Service Advisor

On-the-job training, career development, competitive benefits, and amazing growth opportunities! Dig Heavy Equipment? Join our team today!

ABOUT WESTERN STATES EQUIPMENT:

Western States has a long legacy of providing quality equipment and excellent service to customers. Since 1956, our vision is to make our communities stronger, cleaner, and more productive, not just with our products and service - but through our people. We are committed to:

• The Power of our Purpose: "Building our Communities for a Better Tomorrow"
• Performance through our Values: SAFETY, EXCELLENCE, TEAMWORK, INTEGRITY, ACCOUNTABLITY, and INNOVATION
• Customer and Employee Care Commitments: Conveying Warm and Empathy, Actively Listening, Building Trust, and Saying Thank You

WHY YOU'LL LIKE IT HERE:

Recognized as one of the top private companies to work for, we put our employees first. We are fiercely committed to SAFETY and sending every employee, safely home, every single day. Our comprehensive benefits package and complete wellness programs include:

• Three weeks of accrued PTO to start, increases with tenure
• Company paid health care premium option for employees
• Health, dental, and vision insurance
• Wellness dollars
• 401k with company match and profit sharing
• Educational reimbursements, tool loans, and safety & tooling dollars
• Employee Assistance Program
• Paid Parental leave
• Care Leave

WHAT WE'RE LOOKING FOR:

THINK-ACT-BE SAFE - At Western States, we empower every employee, every day to work and promote a safe environment to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable procedures and standards. This includes maintaining clean/clutter free personal work areas and wearing the required personal protective equipment (PPE) as identified in safety policy.

FULL SUMMARY: The Service Advisor works closely with the Service Manager to ensure the continued growth of the customer base and financial performance through the alignment of systems, people and process. The Service Advisor assists in the customer repair process and is the primary customer contact throughout the life of the repair. This includes all customer correspondence and documentation related to the repair from inquiry to invoice/follow-up. The purpose for this role is to ensure the highest levels of customer service possible is provided through constant communication with the Service Foreman, Lead technicians, support functions, and the customer.

Comprehensive Customer Service & Repair Coordination Responsibilities

• Serves as primary customer contact for service requests; answers and directs service calls.
• Identifies repair needs and gathers information to create accurate quotes/estimates.
• Handles all sales functions for service work (quotes, estimates, bids) for phone and walkin customers.
• Partners with the Service Pricing Group to deliver quotes aligned with Customer Care Standards.
• Coordinates service opportunities with PSSRs and other sales teams.
• Manages marketing campaigns with PSSRs to drive business.
• Collaborates with PSSRs on postrepair customer followup.
• Applies shop labor rate discounts when needed to secure business.
• Performs all Microsoft A/X functions for creating, maintaining, and closing service calls.
• Completes rework and documentation corrections as needed.
• Evaluates warranty, policy, and service update requirements for each machine.
• Presents initial and updated quotes to customers and gains approval to proceed.
• Meets expectations for final repair cost vs. quoted amounts.

Technician Oversight, Workflow Management, and Customer Resolution Responsibilities

• Works collaboratively with Lead Technicians, Service Foreman, and technicians.
• Approves and adjusts employee time related to service calls.
• Delivers technician performance reviews with input from Lead Technicians.
• Manages service call elements (segments, charge codes, job notes, etc.).
• Uses the Service scheduling tool to manage repair scheduling and workflow.
• Shares responsibility for technician productivity.
• Provides frequent service updates, conducts research, resolves concerns, and advises on repair vs. replacement.
• Contacts customers about upsell items, explains issues, and secures approval.
• Processes discounts, credits, and reissued invoices to maintain customer satisfaction.
• Works with Service leaders on policy decisions and ensures proper expense allocation.
• Meets breakeven targets for goodwill and warranty decisions.
• Ensures quality control with Lead Technicians and/or Service Foreman.
• Finalizes repairs by reviewing invoices with customers and gaining approval to close.
• Performs postrepair satisfaction followup calls.

KNOWLEDGE SKILLS AND ABILITIES:

• Possesses advanced technical skills necessary to understand the scope of work and high level processes involved with the repair specific to their assigned area. (General Repair, Engine/Generator, Truck, etc.)
• Proven ability to troubleshoot, diagnose, and repair all CAT machine systems.
• Knowledge and use of Microsoft computer products or other comparable systems required.
• Proven conflict resolution, customer experience, and negotiation skills.
• Proven skills in written and verbal communications, planning, organizing, leadership and interpersonal relationship building.
• Ability to set and manage priorities.
• Must be a self starter and able to work without supervision.
• Consistent attendance.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED).
• Associates Degree from an accredited vocational school preferred.
• Five years minimum experience in diagnosis and repair of heavy equipment working on heavy equipment in a Caterpillar or similar environment with Hydraulic, Engine and Power-Train experience preferred.
• One year prior management experience, with P&L responsibility preferred.
• Two years' customer service experience in the heavy equipment industry required.
• Sales experience preferred.
• Valid driver's license and acceptable driving record required.
• Must be able to communicate (speak, read, comprehend, write in English).

PHYSICAL CHARACTERISTICS:

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Must be able to lift 50 pounds.
• Must be able to meet all safety requirements for applicable safety policies.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.