Service Advisor

Job Type

Full-time

Description

What Will You Do?

The Service Advisor is responsible for being the liaison between customers, repair Technician and Technician and Manufacturer. Provide administrative support to the Repair Team in the Sarasota Service Department. Respond to our customers needs, exceeding their expectations for quality repairs, quick turnaround time, and meeting committed promise dates.

To grow and build a successful career with Wesco Turf, you will be responsible for:

• Create repair order and transfer requested parts to be sent to customer, Mobile service expediter for on-site repair
• Assist customers over the phone with diagnostics.[GT1]
• Prepare warranty claims for submission to Briggs, Bernhard, Club Car, Kohler, Salsco, Toro, and/or other appropriate vendors for processing in a timely manner.
• Monitor all assigned warranty claims from initial creation, through 30, 60, and 90 day follow up intervals, up to final submission and closure process.
• Reconcile warranty credits and process repair orders for invoicing daily.
• Review customer bill and warranty repair orders for accuracy prior to submitting.
• Request specific parts as identified by the vendor to be returned, tagged and held for 120 days. Upon vender request all failed parts must be returned with all required paperwork and shipped within 24 hours of request.
• Create, monitor and manage TAC cases with Toro
• Continuously monitor and update the Dispatch console.
• Close all repair orders in three days or less for invoicing.
• Consult directly with customers initiating the repair order process, documenting their concerns with a review of the unit’s history, inclusive of providing a written quote to the customer.
• Complete troubleshooting of customer concerns when feasible and rely on the Lead Technician when additional knowledge is needed.
• Prepare pickup and delivery paperwork and print to warehouse with details of model, serial number and special notes needed.
• Schedule with techs work order assignments.
• Consult with the customer to schedule their work through Service-Max according to the capacity of the department and to the needs of the customers.
• Coordinate with all parties to determine the need for pickup and delivery according to customer needs and schedule.
• Obtain authorization for repairs before repairs are conducted and document thoroughly on repair order authorization form with date, time, name and signatures or initials of person giving authorization for work to be completed.
• Consult with techs on ordering of parts and communicate with vendors for reporting issues and obtain assistance as needed.
• Process the transfer of parts requested by Team Technicians for the timely repair of equipment.
• Control inventory of parts not required to complete jobs by correctly transferring them back to the parts department in a timely manner.
• Add jobs as needed to repair orders, coordinate with the shop service advisors, and obtain proper authorization from the customer as necessary.
• Update repair order as needed per repairs, complete billing of all charges for customer repairs and release for invoicing upon completion of repair.
• In order to recoup additional freight cost, add overall cost for shipped parts when the order type allows.
• Perform monthly inventory of equipment/parts.
• Assist with repairs in the shop as needed.
• Assign setups and repairs to techs.
• Oversee and manage employees when manager is not on site.
  
  

What Can We Give You?

Wesco’s foundation is built on the strength and quality of our people. We are committed to providing all of the resources and tools necessary to help our people be successful. Recognizing that our employees are our greatest resource, our competitive rewards package is designed to attract and retain our talented associates.

Health Insurance – Medical, dental, and vision insurance is available to full-time employees, eligible dependents, and spouses.

Wellness – We offer full-time associates a variety of mental health, financial health, and other types of resources.

Growth Opportunities – Nearly half of our employees have worked in our organization for over ten years. We are committed to the advancement of our employees by providing challenging work assignments, formal and informal training, professional associations, and networking opportunities.

Competitive Salary – In addition to their base pay, employees are eligible for our company-wide bonus that is dependent on Wesco meeting our sales goals. We have met these goals every year for the past 10 years, the bonus is equivalent to 0-3 weeks of additional pay and is prorated for your first year. Employees in our Service and Operations departments are eligible for a monthly incentive program based on performance.

Who Are We?

Since 1987, Wesco Turf has been the golf, grounds, and irrigation market leader. We are a worldwide provider of the highest quality used golf course equipment. We are an exclusive provider for Toro, Club Car, Bernhard, Salsco, Harper, Ventrac, and MCI-Flowtronex and Watertronics Pump Stations in Florida and Southern Georgia. Wesco has been honored multiple times as Toro’s North American Distributor of Excellence. On August 1st, 2022, Wesco acquired Hector Turf located in Deerfield Beach expanding our market to include from Vero Beach to Key West, including the Bahamas, Puerto Rico, Dominican Republic, and the Caribbean Islands.

Requirements

What Do You Need?

To be considered for this role, a candidate should meet the following minimal requirements:

• Requires excellent documentation practices.
• Requires strong leadership skills with good administrative skills
• Must have the ability to read and analyze documents and procedure manuals
• Requires strong mechanical background with good administrative skills, ability to assess situations and respond in the customers’ best interest.
• Requires the ability to communicate in a professional and courteous manner to all customers as well as fellow employees.
• Requires the ability to multi task and handle situations responding to the needs of Team Members.
• Minimum High School Diploma G.E.D. or equivalent
• Training at vocational, technical trade school or training seminars in the Commercial Turf Industry.
• Minimum of five years experience in a related field experience
  
  

We are committed to providing equal employment opportunities for training, compensation, transfer, promotion, and other aspects of employment for all qualified employees without regard to sex (including pregnancy and childbirth), race, color, religion, national origin, age, disability, sexual orientation, gender identity, genetic information or veteran status. M/F/D/V

Wesco Turf, Inc. is an equal opportunity employer. M/F/D/V

Salary Description

$23.00 - 25.00 / an hour