Service Advisor

The role of the Service Advisor is to manage our client's repair process and creating a positive experience by understanding our clients’ needs and communicating with them throughout the duration of the repair. The advisor’s goal is to facilitate solutions utilizing the full resources of Wheeler Machinery Co. to the satisfaction of our client, always maintaining a strict adherence to honesty, integrity, and a sincere approach.

Duties & Responsibilities:

• Ascertain equipment problems and services by listening to client’s description of symptoms; clarifying description of problems; conducting inspections; checking equipment or component maintenance records; examining service schedules.
• Verify warranty and service contract coverage by examining appropriate records; explaining provisions and exclusions.
• Work with Service Supervisors to meet client’s expectations in terms of requested repairs and completion timelines.
• Develop estimates within company processes, calculating client’s payment, including deductibles or shared expenses.
• Maintain communication with client throughout duration of repair.
• Prepare repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtain approval signatures; enter RO into service system.
• Ensure accuracy and completeness of repair orders and process them to completion in a timely manner.
• Work with OEM representatives and internal persons for goodwill authorization and processing of documentation as needed.
• Maintain client rapport by explaining estimates and expected return of equipment or component; obtaining clients approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging transportation.
• Maintain equipment records by recording problems and corrective actions planned.
• Update job knowledge by participating in educational opportunities; reading manufacturers' publications.
• Provide back-up for other department advisors as necessary.
• Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Required Qualifications:

• Knowledge of Caterpillar warranty guidelines
• Working knowledge of DBS
• Working in a stressful environment
• Time management
• Problem solving
• Microsoft word, Outlook, Excel, computer systems
• Company CRM
• Communication skills-Phone, email etc.
• Ability to work in a team environment

Preferred Qualifications:

• Self-Starter:?Inspired to perform without outside help
• Ability to Make an Impact:?Inspired to perform well by the ability to contribute to the success of a project or the organization

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c).