Position Summary

The Service Advisor serves as the primary connection between Eau Claire Truck & Trailer customers and the service time, with a strong emphasis on communication, organization, work-order accuracy, and creating a positive customer experience. This posiiton helps customers identify repair and maintenance needs, coordinates those needs with technicians and parts personnel, maintains accurate work orders, communicates repair status, and helps ensure completed work is reviewed, billed, and closed promptly.

Key Responsibilities

Customer service and communication

• Anwer incoming service calls and assist customers with truck and trailer repair needs.
• Ask appropriate questions to understand and document customer concerns, symptoms, and requested repairs.
• Help customers troubleshoot basic issues and determine appropriate next steps.
• Schedule and coordinate repair work based on customer needs, technician availability, and shop capacity.
• Provide customers with timely and professional updates regarding repair status, estimates, approvals, parts delays, and anticipated completion.
• Obtain Customer authorization for repairs and additional work when required.
• Build strong relationships with fleet customers, owner-operators, vendors, and other customers.
• Respond professionally to customer questions and concerns and escalate issues to the Operations Manager when appropriate.

Work Order Management

• Create accurate and complete work orders in Shopmonkey.

• Clearly document customer concerns and requested repairs to technicians understand the work to be performed.

• Work closely with technicians to update work orders as inspections, diagnostics, and repairs are completed.

• Ensure technician notes, labor, parts, outside services, shop supplies, approvals, and other applicable charges are properly documented.

• Review open work orders regularly and follow-up on incomplete or missing information.

• Help ensure work orders accurately reflect the work performed before they are invoiced.

• Maintain accurate customer, vehicle, and equipment information within Shopmonkey.

Repair Coordination & Billing Support

• Serve as the communicaiton link between customers and technicians throughout the repair process.

• Coordinate with technicians and parts personnel to help keep jobs moving through the shop.

• Assist in prioritizing work based on customer needs, safety concerns, vehicle downtime, parts availability, and direction from the Operations Manager.

• Identify potential delays or issues and communicate them promptly.

• Help coordinate outside services, vendor repairs, or other resources when necessary.

• Monitor open repair orders and help ensure completed vehicles are communicated to customers promptly.

• Review completed work orders for accuracy and completness and help ensure completed repair orders are ready for invoicing in a timely manner.

• Work with technicians and the Operations Manager to resolve missing labor entries, technician notes, parts, approvals, or other documentation.

• Help prevent completed work orders from remaining unnecessarily open or unbilled.

• Assist with invoice questions and corrections as needed and maintain organized service records.

Teamwork & Continuous Improvement

• Develope strong working relationships with technicians, parts personnel, the Operations Manager, and other team members.

• Participate in daily shop communication and help identify workload, scheduling, customer, documentation, and billing concerns.

• Follow established service and work-order processes while identifying opportunities to improve customer communication, shop workflow, documentation accuracy, and billing efficiency.

• Support consistent use of Shopmonkey and other company systems for work orders, customer information, repair status, parts, approvals, and reporting.

• Assist with implementation of new procedures, processes, and technology.

• Maintain a clean, professional, organized service and customer area.

Qualifications

• Previous customer service, service advising, service writing, automotive, truck/trailer repair, fleet maintenance, or related experience preferred.

• General mechanical knowledge of trucks, trailers, automotive equipment, or repair processes is strongly preferred.

• Ability to communicate effectively with both customers and technicians.

• Strong organizational skills with the ability to manage multiple active repair orders and priorities.

• Comfortable asking questions and gathering information to help identify customer repair needs.

• Strong attention to detail, particularly with work orders, documentation, approvals, and billing.

• Basic computer skills and ability to learn Shopmonkey and other company systems.

• Ability to remain professional and organized in a fast-paced repair environment.

• Strong sense or urgency, ownership, follow-through, and customer service.

Core Values

The Service Advisor is expected to demonstrate and reinforce Midwest Star Group's core values:

Compassion: Treat customers and coworkers with respect and understand the impact vehicle downtime can have on their business and livelihood.

Character: Do the right thing and represent Eau Claire Truck & Trailer professionally, even when situations are difficult.

Integrity: Communicate honestly, document work accurately, and ensure customers are billed fairly for the work performed.

Community: Work as part of the team and contribute to an environment where customers and employees want to return.