What are the responsibilities and job description for the Heavy Duty Truck & Trailer Service Advisor position at Diamond Truck & Trailer?
Join the Diamond Truck & Trailer Team
Diamond Truck & Trailer is seeking an experienced Heavy Duty Service Advisor to join our growing truck, trailer, and road service operation. The Service Advisor is responsible for coordinating communication between customers and the service department, preparing estimates, obtaining approvals, tracking repair progress, and ensuring repair orders are accurate and complete. This position is a critical member of the service team and plays a key role in customer satisfaction, shop throughput, and overall service department performance. This role is expected to grow alongside the organization. The Service Advisor will work directly with the Service Manager and will have opportunities to contribute to process improvement, customer experience initiatives, and departmental development as the company continues to grow.
Responsibilities
Customer Communication:
Required
Our vision is to become the leading independent truck and trailer repair provider in the region, recognized for superior quality, responsiveness, and technical expertise. We keep our customers moving by delivering reliable repairs, honest service, and rapid response while creating a workplace where employees can build long-term careers and take pride in their work.
Diamond Truck & Trailer is seeking an experienced Heavy Duty Service Advisor to join our growing truck, trailer, and road service operation. The Service Advisor is responsible for coordinating communication between customers and the service department, preparing estimates, obtaining approvals, tracking repair progress, and ensuring repair orders are accurate and complete. This position is a critical member of the service team and plays a key role in customer satisfaction, shop throughput, and overall service department performance. This role is expected to grow alongside the organization. The Service Advisor will work directly with the Service Manager and will have opportunities to contribute to process improvement, customer experience initiatives, and departmental development as the company continues to grow.
Responsibilities
Customer Communication:
- Receive and coordinate incoming service requests
- Serve as a primary point of contact for customers throughout the repair process
- Answer customer phone calls and emails in a professional and timely manner
- Communicate repair recommendations, estimates, and repair status updates
- Obtain and document customer approvals for repairs and additional work
- Address and resolve customer concerns and escalate issues when necessary
- Build and maintain strong relationships with fleet customers, owner-operators, and drivers
- Open and maintain repair orders
- Accurately document customer contact information, VINs, unit numbers, and service requests
- Review work orders for completeness and accuracy
- Assist with invoice preparation and repair order billing
- Verify technician documentation, such as completed DOT paperwork, before final invoicing
- Work with the Service Manager to help balance shop capacity and scheduling priorities
- Work closely with technicians, foremen, shop managers, and the Service Manager regarding repair status
- Assist in prioritizing repairs and maintaining efficient workflow within the service department
- Maintain accurate customer and repair records
- Support service-related paperwork
- Assist with process improvement initiatives within the service department
- Support customers who utilize third-party maintenance management systems by entering repair estimates, obtaining approvals, uploading invoices, and maintaining service records. These systems include, but are not limited to, ARI/Holman, Auto Integrate, and Wheels
- Perform additional duties and responsibilities as assigned
Required
- Minimum two years of experience as a Service Advisor, Service Coordinator, or similar customer-facing service position
- Strong communication and interpersonal skills
- Ability to prioritize multiple tasks and maintain organization in a high-volume service environment
- Proficiency with computer systems and the ability to quickly learn new software
- Experience within the heavy-duty truck, diesel, trailer, transportation, or fleet maintenance industries
- Familiarity with truck and trailer repair terminology
- Previous diesel technician experience
- Experience working with fleet maintenance software, customer portals, or repair management systems
- CDL license
- Day Shift: 7:30 AM - 4:30 PM
- Competitive compensation ($55,000 - $80,000 based on experience and qualifications)
- 401(k) with company match
- Medical, dental, and vision insurance (85% company paid for employee, spouse, and children)
- Paid time off and holidays
- Two weeks paid parental leave
- Weekly pay
Our vision is to become the leading independent truck and trailer repair provider in the region, recognized for superior quality, responsiveness, and technical expertise. We keep our customers moving by delivering reliable repairs, honest service, and rapid response while creating a workplace where employees can build long-term careers and take pride in their work.
Salary : $55,000 - $80,000