Service Advisor

Job Summary: All Service Writers are responsible for accurately documenting and managing service requests, maintenance, and repair work for crane equipment. They act as a liaison between customers and technicians, ensuring that all service orders are properly detailed, scheduled, and invoiced. The role involves reviewing work orders, creating estimates, tracking parts and labor, and ensuring timely completion of services. Service Writers also ensure compliance with safety standards and company policies while maintaining clear communication with both customers and internal teams to support efficient operations.

Key Responsibilities:

• Ascertains truck and truck mounted equipment problems and services by listening to customer's description of symptoms, clarifying description of problems, conducting inspections, taking test drives, checking vehicle maintenance records, and examining service schedules
• Verifies warranty and service contract coverage by examining records and papers, explaining provisions and exclusions
• Works with manufacturers on warranty claims, tracking each one through to completion
• Works closely with the Accounting Department on outstanding claim tracking
• Develops estimates by costing materials, supplies, and labor, and calculating customer's amount due
• Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required, obtaining approval signatures, and entering RO into service database system
• Maintains customer rapport by explaining estimates and expected return of vehicle, obtaining customer's approval of estimates, obtaining and providing contact telephone numbers, answering questions and concerns, and arranging towing and temporary transportation
• Maintains vehicle records by recording problems and corrective actions planned
• Updates job knowledge by participating in educational opportunities and reading manufacturers' publications
• Enhances organizational reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value
• Maintains vehicle appearance by cleaning, washing, and painting
• Keeps supplies ready by working closely with the Parts Department on inventory
• Works closely with Service Management to develop and implement target account specific objectives, strategies, and action plans
• Quotes prices, bid specifications, and maintains records as outlined by management
• Answers customers' inquiries regarding products, prices, availability, and product uses
• Updates customers on work progress and expected completion timelines
• Monitors customer satisfaction and communicates this information to management
• Works with Parts and Service Departments to introduce customers to additional services available
• Tracks inventory of items assigned by management and orders approved quantities as business dictates, which may include steel and oil products

Preferred Qualifications:

• Candidate must live within the branch metropolitan area
• Specific experience working on brands such as Kenworth, Sterling, Cormach, Socage, Elliott, Fassi, Palfinger, and Terex, and equipment types such as knuckle booms, man lifts, and material handling equipment a plus
• 5 years of prior and proven Service Writer, Technician, and Warranty Administration experience with heavy-duty truck and truck mounted equipment in a service workshop environment
• Must be able to read engineering drawings and hydraulic schematics
• Self-motivated and disciplined with an ability to work closely with management and customers
• Excellent communication, analytical, and problem-solving skills with the ability to work well under pressure
• Must be dependable and have a valid driver's license
• Good PC skills: Excel and Word