Service Advisor

2 months ago

Surrey, Canada Williams Machinery Full time

Williams Machinery has been selling, renting, and fixing equipment for over 100 years. We also train people in all corners of British Columbia on how to operate machinery safely and effectively. From forklifts to skid steers, excavators, loaders and dump trucks, Williams Machinery services industries such as warehousing, milling, construction, forestry, recycling and more with their equipment needs. Join our award-winning company and experience working at a Platinum Certified Canada’s Best Managed Company, and one of BC’s Top Employers.

As a Service Advisor you will work closely with service technicians and customers to ensure accurate and timely completion of scheduling, work orders, invoices and customer follow up. The Advisor will be responsible to collect and update all customer information, write up customer requested repairs and maintenance, monitor repairs, sell additional needed service to customers and communicate with our customers throughout the entire service repair process, including scheduling of service work in the service department when required.

**Key Responsibilities**:

- Assist in coordinating road and/or shop technicians, as assigned.
- Create work orders and complete quotes for required service needs.
- Effectively communicate with customers throughout the entire process, to ensure high levels of customer satisfaction.
- Determining parts availability and scheduling future appointments.
- Reviewing the repair order and service performed with the customer after the service is completed.
- Complete repair estimates and follow up with customer for approval to proceed with work.
- Ensure work orders are closed and invoiced within 48 hours of job completion.
- Assign work to the right technician and follow up to ensure job will be completed on time, as required.
- Data entry of technician times, comments and job codes.
- Schedule jobs and organize technician workload, using GPS to maximize productivity, when required.
- Planned Maintenance Agreement management, including routine reporting and scheduling (PM’s);
- Coordinate parts for shop and/or field jobs, as required.
- Assist in coordinating shop and/or road technicians, as assigned.
- Complete warranty documentation and submission as required, in an accurate and timely manner, ensuring good communication with the manufacturers to maximize recoveries.
- Arrange freight for pick up and deliver of service work as required.
- Employ workplace health and safety practices at all times.
- Other responsibilities as assigned.

**Knowledge, Skills and Abilities**:

- Able to build relationships with customers and teammates in a positive and professional manner.
- Able to translate clients' needs to the technicians or willingness to learn.
- Able to assess client needs and sell recommended service.
- Willing to have quality communication with technicians and management.
- Excellent attention to detail and a positive attitude, with good interpersonal skills.
- Sense of humor and the ability to handle stressful situations.
- Willing to learn and willingness to be coached.
- Excellent problem-solving skills.
- Self-motivated, organized and able to multitask.
- Able to learn and utilize operating data base.

**Training, Education and Experience**:

- 2-4 years’ experience scheduling service work.
- High School Diploma.

**Compensation Package**:

- Salary between $60,000-$70,000 depending on skills and qualifications.
- Paid vacation.
- Medical and dental benefits.
- RRSP matching plan.

**Values**:

- ** Build trust** - with customers and each other.
- ** Be a team player **- commit to working together to win.
- ** Be customer-focused** - “wow” customers so they become raving fans.
- ** Support community **- care for our people, our community and our planet.
- ** Deliver results **- know what you need to do and get it done.

**Working conditions**: The Service Advisor is based out of the Surrey office and works 40 hours on average per week Monday to Friday.


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