Job Description

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Position Summary

The Service Advisor acts as the key liaison between customers and the shop, ensuring that every repair or maintenance experience is handled professionally, efficiently, and transparently. This role requires excellent communication, organization, and sales skills to translate customer concerns into accurate repair orders, coordinate with technicians and parts staff, and deliver timely, high-quality service outcomes.


The ideal candidate understands heavy-duty truck systems, enjoys building relationships with fleet customers and owner-operators, and thrives in a fast-paced, team-driven environment.


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Key Responsibilities

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Customer Service & Communication

Greet and assist customers in person and over the phone in a professional and courteous manner. Listen to customer concerns, ask diagnostic questions, and accurately document issues on service orders. Provide clear repair estimates, obtain approvals, and communicate status updates throughout the repair process. Follow up after service to ensure satisfaction and identify future maintenance needs.
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Service Order Management

Open, manage, and close repair orders in the shop management system (Fullbay or equivalent). Ensure all complaints, causes, and corrections are clearly documented. Coordinate technician assignments with the foreman or service manager based on workload and skill level. Review completed work for accuracy and completeness before invoicing.
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Sales & Profitability

Present recommended maintenance and repair options with confidence and transparency. Promote additional services that enhance customer safety, performance, and uptime. Ensure accurate parts and labor pricing on every estimate and final invoice. Track daily labor and parts sales to meet department KPIs for revenue, efficiency, and productivity.
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Team Coordination

Communicate effectively with technicians, parts department, and management to ensure seamless workflow. Participate in daily production meetings to review job statuses, bottlenecks, and customer priorities. Collaborate with the Service Manager to maintain target shop efficiency and invoicing goals.
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Administrative & Compliance

Process warranty claims, fleet billing, and purchase orders as needed. Maintain accurate customer records, notes, and history. Follow company policies for documentation, timekeeping, and data accuracy. Ensure adherence to DOT, OSHA, and environmental regulations during service operations.


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Key Performance Indicators (KPIs)

Customer Satisfaction Rating: 95%+ positive feedback Estimate-to-Approval Ratio: 85%+ approved jobs Average RO (Repair Order) Accuracy: 100% compliant with "Complaint-Cause-Correction" Daily Invoiced Hours: Minimum of 8 billed hours per technician supported Shop Efficiency: 130%+ Response Time: All customer inquiries returned within 2 business hours


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Skills & Qualifications

Proven experience as a Service Advisor, Service Writer, or equivalent in a heavy-duty or automotive repair environment. Strong understanding of diesel engines, drivetrains, brakes, and electrical systems. Excellent verbal and written communication skills. Strong customer service orientation and problem-solving skills. Proficient with repair management software (e.g., Fullbay, Mitchell, TruckSeries) and Microsoft Office Suite. Ability to multitask in a high-volume environment with strong attention to detail.


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Education & Experience

High school diploma or equivalent (required). Technical training or ASE certifications (preferred). Minimum of 2 years in a heavy-duty service writing or shop coordination role.


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Compensation & Benefits

Pay Structure: Base hourly or salary + monthly performance bonus Benefits: Health, dental, vision, paid time off, and 401(k) Hours: Full-time, Monday-Friday, with rotating Saturday availability Reports To: Service Manager / Operations Manager


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Core Values

Integrity: Do the right thing--every time. Teamwork: Support each other to succeed together. Ownership: Treat every repair as if it were your own. Excellence: Strive for accuracy, quality, and communication in every step.


Customer Commitment: Keep America moving--one truck at a time.