What are the responsibilities and job description for the Service Advisor position at Doggett?
Job Title: Service Advisor
Reports to: Service Manager
Pay Type: Hourly Position
Objectives
You must work with all departments to build an efficient and effective service team. Keep customer satisfaction to its highest possible level, with accurate pricing, prompt, and quality experience. Maintain consistency with flat rates, proper documentation, orderly flow of internal processes, and excellent customer experience. Keep the customer informed of the progress on his/her machine, (before, during, and after). Must be able to perform all functions of the service manager, and perform all other functions as requested by the service manager.
PRIMARY FUNCTION
Coordinate all functions related to service support. Support the overall objectives of the service department as a group. Maintain customer satisfaction through best-in-class customer communication throughout the repair lifecycle.
ESSENTIAL DUTIES/RESPONSIBILITIES
Receive/Process service requests ensuring accuracy when the repairs are complete.
Update customer with progress and status of repairs throughout the work order lifecycle.
Send and receive inspections, quotes, and invoices to customers.
Process customer payment through various means. Request & process purchase orders, credit card payments, and John Deere financing.
Set up work orders, as well as internal department requests for repairs.
Communicate with technicians on jobs as needed for accurate job processing.
Verify warranty coverage to ensure maximized coverage for the customer.
Work with outside vendors as needed: (Glass installs, radiator repairs, etc.)
MINIMUM REQUIREMENTS
Knowledge, Skill, and Ability –
Ability to work well with internal and external customers.
Competent working knowledge of all Deere programs and equipment.
No personal distractions and/or interactions during scheduled working hours.
Technical knowledge and aptitude preferred.
Ability to communicate effectively, both verbally and in writing.
Intermediate user of Excel, Word, and Outlook.
Must be self-motivated and a self-starter.
Must be able to accomplish all requirements with minimal supervision.
Working Environment/Physical
A portion of every day will be spent indoors/outdoors, walking, stooping and bending, climbing on and off machines. Occasional lifting up to 50 lbs.
Must be able to travel with overnight stays as required.
Proper PPE is required when entering the shop work area.
This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties.
