Shop Service Advisor

Blanchard Machinery Company is committed to fostering a high-performance work culture with challenging work opportunities that inspire high quality results. Some of the benefits of joining our team are:

• Competitive Pay.
• Benefits: Medical, dental, vision, 401K, profit sharing, generous PTO and paid holidays, uniforms, and much more.
• Exposure to world-class CAT training and development.
• A friendly and supportive work environment.
• Continuous exposure to learning and new technologies.
• Opportunities for advancement.

• Contributes to a positive work environment and promotes the vision, mission, and values of BMC.
• Completes all job responsibilities in a safe manner, promotes and champions a safe and healthy work environment.
• Serve as the primary point of contact and intake for all retail customer service opportunities.
• Engage customers in a friendly, knowledgeable, and professional manner while providing accurate, timely communication to set proper service expectations and ensure follow-up on commitments.
• Respond to high volumes of customer calls, prioritize service requests, and schedule field service work to support customers and internal teams.
• Coordinate seamless transitions of Heavy Field Service processes to customers and internal departments.
• Support the Field Service Supervisor in job closing activities as needed.
• Maintain proper records and documentation for trucks and drivers in accordance with company policies and regulations, in collaboration with the Field Service Supervisor.
• Demonstrates strong commitment to exceptional customer service.
• Champions coordination of customer needs.
• Create service tickets and update ServiceLink and Modern systems accurately and promptly to ensure that all stakeholders remain informed and synchronized.
• Ensure tickets/work to be performed and all customer interactions are accurately and promptly document and visible to the Service team.
• Identify customer needs by actively listening and asking questions to capture additional service revenue opportunities and recommend relevant services to increase machine uptime and extend the life of the machine.
• Apply equipment knowledge and understanding of customer applications to recommend value-added attachments and other equipment options.
• Research service history on customer accounts, identify parts and pricing for work orders, and prepare the framework for quotes for Shop Supervisor review and work completion.
• Proactively contact the customer to provide updates on service progress, CAT Inspect findings, troubleshooting findings, and discuss the impacts/changes to quotes and completion timelines.
• Determine the optimal communication method (phone, text, email) for customers and set appropriate contact frequency the Modern app.
• Set expectations for final invoice amounts and send invoices to customers for review prior to equipment/machine pick-up.
• Manages the full payment process, including collecting, verifying, and recording customer payments.
• Resolve customer complaints and concerns to ensure satisfaction and drive retention.
• Participate in the after-hours on-call rotation schedule.
• Assist other branches when needed and schedule work generated through service letters.
• Performs other duties as assigned.

• High School Diploma or equivalent required. AS or Technical degree in related field preferred.
• Experience in the diesel or construction equipment field preferred.
• 2 years of logistics and scheduling experience preferred.
• Ability to work with all levels of employees, management, and customers in a positive, professional, and effective way.
• Ability to adapt to changing priorities; meets deadlines and works well under pressure.
• Must possess a customer centric mindset along with the ability to build strong relationships.
• Excellent interpersonal, written, and oral communication skills.
• Strong work ethic and self-starter. Able to effectively manage multiple tasks/priorities and adapt to change.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone and in person.
• Ability to learn and navigate new software quickly.
• Personal commitment to continuous improvement and service excellence.
• Ability to work independently with limited supervision.

Working Conditions:

• The physical environment requires the employee to work inside as well as in a non-climate-controlled environment throughout the year.
• Required to use personal protective equipment to prevent exposure to injury and/or hazardous materials.
• Position requires employees to be physically present at designated worksite location.
• Job requires standing, stooping, squatting, pushing, pulling, twisting, turning, lifting.
• Seeing, reading, and writing are required to complete job responsibilities.
• Use of computer and other forms of technology to complete job responsibilities.