SERVICE ADVISOR

Description

Position Title:  Service Advisor 

Department:  Service

Reports to:  Service Manager

Vermeer Great Plains – 100% EMPLOYEE-OWNED COMPANY

An authorized distributor for Vermeer equipment in Kansas, Oklahoma, and Western Missouri with five branch locations across the region.  A 100% employee-owned company, we provide dedicated sales, rentals, parts, and service support for customers in the tree care, landscaping, wood waste, organic recycling, underground construction, and mining industries. 

POSITION FUNCTION:

The Service Advisor will take their first step into Service Admin leadership while using their fundamental knowledge and professionalism to provide mentorship to other Service teammates, assisting customers and thoroughly explaining their needs to ensure an excellent customer experience is delivered.

ESSENTIAL PERFORMANCE RESPONSIBILITIES:

• Serve as first point of contact for service customers - professionally answer phone and greet customers
• Troubleshoot fundamental equipment issues with customers over the phone
• Input labor and notes ensuring accuracy of technician’s reporting
• Serve as backup in work order creation process as needed
• Preview work orders, ensuring parts and items are on the ticket
• Ensure accurate communication between Parts and Service departments for proper parts ordering and delivery
• Review Technician notes on work performed and track work orders through computer system
• Estimate and/or review the estimates of the cost and time needed to do the repair, taking into account both Vermeer Great Plains’ and the customer’s schedule
• Act as the liaison between the customers and Service Department
• Handle warranty claims as needed
• Provide mentorship to Technicians and other Service Admin to include (but not limited to) the proper ticket procedures, wording, etc.
• Serve as a backup to the Service Manager and/or Assistant Service Manager in their absence
• Stay current with the latest trends and developments within your field and industry by continuing your education with Factory Service Schools, VGP Service Schools, Individual Development Plans, etc.
• Input call notes into Modern
• General filing
• Follow all safety rules and regulations while performing work assignments and adheres to all policies and procedures as specified in Employee Handbook
• Other duties as assigned

Measure of success determined by established company guidelines, including but not limited to the ability to perform the above-mentioned duties, feedback from customers and technicians, ability to take guidance and direction from Manager professionally, and execute upon such feedback.

Qualifications

KNOWLEDGE, SKILLS AND ABILITIES:

• Must be committed to and take a pro-active approach to our Company Mission, Vision and Values
• Strong PC proficiency with MS Windows and MS Office Suite; IntelliDealer a plus
• High degree of customer service to both internal and external customers
• Excellent working knowledge of labor and parts used in the maintenance and repair of equipment
• Mechanical/technical aptitude with excellent problem-solving skills and attention to detail
• Demonstrated experience with hydraulic systems, electrical, electronics, pneumatics, diagnosing and calibration
• Excellent leadership skills
• Ability to operate industrial equipment, including forklift, overhead hoist, etc.
• Strong fundamental electronic diagnosing capabilities
• Demonstrated safe work habits
• Strong ability to adapt to the people and environment around them - customers, suppliers, co-workers and manufacturer's employees
• Ability to conduct yourself in a professional, ethical and reliable manner
• Strong verbal and written communication skills in order to communicate professionally, respectfully and honestly at all times
• Must be able to lift at least 50 lbs, stand, walk, use hands and fingers, handle, feel, reach with hands and arms, stoop, kneel, crouch or crawl, talk and hear 100% of the time
• Ability to be exposed to extreme weather elements, including wet and/or humid conditions, extreme cold and extreme heat regularly
• Ability to withstand moderate to high noise level in working environment regularly
• Must be able to work overtime and/or weekends as needed

QUALIFICATIONS:

• Associate degree in Applied Science, Diesel Mechanics, Diesel Technology, or related field, and 4 years of progressive Technician and/or equivalent Service leadership experience in the heavy equipment, industrial equipment or automotive industry; or equivalent combination of education and experience required
• 4 years Vermeer Technician experience preferred
• 1 year of leadership experience required
• Vermeer Technician Certification required within 6 months of start date
• 2 engine manufacturer certifications preferred
• Must have a valid unrestricted Driver’s License and ability to maintain one throughout employment
• Background check, pre-employment drug testing and clean driving record required

FLSA status: Non-exempt

EOE

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give a general sense of responsibilities and expectations of position. As the nature of business demands change so, too, may the essential functions of this position.