Service Advisor- Non Technical

4 months ago


Edmonton, Canada Rocky Mountain Equipment Full time

**JOB TITLE**: Service Advisor - Non-Technical
- **POSITION TYPE**: Permanent - Full time

**BRANCH**: Edmonton, AB

**REPORTING TO**: Service Sales Manager

The Canadian agriculture industry is growing, and you could be part of the momentum with Rocky Mountain Equipment (RME). The largest independent dealer of Case IH and Case Construction equipment in Canada, RME consists of 43 construction and agricultural equipment branches across Alberta, Saskatchewan and Manitoba. Our commitment of doing Right by You empowers us to provide a consistent, reliable and safe experience to all our customers and build long-lasting relationships with the greater community.

The Service Advisor is the liaison between customers in need of repairs and the Service Department. They schedule maintenance and handle the appropriate paperwork. They are also the point person for Customer complaints, inquiries and discussing estimates.

**Job Duties and Responsibilities Include**:

- Work with customer to formulate the best service plan for their budget and need
- Primary customer contact for service process: initial customer contact and discussion of complaint, schedule and prioritize work, provide estimates including final quote, customer updates and any additional communications
- Collaborates with foreman, lead hand, technician and Service Manager to identify upsell opportunities including but not limited to additional machine issues and preventative maintenance opportunities
- Collaborates with foreman, lead hand, technician and Service Manager to determine root cause and payer as soon as reasonably possible in the process
- Collaborates with Warranty team to ensure clarity on warranty claims prior to completion of work
- Collaborates with internal customers to ensure timely completion of requested service work, PDI’s, etc.
- Uses CDK to maintain electronic and/or paper records of completed service work.
- Provides billing statements and explains billing details with customers.
- Collaborate with technicians to ensure WO accuracy
- Collaborate with Service Writers to administer the close out of the work order including, customer, signature authorizing service work
- CDK: look up equipment profiles, check traffic history, look up previous repairs, call logging, check on status of customer account and WIP
- Collaborate with foreman and Service Writers to ensure all charges such as sublets are included in the WO with appropriate markup
- Manage WIP daily, weekly, monthly under direction of the Service Managers
- Adhere to all Occupational Health and Safety standards as the company is committed to the protection and wellness of its employees

**Job Requirements and Qualifications Include**:

- CDK is necessity
- Certified Journeyperson qualification - Agriculture Equipment Technician or Heavy Equipment Technician or significant relevant experience
- Agriculture/Construction Industry knowledge
- Case Product line expertise a necessity
- Significant relevant Service Advisor experience may be considered
- English
- Proficient written and verbal skills and interpersonal skills
- Microsoft Office Suite
- Demonstrates detailed knowledge of the AG/CE industries.
- Possesses working knowledge of the makeups, frequent problems, and necessary maintenance for a variety of equipment.
- Exhibits strong customer service skills.
- Demonstrates solid organizational abilities.
- Possesses knowledge of proper safety precautions in the service area.
- Demonstrates strong leadership skills.
- Is able to read and interpret work orders and billing statements.
- Demonstrates ability to translate Ag/CE Equipment jargon into layman’s terms for customer benefit.
- Pays close attention to detail.
- Maintains calm and patient demeanor with frustrated or confused customers.
- Works well within a team


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