Service Advisor II

Primary Function 
The Service Advisor II is a service professional responsible for coordinating service operations, supporting customers, managing quoting and parts activities, and ensuring efficient execution of repair and maintenance work. The role serves as a technical and operational resource, provides workflow coordination, and supports process improvements that enhance customer satisfaction, operational efficiency, and business performance. 

Essential Duties 

Manage Service Operations and Customer Support 

• Coordinate customer requests for machine and component repair, fabrication, rebuild, and field service support  
• Advise customers on hydraulic repair solutions, component failures, lead times, and service recommendations  
• Monitor repair progress and communicate status updates, approvals, delays, and additional repair needs to customers  
• Open, manage, and close service work orders in accordance with company processes  
• Collect customer information, update account records, and support invoicing and payment collection activities  
• Maintain effective communication with internal departments using service management systems, job status boards, and electronic communication tools  

Provide Technical and Component Support 

• Evaluate components for repair, rebuild, fabrication, or replacement requirements  
• Measure components and materials using precision measuring tools including micrometers, dial indicators, and hardness gauges  
• Provide technical guidance to technicians regarding repair methods, fabrication requirements, and component specifications  
• Support warranty administration, CAT Goodwill claims, and technical documentation requirements  

Manage Parts Sourcing, Inventory, and Quoting 

• Prepare accurate quotes for CAT and non-CAT repairs, fabrication work, and replacement components  
• Source parts and materials through CAT systems and external vendors based on pricing, availability, and lead time requirements  
• Manage cylinder exchange inventory including tracking, sourcing, quoting, and invoicing activities  
• Maintain inventory records, vendor information, and part number accuracy within company systems  
• Review repair scope changes and obtain customer authorization for additional work as required  

Coordinate Shop Workflow and Team Support 

• Distribute workload among advisor team members to support shop productivity and customer commitments  
• Assign technician work in the absence of management or squad leadership when necessary  
• Mentor and train advisor team members on systems, workflow processes, and service procedures  
• Support department coordination efforts to improve operational efficiency, turnaround time, and customer satisfaction  
• Identify and communicate operational concerns that may impact workflow, production, or customer commitments  

Maintain Compliance, Safety, and Professional Standards 

• Maintain accurate service records, warranty documentation, and operational reporting  
• Comply with company policies, safety requirements, and customer confidentiality standards  
• Participate in technical and operational training related to machine systems, service processes, and product support programs  
• Maintain professional conduct and support a safe work environment for employees and customers  

Minimum Requirements 

Education 

High School diploma; Associate’s degree preferred. 

Work Experience 

• 2-4+ years' experience in a similar technical/advisor related position. 
• Internal candidates must be a Master Tech level or 2+ years' experience as Service Advisor I. 

Physical 

• Must be able to work for long periods while seated.  

Other 

• Must have the ability to clearly communicate with internal/external customers on the phone or in person. 
• Outstanding customer relations and pleasant personality is a must. 
• Must be PC literate with advanced skills in Microsoft applications, as well as data base management. 

This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval. 

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.