Service Advisor

Siddons-Martin Emergency Group Benefits
Employee-owned company!
Monday-Friday schedule

• Medical (PPO & HDHP options), Company
• HSA match, Dental, Vision, Short-Term
• Disability, Accident and Hospital Indemnity
• Insurance, Telehealth, Voluntary Life
• Insurance, Voluntary Critical Illness
• 401K with Employer Match
• Employee Stock Ownership Program
• Paid Holidays and Paid Time Off
• 4 Weeks Paid Parental Leave
• Paid Training & Safety Equipment

• Basic Life & AD&D, Critical Illness
• Insurance, Long-Term Disability
• Employee Assistance Program
• Verizon Wireless Company Discount (eligibility requirements)

The purpose of the Service Advisor is to act as the primary representative and link between customers and the service department. This role focuses on providing excellent customer service, coordinating repair or maintenance work, and ensuring customer satisfaction.

Unless otherwise specified, the Service Advisor is responsible for participating in daily internal service-related interactions. The responsibility includes, but is not limited to, a dedication to the company’s mission statement, to company profitability and 100% customer satisfaction.

• Greet customers and determine their needs or concerns.
• Listen carefully, document symptoms or issues, and translate them into clear work orders for shop foreman and technicians.
• Communicate clearly with shop leadership to ensure customer concerns are understood.
• Create and manage work orders in the system.
• Track job progress and update customers as required.
• Prepare repair / sales cost estimates.
• Explain recommended services, repair estimates, and timelines to customers.
• Obtain customer approval for work prior to proceeding.
• Finalize work orders, create invoices and explain repairs to customers upon pickup.
• Participate in morning meetings to plan the day.
• Record customer interactions in CRM.
• Support warranty claims and parts returns when necessary.
• Conduct customer follow-ups to ensure satisfaction after service.
• Always maintain a neat and professional personal appearance and workspace.
• Abide by all company policies, procedures and processes.
• Maintain a professional and successful working relationship with Pierce Manufacturing personnel.
• Follow all policies and procedures as defined in the Pierce Manufacturing operations manual.
• Work with and maintain a productive and professional relationship with all segments of the company.
• Other tasks as assigned by the Service Manager.

This role has no supervisory responsibilities. In the absence of the Service Manager, the Service Manager may assign tasks based on the needs of the service center.

• Excellent communication and interpersonal skills.
• Strong organizational and multitasking abilities.
• Must be able to work in a fast-paced environment, meeting deadlines and adjusting to changing priorities.
• Must be able to clearly demonstrate the ability to reach performance goals set by the Service Manager and company.
• Experience with in the automotive, heavy truck or emergency vehicle service industry is preferred.
• Dedication to excellent customer service and overall company success.
• Ability to engage in and maintain both clear, positive and professional relationships with fellow employees, vendors and customers.
• Computer skills:
  Must be proficient with Microsoft Outlook Email, Microsoft Word & Excel programs, as well with any other company provided software.

• High school diploma or equivalent
• 3 to 5 Plus years with experience in an automotive service-related industry preferred
• Knowledge of repair principles and procedures in all areas of the Heavy Truck Repair Industry.
• Experience in communicating required and/or recommended…