare estimates, quotations, and supporting documentation promptly to support customer approvals and timely scheduling of work.
• Identify and present additional service opportunities during customer interactions, including recommended repairs and preventative maintenance.
• Coordinate with technicians, Parts, Sales, Logistics, vendors, subcontractors, and other departments to ensure equipment, materials, and resources are available when needed.
• Partner with the Warranty Department to open and process warranty claims, supplying the documentation and technical detail required for timely submission.
• Monitor the status of open work orders and projects, proactively communicating schedule changes, delays, and completion updates to customers and internal stakeholders.
• Review technician documentation for completeness and accuracy to support timely invoicing and minimize billing delays.
• Support the Accounts Receivable Department's collection efforts by researching billing questions, providing service documentation, and following up with customers as directed.
• Coordinate new equipment installations, warranty work, planned maintenance, and customer projects from planning through completion.
• Maintain accurate documentation, customer communications, and service records in company systems.
• Identify scheduling conflicts, workflow bottlenecks, and customer concerns, and recommend solutions that improve efficiency and service delivery.
• Follow all company safety protocols and support a safe working environment in office, shop, and yard areas.
• Support continuous improvement initiatives by following standardized operating procedures and contributing ideas that enhance customer satisfaction, workflow, and departmental performance.
• Perform other duties and special projects as assigned
• Timely work order processing is an important expectation of this role, including minimizing the time between the final labor entry on a work order and the generation of the customer invoice. Additional performance expectations may be established by the Branch Operations Manager based on business needs.

Skills

Customer service

Communication

Multitasking

Microsoft Office

Attention to detail

ERP systems

Education

High school diploma

Associates degree preferred

Tools

Flyntlok

Sage

Job description

SWS Equipment, LLC in Spokane, WA is seeking a Service Advisor who serves as the primary contact for customers throughout the service lifecycle, coordinating with technicians, Parts, Sales, and other departments to manage work orders from initiation through invoicing.

You will schedule resources, prepare estimates, identify additional service opportunities, and ensure accurate documentation and timely invoicing while delivering an exceptional customer experience.