What are the responsibilities and job description for the Service Advisor position at Stephenson Equipment, Inc.?
Description
We are seeking an organized, customer-focused Service Advisor to serve as the key connection between our crane service customers and shop team. In this full-time position, you will coordinate inspection, maintenance, diagnostic, and repair work from the initial customer request through final invoicing. You will help ensure accurate work orders, timely communication, efficient scheduling, and a positive customer experience.
What You'll Do
We are seeking an organized, customer-focused Service Advisor to serve as the key connection between our crane service customers and shop team. In this full-time position, you will coordinate inspection, maintenance, diagnostic, and repair work from the initial customer request through final invoicing. You will help ensure accurate work orders, timely communication, efficient scheduling, and a positive customer experience.
What You'll Do
- Serve as the primary contact for customers requesting crane inspection, maintenance, diagnostic, and repair services.
- Open, maintain, and close accurate work orders, estimates, and service documentation.
- Coordinate scheduling, technician assignments, parts availability, outside services, and customer requirements.
- Provide proactive updates on job status, findings, recommendations, costs, delays, and completion timelines.
- Review technician notes, time entries, inspection reports, parts charges, and approvals before invoicing.
- Track open work orders, estimates, inspections, warranty claims, and completed jobs through final billing.
- Identify preventive maintenance, inspection, and repair opportunities that support customer uptime.
- Work closely with service, parts, sales, rental, accounting, manufacturers, and vendors to resolve issues and deliver quality service.
- Promote safe work practices and support compliant, profitable crane shop operations.
- High school diploma or equivalent required; technical, business, or related postsecondary education preferred.
- Two or more years of experience in service advising, equipment service, shop coordination, customer service, or a related role preferred.
- Experience with cranes, heavy equipment, construction equipment, hydraulics, electrical systems, or diesel-powered equipment is strongly preferred.
- Working knowledge of service department processes, repair terminology, work orders, labor billing, parts coordination, and warranty administration.
- Strong customer service, communication, organization, and problem-solving skills.
- Ability to manage multiple priorities, maintain attention to detail, and meet deadlines in a fast-paced environment.
- Ability to read and understand service documentation, inspection reports, estimates, and technical information.
- Proficiency with Microsoft Office and the ability to learn company business and service-management systems.
- Valid driver’s license and satisfactory driving record.