Service Advisor Supervisor

Job Posted: October 26th, 2021

Location: Mesa, Arizona, US

Requisition #: 20701 

Shift : 1 

Start Time :  8:00am 

End Time :  5:00pm 

Schedule Days : Monday - Friday 

Position Status: Full Time (40 hrs week) 

Job Summary:

Collaborate with Parts, Service & Sales teams to develop client service repair options to ensure client loyalty, revenues, and net profits. Supervise a group of Service Advisors ensuring clients have a single point of contact for the assigned client base. Lead and respond to assigned Service Advisors’ clients needs and service requests.  Utilize technical and system knowledge and product/services expertise to effectively coach and mentor assigned Service Advisors to understand client requirements and provide best in class problem resolution.  Maintain client satisfaction to a level that exceeds expectations and increases market share by providing cost saving solutions to Empire’s clients. 

Essential Functions:

  1. Supervise a designated group of Service Advisors and Service Planners ensuring a single point of contact for assigned client bases.  
  2. Provide back up coverage for Service Advisors and respond to all of client’s needs, and service requests.  Direct the additional services or resources follow up. 
  3. Lead and coach Service Advisor team utilizing technical and system knowledge and product/services expertise to understand client needs and provide best in class problem resolution and prioritization.   
  4. Develop and train assigned personnel.
  5. Assist clients with questions regarding company services including but not limited to: warranty options and coverage, parts returns, credit and finance, rentals, shop and field machining, Transport, Used Parts, Fluids Lab, Hydraulic parts and service, and EPS (Empire Power Systems) product support capabilities.  
  6. Identify and present other service offerings to the client to optimize the level of service and to lower client’s overall maintenance costs. 
  7. Influence the established clients’ sales and profit goals and client satisfaction goals while adding value to the client repair.
  8. Supervise and direct service requests to appropriate Service Planners and Leadpersons.  Ensure their understanding of the specific request.  Ensure the client receives higly organized, effective, and efficient communication on request. 
  9. Partner with Service Planners, Leadpersons and Service Managers to ensure work assignments are carried out on schedule and within acceptable time frame.  Proactively keep current on the status of assigned jobs in progress.
  10. Manage communication to ensure the client and service departments fully understand the scope of work that will be performed. 
  11. Effectively manage and coach Client Support experience with Service Advisors team through ongoing one on one follow ups and communication to promote and ensure credibility that maintains a high level of client satisfaction.   
  12. Ensure that the Client Support function is covered at all times.  Monitor and respond to all assigned calls, emails, texts in a timely manner.   
  13. Work safely at all times.  Adhere to all applicable safety policies.  Comply with all company policies, procedures, and standards.

Additional Responsibilities:

  1. Respond to service requests in a professional manner at all times whether in office, on call or at home.  Listen carefully, speak and act courteously while showing genuine concern for the client’s issue. 
  2. Review pro-formas prior to submitting to client to ensure expectations are met and client approval is obtained in timely manner. Follow up with client on the invoicing and status of repair.
  3. Review client repair history to identify repair options, obtain technical information through current systems, and prepare the call in. Partner with shop planners, leads, and/or managers to negotiate settlements, discuss and resolve discrepancies, and balance client and Empire’s interests at all times.
  4. Cooperate well with personnel in other work centers and departments and maintain good employee relations. 
  5. Actively participate in scheduled Product Support Sales Meetings. 
  6. Provide feedback internally to drive change sufficiently to meet market demands and provide viable client solutions. 
  7. Provide feedback on competitive information to assure Empire has the advantage. 
  8. Assist Product Support Management with identifying and communicating work force needs to the appropriate Service/Sales Manager.  Assist in parts and service process development as needed.          
  9. Lead and educate Service Advisors in systems, processes and tools as directed by the Service Advisor Manager.          
  10. Provide back-up coverage for Service Advisor team, learning other client’s preferred communication and business needs to maintain the value of Empire service and not disrupt client experience.
  11. Perform other duties as assigned. 
  12. Work within and promote corporate values.

Additional Level Requirements

Knowledge Skills and Abilities:

1.    Must have interpersonal, management, organization and planning skills sufficient to professionally assist customers, direct people and maintain acceptable levels of productivity.
2.    Ability to influence and motivate others.
3.    Previous knowledge of repairing, reconditioning and operating Caterpillar Equipment/truck engines preferred.
4.    Strong knowledge of CAT products sold and serviced.
5.    Strong knowledge of Caterpillar and Empire warranty policies, procedures, and philosophies.
6.    Ability to lead special projects and additional research to improve internal processes.
7.    Must be able to technically assist and understand client needs and provide problem resolution. 
8.    Must be able and willing to accept, communicate and enforce company policies, procedures and regulations.
9.    Must be able to utilize computer based service and work order management systems.
10.    Must have planning and organization skills sufficient to accurately track various services requests and provide instructions to numerous service people simultaneously.
11.    Must possess assigned sales market knowledge and marketing experience relative to the Service industry. 
12.    Must have sales skills to effectively help the client to overcome objections and close the sale.
13.    Must be a motivated self-starter.
14.    Must have sufficient knowledge to understand client opportunities and to express those opportunities to the appropriate area within Empire. 
15.    Must have sufficient knowledge to effectively utilize Internet, e-mail, spreadsheets, word processing programs and database management with preference for Microsoft Office Products.
16.    Ability to maintain consistent attendance to meet all company standards and requirements.  
 

Education and Experience:

1.    College degree preferred.
2.    Minimum of 5 years of experience in a service advisor, client support, or related technical field.
3.    Previous experience utilizing a computer-oriented management system similar to Empire.
4.    Previous general experience in a Caterpillar Dealer Service Department preferred.
5.    Valid driver’s license.
6.    Must be able to communicate (speak, read , comprehend, write) in English.      
 

Physical Demands:

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.    While performing the duties of this job, the employee is regularly required to talk and hear.
2.    The employee frequently is required to sit and use hands. 
3.    The employee is occasionally required to stand, walk bend, climb, crawl, squat/kneel, reach, and smell.
4.    The employee is occasionally required to lift and/or move up to 10 pounds.
5.    Specific vision abilities required by this job include close vision, distance vision, perpheral vision, depth perception and ability to adjust focus.
6.    The employee will be required to drive.
7.    This position is designated as a "Safety-Sensitive Position".   A Safety-Sensitive Position includes tasks or duties that EMPIRE in good faith believes could affect the safety or health of the employee performing the task or others.  
 

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.    While performing the duties of this job, the employee is regularly exposed to indoor controlled environment, outdoor weather, moving mechanical parts, wet humid conditions, toxic and/or caustic chemicals, and vibration.
2.    The employee is occasionally exposed to extreme cold, and extreme heat.
3.    The noise level in the work environment is usually office moderate.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.  The roles and objectives of this job do not include setting corporate policy and does not constitute a managing agent of the company.

 

Empire is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 480-633-5440 and let us know the nature of your request and your contact information.

 

Empire Southwest is an EEO/Affirmative Action Employer

Safety - Respect - Integrity - Teamwork - Excellence - Stewardship - Astonishment

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