Service Advisor

6 months ago

Surrey, Canada Williams Machinery Full time

Williams Machinery, as part of Wesgroup Equipment, is a **Gold Certified** Canada's Best Managed Company, and one of **BC's Top Employers**. Since 1906 we have been selling, renting, and servicing heavy duty equipment. We service industries such as warehousing, milling, construction, forestry, recycling, and much more.

We are currently looking for a **Service Advisor** to join our Service Team in Surrey. Reporting to the Service Manager, the Advisor will be working closely with service technicians and customers to ensure accurate and timely completion of work orders and dispatching. If you have experience with aerial and heavy equipment, are passionate about customer satisfaction, and enjoy working in a fast paced environment, we'd like to hear from you

**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.

**Required Knowledge, Skills & Abilities**:

- Understanding of equipment / automotive repairs (will be consider an asset).
- Ability to read schematics and embrace continued learning.
- Able to translate clients needs to the technicians or willingness to learn.
- Able to assess client needs and sell recommended service.
- Able to build relationships with customers and teammates in a positive and professional manner.
- Willing to have quality communication with technicians and management.
- Excellent attention to detail and a positive attitude, with good interpersonal skills.
- Ability to handle stressful situations.
- Willing to learn and willingness to be coached.
- Excellent problem solving skills.
- Self-motivated, organized and able to multi task.
- Able to learn and utilize operating data base.

**Experience & Education**:

- 4 years' experience scheduling service work.
- High School diploma

**Who We Are**: Our people are at the core of what we do. We take the time to hire the right people who share our 5 core values, train them, coach them, and reward them for their successes.
- Build Trust - Build trust with others 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 the planet.
- Deliver Results - Know what you need to do and get it done.

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