Position Summary
Red Pine Equipment is seeking an organized, dependable, and customer-focused Heavy-Duty Maintenance Service Advisor to join our maintenance team.
This position serves as the main point of contact between customers, mechanics, vendors, and shop management. The Service Advisor is responsible for scheduling repairs, opening and maintaining repair orders, communicating repair needs and timelines, preparing invoices, collecting payments, and helping ensure that work moves efficiently through the shop.
The ideal candidate will have strong communication and organizational skills, basic knowledge of heavy-duty trucks and equipment, and the ability to manage several priorities in a fast-paced maintenance environment.
Essential Duties and Responsibilities
- Answer incoming phone calls and assist customers with service-related questions.
- Schedule customer appointments and coordinate emergency or unscheduled repairs.
- Greet customers and gather accurate information regarding equipment concerns and requested services.
- Create, update, and close repair orders.
- Enter customer, vehicle, labor, parts, and repair information into the shop management system.
- Review repair requests with mechanics and the Shop Manager.
- Assign or help coordinate work based on technician availability, repair priority, and parts availability.
- Communicate repair findings, cost estimates, recommended services, and completion timelines to customers.
- Obtain customer approval before additional repairs are completed.
- Provide customers with updates regarding repair status, delays, parts availability, or changes in cost.
- Prepare accurate invoices and supporting repair documentation.
- Collect payments and properly record cash, check, credit card, or account transactions.
- Send invoices and required documentation to customers or company accounting personnel.
- Maintain organized customer, equipment, warranty, inspection, and repair records.
- Assist with warranty claims, parts returns, vendor communication, and outside repair documentation.
- Help track preventive maintenance services, annual inspections, recalls, and recommended follow-up repairs.
- Coordinate with the Parts Department or vendors to confirm parts pricing and availability.
- Review completed repair orders for accuracy before vehicles are released.
- Contact customers when repairs are completed and arrange vehicle pickup.
- Follow up with customers when necessary to ensure satisfaction and address unresolved concerns.
- Assist with shop reporting, work-in-progress lists, technician productivity information, and outstanding invoice tracking.
- Maintain a professional, clean, and organized service counter and office area.
- Protect confidential customer, employee, and company information.
- Follow all company safety, payment, documentation, and customer-service procedures.
- Perform other administrative or shop-support duties assigned by the Shop Manager.
Required Qualifications
- High school diploma or equivalent.
- Previous experience in customer service, dispatching, automotive service, fleet maintenance, trucking, or a repair facility is preferred.
- General understanding of heavy-duty trucks, trailers, preventive maintenance, and repair terminology is preferred.
- Strong written and verbal communication skills.
- Strong organizational, scheduling, and time-management skills.
- Ability to remain professional when handling customer concerns or changing repair priorities.
- Comfortable using computers, email, electronic repair-order systems, and standard office software.
- Ability to accurately enter information, calculate charges, and review invoices.
- Ability to work independently while maintaining regular communication with mechanics and management.
- Valid driver’s license and acceptable driving record may be required.
Preferred Qualifications
- Previous experience as a service advisor, shop coordinator, maintenance clerk, or fleet service writer.
- Experience with heavy-duty trucks, commercial trailers, diesel repair, or transportation equipment.
- Familiarity with labor guides, parts ordering, warranties, preventive maintenance schedules, and DOT inspection requirements.
- Experience processing customer payments and commercial account billing.
Skills and Abilities
- Customer service and conflict-resolution skills.
- Attention to detail and accuracy.
- Ability to prioritize repairs and customer requests.
- Ability to communicate technical information in a clear and understandable manner.
- Ability to work effectively with customers, technicians, vendors, drivers, and management.
- Dependable attendance and professional conduct.
Physical and Work Environment Requirements
This position is primarily performed in an office and service-counter environment located within an active heavy-duty repair shop. The employee may occasionally be exposed to noise, vehicle exhaust, grease, dirt, moving equipment, weather conditions, and changing temperatures.
The employee must be able to:
- Sit, stand, and walk for extended periods.
- Frequently use a computer, telephone, and office equipment.
- Occasionally enter the shop or yard to inspect equipment or communicate with technicians.
- Safely follow all shop personal protective equipment and traffic-control requirements.
Why Join A.M. Express/Red Pine Equipment?
A.M. Express & Red Pine Equipment is a locally operated transportation company that values safety, teamwork, dependable service, and quality workmanship. The Red Pines Equipment supports company equipment while also providing professional heavy-duty repair services to customers.
Compensation: Based on experience and qualifications
Schedule: Monday-Friday
Benefits: Available in accordance with company eligibility requirements
A.M. Express, Inc/Red Pine Equipment is an equal opportunity employer.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
