Lead Service Advisor

INTERNAL JOB POSTING

Job Title:
Lead Service Advisor

Location:
Aurora, CO

Employment Type:

Full-Time
Department:
Service

Reports to:

Service Manager

Our Service Department is growing, and we need a seasoned professional to step into the role of Lead Service Advisor. In this position, you’ll play a critical role in ensuring smooth operations and strong collaboration across the team. You’ll be leading our support staff to maximize customer satisfaction, workflow, and ROI—setting up the team for success daily. This is your opportunity to work closely with the Service Manager to streamline processes and make a direct impact on the Service Department.

• Team Leadership
  :
  Act as the first point of escalation for complex customer issues and provide mentorship to Service Advisors.
• Workflow Optimization
  :
  Coordinate with advisors to prioritize workload, ticket closure, and manage the shop schedule for maximum efficiency. Work with the foreman to help prioritize workload.
• Customer Advocacy
  :
  Manage key fleet accounts, providing detailed repair status and estimates.
• Warranty Advocacy
  :
  Ensure all repair orders meet warranty standards and company policy, working with advisors for warranty claim submission accuracy to ensure maximum recovery, and ensure warranty tickets are ready to file.
• Warranty Filing
  :
  Assist the Service Manager in filing warranty claims. Mastery of all warranty submissions for all products serviced, OEM and direct claims.
• Warranty Administration Liaison
  :
  Act as the first point of escalation for gathering/delegating information needed by warranty administration (e.g., narratives, SRTs, documentation).
• Performance Tracking and Execution
  :
  Assist the Service Manager in executing KPIs such as Effective Labor Rate (ELR), gross profit (customer, warranty, internal), hours per RO, daily ticket closure count, meeting daily sales goals, and repair order dwell time.
• Reporting
  :
  Collaborate and assist the Service Manager in tracking CI sold, alignments, monthly menu specials, and customer retention via revenue YOY.
• Role Reversal
  :
  Assume responsibilities of team members who are absent and/or on vacation.
• Department Development
  :
  Assist the Service Manager in SOP updates and creation.
• Team Meetings
  :
  Assist the Service Manager in weekly meeting topics and address concerns.

• Experience
  :
  Minimum 5 years of experience as a Service Advisor and/or fleet breakdown, specifically within the heavy-duty or commercial truck industry.
• Technical Knowledge
  :
  Deep understanding of diesel engines, aftertreatment systems, preventative maintenance schedules, and DOT regulations.
• Software Proficiency
  :
  Mastery of Procede, Microsoft Office 365 (Word, Excel, PowerPoint, SharePoint, Copilot). Proprietary Brand interface
• Work Order/Estimate Proficiency
  :
  Mastery of SRT guides for our primary brands:
  International and Cummins, as well as SRT guides for All Makes.
• Communication
  :
  Proven ability to translate complex mechanical issues into clear, actionable business terms for customers, with clear and concise explanations for concerns and cost when escalation is necessary.
• Warranty
  :
  Mastery of warranty identification and warranty policy per brand warranty operations manual.

• Competitive salary plus performance-based incentives.
• Health, dental, and vision insurance.
• 401(k) with company match.
• Paid time off and holidays.
• Ongoing training and career development opportunities.