Service Advisor

Toromont Cat (Maritimes) - Fredericton, NB (30+ days ago)

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Reference Number :
TCM-19-5291

Division :
Heavy Equipment

Job City :
Fredericton

Site :Position Status :
Permanent, Full time

Work Shift :
Days

Work Schedule :Length of Assignment :Posting End Date :
2019-11-12

Job description :
We are currently seeking a Service Advisor in Fredericton, NB. As a successful candidate, you will provide technical direction and accountability for scheduling all equipment repairs with both the internal and external teams within the service operations, while maintaining good communication with customers throughout the repair cycle as required. The Service Advisor will also collaborate with the Supervisor and Coordinator to ensure quotes, timelines and process flow are maintained to support accurate and timely WIP (work-in-progress) processing.

Key Accountabilities:
  • Update and manage Service Orders in a timely and accurate manner
  • Schedule both machine repairs and preventative maintenance for the technicians
  • Coordinate with Service Supervisor, MSRs and PSSRs to meet all deadlines for machine repairs
  • Provide customer support for incoming calls and effective follow up during and after machine repairs
  • Open and structure service orders, check for service letters, where applicable and warranty status, verify customer pay arrangements, review history on machine and communicate it to technicians
  • Collaborate with Coordinator to ensure all service reports provided by technicians are timely and accurate
  • Work with the Coordinator to review and interpret service orders and ensure that credits and parts have been processed/submitted
  • Use technical knowledge to communicate with customers and complete the invoicing of service orders
  • Source parts and tools during job set-up and provide shipping instructions to the site
  • Assist with Warranty and Goodwill processing including documentation requirements and no charge claims
  • Maintain current information cascading to the required Service Supervisors, Product Support Manager, Machine Sales Reps (MSRs) and Parts & Service Sale Representative (PSSRs)
  • Review and maintain WIP daily to support the invoicing process and KPIs (Key Indicator Metrics)
Job Qualifications :
  • Post-Secondary Education in a technical/mechanical program with a minimum 5 years’ experience in service operations.
  • Safety conscious with a technical aptitude and knowledge of Caterpillar and competitive product lines
  • Highly customer centric and a strong team player with a sense of urgency
  • Exceptional communication and interpersonal skills with a proven ability to work effectively within cross functional teams
  • Attention to detail, efficient time-management and effective planning skills with the ability to quickly adapt to multiple and often changing schedules and priorities in a deadline driven environment
  • Improvement mindset and self-directed with high integrity and initiative to be proactive in problem solving
  • High proficiency in Microsoft Office Applications including Excel, Word and Outlook (experience with SAP, DBS and SIS would be an asset)
  • Willing and able to work flexible and on call business hours in support of the business