Job Summary

The Service Advisor serves as the primary point of contact between customers and the service department, ensuring equipment repairs and maintenance needs are accurately identified, communicated, and completed in a timely manner. This position is responsible for opening and managing work orders, coordinating with technicians and parts personnel, providing repair estimates, communicating repair status updates, and ensuring a positive customer experience throughout the service process.

Duties and Responsibilities

• Advises service personnel to ensure efficient and timely repair and installation work; maintain courteous customer contacts.


• Oversee work order closing process; reviews work orders and estimates for accuracy and completeness and the appropriateness of parts and labor.


• Maintain good customer relations through Modern and personal contact.


• Maintain liaison with service and parts management; provide technical support.


• Keep current on technical aspects of function and on relevant company policies and procedures.


• Maintain a safe working environment and observe all safety procedures, laws, policies, and rules.


• Communicate with internal and external customers in a manner that promotes a positive relationship.


• Analyze and diagnose equipment malfunctions.


• Write service reports that accurately document diagnosis and repairs performed.


• Possess basic computer knowledge and ability to use service software required in position.


• Prepare required documentation including work orders, parts lists, and timecards in an accurate and timely manner.


• Perform assigned tasks in a timely, accurate, and efficient manner.


• Follow manufacturer and company service guidelines and procedures to ensure quality work and to preserve and document component failure information for accurate failure analysis.


• Project a positive professional image with customers.


• Develop and maintain a strong customer service relationship with all customer contacts.


• Maintain punctual, regular, and predictable attendance.


• Keep service area clean and orderly.


• Properly track time on jobs to ensure correct billing.


• Perform other duties and tasks assigned by the manager.


• Exemplify the Total Equipment Core Values: Teamwork, Excellence, Passion, Integrity, and Customer First.