Service Advisor I

Gregory-Poole-Equipment-Company; Mebane (NC); On-site; USD 36,000 - 48,000; Full time

Job summary

Gregory-Poole Equipment Company is seeking a dedicated Service Scheduling Coordinator to organize shop and field repair work, coordinate with technicians, and ensure accurate billing and documentation. You will serve as the primary contact for customers, communicating status and approvals while maintaining strong customer relations.

The role requires a high school diploma or equivalent (or 2-year college) and experience in administrative/advisor duties, with proficiency in Microsoft Office.

Qualifications

• High school diploma or GED required with several years in an administrative/advisor role.
• Strong customer relations skills and ability to communicate clearly with internal/external customers.
• Proficiency in Microsoft Office and data entry/database management.

Responsibilities

• Coordinate customer requests for shop/field repair and scheduling using scheduling programs.
• Monitor progress of repair work and communicate updates to customers; obtain approvals for additional work.
• Open/close shop service orders and ensure accurate invoicing and work order documentation.
• Train new personnel on time entry procedures and scheduling software; assist in department meetings.

Skills

Customer service

Scheduling

Communication

Microsoft Office

Education

High School diploma or GED

Associate degree (2-year college)

Tools

Service Advisor

Service Scheduling

Job description

PRIMARY FUNCTION:

This position is responsible for coordinating and scheduling all service repair work into the shop to maximize department production capabilities. This position is also responsible for providing technical support through effective communication to all internal and external customers to achieve the very best customer satisfaction possible. In addition, this position is responsible for performing clerical duties to ensure correct billing to customers, accurate work orders, and good customer relations by handling customer inquiries and concerns.

ESSENTIAL DUTIES:

Customer Relations – 60%

• Coordinates customer’s request for shop/field repair and/or service (phone and walk-in), technical support. Uses Service Advisor and Service Scheduling programs to manage all department production efforts.
• Monitors the current status of all repair activities and communicates progress to the customer. Will quote and obtain approval for additional repairs, advise the customer of any significant changes in the repair process or delays in scheduled commitments, and communicate repair authorizations back to the technician.

Service Administration – 25%

• Opens and closes shop service work orders and looks for any outstanding service letters
• Reviews all paperwork for final invoicing.
• Manages the “no activity” work in process report to close 90% of all shop work orders within a 10-day window.
• Call and follow up on purchase order numbers for work order invoicing
• Print and distribute Caterpillar technical bulletins, service letters, and related product support technical information found when opening work orders.

Technical – 10%

• Reviews and approves technical labor for posting to work orders.
• Reviews, corrects, and routes appropriate warranty documents to the warranty department for claims processing.
• Coordinates with the customer and credit department to establish customer accounts.

Supervision/Leadership – 5%

• Trains newly assigned personnel on time entry procedures, Service Advisor/Service Scheduling Program, and Dealership Business System.
• Works with the group leader to plan and coordinate agenda for the quarterly department training days, as well as other department meetings.
• Advises the service manager of any potential problems that might negatively impact shop production efforts or jeopardize customer relations.

MINIMUM REQUIREMENTS:

Education:

High School graduate with 4 years experience in a similar administrative/advisor related position; or a two-year college with 2 years experience in a similar administrative/advisor related position.

Physical:

• Must be able to work for long periods while seated. Must have the ability to clearly communicate with internal/external customers on the phone or in person.
• Outstanding customer relations and pleasant personality is a must.
• Must be PC literate with advanced skills in Microsoft applications, as well as data base management.