Commercial Shop – Service Advisor, Power Systems

The Commercial Shop Service Advisor serves as a primary point of contact for customers and coordinates service activities from the initial repair request through job completion and invoicing. Working closely with technicians, Service Management, Parts, and Product Support Sales Representatives, this position develops repair estimates, communicates recommendations and job status, and maintains accurate work orders. The role supports efficient shop operations, profitable service work, and a professional customer experience across industrial and marine engines, engine-powered industrial equipment, on-highway trucks, and generator systems.

• Review technician findings, diagnostic reports, equipment and service history, manufacturer service information, and applicable warranty coverage to develop accurate and complete estimates for minor and major repairs in collaboration with technicians, PSSRs, and management.
• Verify required parts, labor, materials, outside services, and related costs are included in estimates and align with repair requirements, customer expectations, and company pricing and profitability guidelines.
• Respond to customer inquiries professionally, gather accurate customer and equipment information, document reported concerns, and initiate work orders.
• Obtain and document customer approval of repair estimates and changes in scope, including additional costs and revised completion dates, before the applicable work proceeds.
• Communicate repair recommendations, quote details and revisions, parts availability and lead times, job status, anticipated completion dates, and delays to customers and Product Support Sales Reps (PSSRs) in a timely and professional manner.
• Coordinate with the Commercial Service Manager on shop scheduling and job priorities; collaborate with technicians, internal departments, and vendors to monitor repair progress, address outstanding requirements, and meet customer commitments.
• Look up and apply extended warranty agreements and applicable service programs, and assist with credit card processes and other customer payment-related activities.
• Review completed work orders for accurate labor, parts, outside charges, repair descriptions, and customer approvals; coordinate timely invoicing and work order closure.
• Identify opportunities to improve estimate accuracy, service documentation, and workflow; collaborate with the Commercial Service Manager and technicians on improvements and training that support departmental performance and customer satisfaction.
• Additional duties as assigned.

• Experience in industrial or marine engine service, truck service, generator service, industrial equipment, heavy equipment, or a related service environment. Relevant experience may include work as a service advisor, service coordinator, technician, or estimator.
• Experience reviewing service reports and preparing repair estimates involving parts, labor, and outside services preferred.
• Experience with work order management, work-in-process tracking, service scheduling, CRM systems, and customer invoicing processes preferred.
• Sufficient technical knowledge to understand common equipment systems, repair procedures, technician findings, and parts and labor requirements. Experience with Caterpillar equipment preferred.
• Strong customer service, written and verbal communication, and problem-solving skills, including the ability to explain technical information clearly to customers and internal personnel with varying levels of technical expertise.
• Strong organizational skills and the ability to manage multiple work orders, quotes, customer requests, and deadlines simultaneously.
• Proficiency with computers and business software, including Microsoft Outlook and Excel, and the ability to learn applicable customer relationship management and service management systems.
• Ability to work independently while collaborating effectively with technicians, management, Parts, Sales, and other departments.
• Demonstrated professionalism, accountability, initiative, sound judgment, and a willingness to learn and develop technical and service coordination skills.
• Must possess a valid driver’s license with clean driving record. This includes no more than 2 minor violations within the past 3 years and no major violations within the past 5 years (Motor Vehicle Report will be performed on final candidate).

This position works primarily in an office environment with frequent visits out to the equipment shop/warehouse. May on a continuous basis walk, bend and lift up to 25lbs. May be required to wear appropriate safety equipment (IE- Safety glasses or side shields, gloves, etc.) when needed. The noise level in the shop/warehouse environment is usually moderate to high and office environment noise level is usually moderate to low. May intermittently sit at a desk for a period of time to answer telephone calls and write or use a keyboard to communicate through email. Occasional travel to other Altorfer locations may be required. The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.