Service Advisor, Component Rebuild

SUCCESS AT WESTERN STATES: Western State’s culture is based on passion for our Vision, Mission, and VALUES. We are fiercely committed to SAFETY and sending every employee, safely home, every day. We strive for EXCELLENCE in all we do and are proud to be a “play to win” organization. We act with INTEGRITY in each and every decision we make. Our People and TEAMWORK drive a fun and engaging culture. We are ACCOUNTABLE as individuals and as an organization.

ESSENTIAL FUNCTIONS:

Safety

• Actively cares, promotes, manages, and advocates safety at Western States. As a leader and team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures and standards.
• Maintains clean/clutter free personal work areas to ensure safe environments for all WSECO employees.
• Adhering to required personal protective equipment (PPE) as identified in safety policy.

Customer Service and Coordination

• Primary Contact for Product support for Rebuild Specialist.
• Functions as primary point of contact for rebuilds and the rebuild process for the Service and Parts departments.
• Qualifies the rebuild needs with the customer and collects the necessary information needed to accurately create a quote or estimate of repair.
• Works closely with Service Pricing Group to provide an estimate or quote to the customer in adherence with Customer Care Standards.
• Works closely with Product Support Sales Representatives (PSSRs) and other department’s sales representatives (Sales Representatives, Rebuild Specialist to coordinate service opportunities in their assigned areas.
• Manages marketing campaigns in partnership with PSSRs that are designed to drive business into the rebuild area.
• Coordinates with PSSRs for post-repair customer follow up.
• Meets typical annual targets of 22% PAD (may vary year over year) for annual profitability of the team and the territory rebuilds.
• Performs all necessary work functions in Microsoft A/X specific to the service call process by creating, maintaining and closing all service calls.
• Performs any necessary re-work associated with a service calls done in error and any other document required for the repair.
• Evaluates all Warranty, Policy, and Service update issues that may be required for the particular type of machine being rebuilt.

Administration, Productivity and Collaboration

• Assist in creating one time salvage update in accordance to rebuild timeline.
• Meets final repair performance versus quoted amounts expectations of on or under quote.
• Functions as a team member with a Lead Technician, Service Foreman and a group of technicians responsible for the actual repair.
• Adds, deletes or otherwise manages different elements of a service call during repair process, including: segments, charge codes, job notes, etc.
• Maintains and tracks in a project management style all rebuilds.
• Shares responsibility for the productivity of the technicians assigned to the rebuilds.
• Provides frequent communication of service status updates for each customer, as well as research, fact-finding, resolution and follow-up of customer questions and concerns so that nothing come as a surprise to the customers. Provides advice related to replace versus repair options.
• Contacts the customer, after input from the Technician, with any up-sell items and explains the issue; then either gains consent to perform the work or proceeds without doing the work.
• Collaborates with Service leaders in making internal policy decisions for the Service Department and will work with other departments to ensure the policy expenses from their areas are allocated to the appropriate internal accounts.
• Works with Lead Technician and/or Service Foreman to ensure work is completed correctly and on time including service reports and other documentation.

Finalizing Invoices, Backorders, and Warranty Paperwork

• Finalizes all repair work by contacting the customer, reviewing the invoice in detail, and gaining customer consent to close.
• Will be measured by and held accountable for invoicing service calls according to WIP turns metric.
• Assists in backorder parts tracking and schedule updates as needed.
• Manages components moving between locations to meet rebuild timeline.
• Works with local Service department and Operations team to improve rebuild process.
• Provides weekly updates to Service departments and PSSR team to ensure everyone is communicated thoroughly.
• Adheres to all customer care standards.
• Manage segments as they are completed to ensure all information is in and segments are in finished status to ensure a timely close of work order when rebuild is completed.
• Manage and own the warranty paperwork and customer signatures on required documentation with assistance from service departments and PSSR group.
• Actively cares and advocates safety at Western States. Adhere to all applicable safety policies, procedures and standards.
• May accomplish training and serve as a team member in support of Western States’ strategic programs, projects, and initiatives.
• Works within and promote corporate vision, mission, and values of the organization.
• Performs other duties as assigned.

KNOWLEDGE SKILLS AND ABILITIES:

• Possesses advanced technical skills necessary to understand the scope of work and high level processes involved with the repair specific to their assigned area. (General Repair, Engine/Generator, Truck, etc.)
• Proven ability to troubleshoot, diagnose, and repair all CAT machine systems.
• Knowledge and use of Microsoft computer products or other comparable systems required.
• Proven conflict resolution, customer experience, and negotiation skills.
• Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.
• Ability to set and manage priorities.
• Must be a self starter and able to work without supervision.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED), associate degree from an accredited vocational school preferred.
• Five years minimum experience in diagnosis and repair of heavy equipment working on heavy equipment required.
• Five years minimum experience in a Service Advisor capacity with rebuild service call responsibility.
• One year prior management experience, with P&L responsibility preferred.
• Two years’ customer service experience in the heavy equipment industry required, Sales experience preferred.
• Valid driver’s license and acceptable driving record required.
• Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS:

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Must be able to lift 50 pounds.
• Must be able to meet all safety requirements for applicable safety policies.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)