Service Advisor: Customer Experience & Operations Lead

SWS Equipment, Inc.

Spokane, Northern (WA, KY)

On-site

USD 50,000 - 70,000

Full time

14 days+

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Job summary

SWS Equipment, Inc. is seeking a Service Advisor to be the main customer contact throughout the service lifecycle in Spokane.

The role coordinates between customers, technicians, Parts, Sales, and other departments to create work orders, schedule resources, prepare estimates, and ensure accurate documentation for timely invoicing. The ideal candidate has 3+ years in service coordination or related roles, strong Microsoft Office skills, and experience with Flyntlok or Sage ERP systems.

Qualifications

High school diploma or equivalent.
3+ years in service coordination/dispatching or related roles.
Proficiency with Microsoft Office; Outlook, Excel, and Word.
Experience with ERP/service management software such as Flyntlok or Sage.
On-site role, Monday–Friday, 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.