Overview
As a Service Advisor, you will coordinate the daily flow of service work from equipment intake through repair completion and ticket closeout. Your primary responsibilities include keeping mechanics' work moving, ensuring mechanics contact customers about estimates, and maintaining accurate, current service tickets. This is a nonsupervisory role with no responsibility for hiring, discipline, performance evaluations, or employee management. Personnel concerns are referred to the Branch Manager.
Duties and Responsibilities
- Greet customers, assess service needs, and create detailed service tickets that accurately capture customer concerns, equipment information, and requested services.
- Triage incoming equipment and coordinate its routing to the appropriate mechanic.
- Coordinate the daily work queue with mechanics based on job priority, customer commitments, parts availability, and available shop capacity.
- Monitor each job from intake through completion, follow up on delays, and communicate schedule changes to the customer.
- Work with the parts department to confirm needed parts, track orders, and identify availability issues affecting repairs.
- Bring scheduling conflicts, stalled jobs, and issues requiring management decisions to the Branch Manager.
- Ensure mechanics promptly call customers to explain repair findings, estimates, recommended work, and expected completion times; follow up on outstanding calls.
- Assist with explaining service options and pricing, answering customer questions, and communicating additional service needs identified by mechanics.
- Verify that customer approvals or declines, approved amounts, and contact attempts are documented in the ticket before repair work proceeds; obtain additional authorization when the scope or price changes.
- Follow up on estimates awaiting a customer response and keep the ticket updated with the next action and follow-up date.
- Keep customers informed about repair progress and delays, notify them when equipment is ready, and coordinate pickup.
- Address customer concerns professionally, refer issues requiring management approval to the Branch Manager, and follow up after service as needed.
- Review all open service tickets daily so each has a current status, assigned mechanic or responsible contact, and a clear next step.
- Identify and follow up on tickets awaiting diagnosis, an estimate call, customer approval, parts, repair completion, or pickup so work does not sit without action.
- Ensure mechanics update diagnostic findings, repair notes, labor entries, and parts used; follow up on missing or incomplete information.
- Maintain accurate customer and equipment service histories, including estimates, authorizations, communication notes, and warranty documentation.
- Review completed tickets against approved work and recorded parts and labor, resolve documentation discrepancies, and prepare accurate customer invoices.
- Process warranty claims with complete supporting documentation and follow up on missing information.
- Ensure completed jobs are invoiced and tickets are closed promptly in accordance with company procedures; follow up on completed tickets that remain open.
- Assist with service scheduling and administrative duties that support timely repairs and accurate records.
Required Skills Education and Experience
- High school diploma or equivalent; certifications in customer service or mechanical fields are a plus.
- 2+ years of experience in a service advisor, service writer, service coordination, or customer service role, preferably in the outdoor power equipment industry or a related field.
- Strong organizational skills and attention to detail, with the ability to manage multiple tickets and follow through on outstanding items.
- Excellent communication and customer service skills, including the ability to coordinate with mechanics and other departments.
- Familiarity with service management software and basic office tools, including Microsoft Office.
- Ability to read and interpret technical documents, including parts diagrams and schematics.
- Ability to work in both an office environment and a shop or warehouse environment.
- Flexibility to work weekends or evenings based on store hours and business needs.
