Service Advisor I

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.   Work Experience  (see above)    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.   This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval.