Description

General Purpose:

The Service Advisor is the front line of contact for customers calling into or visiting the branch. They are responsible for positive and effective communication with PrairieLand customers and internal service team to ensure the customer’s needs are met. The Service Advisor reports to the Service Manager.

Essential Functions:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Act as the primary customer contact for the location’s Service Department.
• Assist with technical requests from service technicians and customers.
• Communicate with customers to schedule service, making sure all inbound equipment is properly noted and tagged, as well as the collection of payment for services rendered.
• Help service technicians to improve overall labor performance by creating efficiency gains by helping inspect, move equipment, procure special tools, order/return parts, and assist with technical advice including scheduling internal and external training.
• Open work orders, look up/add job codes for technicians as directed by Service Manager/Shop Foreman, and maintain control until closed and invoiced.
• Schedule and assign jobs and work areas to employees according to their skills and knowledge.
• Review work orders for completeness and accuracy prior to customer billing.
• Ensure all departmental tools, equipment, and vehicles are in good working order.
• Work with technicians to help accurately quote service work and sell needed repairs to customers.
• Submit all service warranty and Product Improvement Program (PIP) claims within the required timeframe to receive maximum credit.
• Develop, communicate, enforce, and monitor effective Service Department processes to ensure internal and external customer satisfaction.
• Participate and lead specific accountability areas regarding annual Service Department goals and budget in alignment with overall company financial and operational objectives.
• Occasionally help in coordinating customer clinics, field days, and related promotional events.
• Assist with supervising and participating in staffing and employee development activities.
• Performs other duties as required and necessary to ensure the success of the company.

Supervisory Duties:

• Assists with managing the Service Technicians and other Service Department staff in accordance with the company’s policies and applicable laws. May supervise non-revenue position (i.e. maintenance, drivers, etc.), turf technicians, and the turf customer business segment.

Qualifications

Knowledge, Skills, and Abilities:

• Ability to consistently promote, support, work, and act in a manner in support of the company’s vision, mission, and values.
• Ability to act on behalf of the Service Manager in their absence.
• Strong leadership and customer service skills.
• Knowledge of John Deere and competitive products.
• Ability to communicate effectively to individuals and groups, both verbally and written.
• Ability to use standard desktop load applications such as Microsoft Office and internet functions.
• Basic understanding of financial principles relative to Service Department operations and analyze and interpret internal reports.
• Excellent time management skills to manage work orders in a high-volume shop.

Education:

• High School Diploma or General Education Diploma (GED) equivalent is required, Associate’s or bachelor’s degree is preferred.

Experience:

• Three or more years of experience in Service Department operations required; management experience is preferred.
• An equivalent combination of education and experience may be substituted on a year for year basis.

Additional Requirements/Licenses/Certifications:

• Must have reliable transportation.
• Must have a valid driver’s license.
• Passing a driving record (MVR), criminal history background checks, employment verification, and drug screen will be required prior to the start of employment.
• Forklift license preferred or ability to obtain one.
• Ability to work extended hours and weekends.

Working Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasional outdoor work in extreme weather conditions (hot/cold); walking on uneven terrain; occasional exposure to insects.
• Regular and long-term exposure to work areas containing toxic/caustic/hazardous/volatile chemicals; extreme conditions such as hot/cold; sharp hazards; dust/fumes/gasses; electrical shock; moving mechanical parts; high pitched and/or constant loud noise.
• Work may involve assisting with sampling, calibration of equipment and process instruments calibration / maintenance in difficult areas.
• Personal Protective Equipment (PPE) required including cold weather gear, eye protection, gloves, and provided uniform.
• A clean and safety-conscientious work environment is required.
• Work may involve long hours and overtime during holidays, weekends, and evenings.
• Required to rotate on-call responsibilities for up to a week at a time.

Physical Activities:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to stand, sit, walk, walk on unpaved terrain, talk, reach with arms and hands, have good manual dexterity, use hands and fingers to operate a computer and telephone keyboard, handle or feel, hear alarms/telephones/normal speaking voice.
• While performing the duties of this job, the employee is regularly required to talk or hear.
• May involve climbing ladders, stairs, steps, and traversing catwalk grating, pushing, pulling, bending, stooping, and kneeling on a frequent basis and working in confined space and manual dexterity required to complete work tasks through safe and proper operation of power and hand tools, and motor vehicles.
• Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
• Moving, positioning, and carrying loads of up to 5 pounds upstairs and loading on four-foot-high surfaces frequently.
• Strenuous physical work involving heavy lifting, pushing, or pulling of objects up to 50 pounds frequently and 100 pounds occasionally.