Primary Function
The Service Advisor I is a service professional responsible for coordinating service operations, supporting customers, managing quoting and parts activities, and ensuring efficient execution of repair and maintenance work. The role serves as a technical and operational resource, provides workflow coordination, and supports process improvements that enhance customer satisfaction, operational efficiency, and business performance
Manage Service Operations and Customer Support
Coordinate customer requests for machine and component repair, fabrication, rebuild, and field service support
Advise customers on hydraulic repair solutions, component failures, lead times, and service recommendations
Monitor repair progress and communicate status updates, approvals, delays, and additional repair needs to customers
Open, manage, and close service work orders in accordance with company processes
Collect customer information, update account records, and support invoicing and payment collection activities
Maintain effective communication with internal departments using service management systems, job status boards, and electronic communication tools
Provide Technical and Component Support
Evaluate components for repair, rebuild, fabrication, or replacement requirements
Measure components and materials using precision measuring tools including micrometers, dial indicators, and hardness gauges
Provide technical guidance to technicians regarding repair methods, fabrication requirements, and component specifications
Support warranty administration, CAT Goodwill claims, and technical documentation requirements
Manage Parts Sourcing, Inventory, and Quoting
Prepare accurate quotes for CAT and non-CAT repairs, fabrication work, and replacement components
Source parts and materials through CAT systems and external vendors based on pricing, availability, and lead time requirements
Manage cylinder exchange inventory including tracking, sourcing, quoting, and invoicing activities
Maintain inventory records, vendor information, and part number accuracy within company systems
Review repair scope changes and obtain customer authorization for additional work as required
Coordinate Shop Workflow and Team Support
Distribute workload among advisor team members to support shop productivity and customer commitments
Assign technician work in the absence of management or squad leadership when necessary
Mentor and train advisor team members on systems, workflow processes, and service procedures
Support department coordination efforts to improve operational efficiency, turnaround time, and customer satisfaction
Identify and communicate operational concerns that may impact workflow, production, or customer commitments
Maintain Compliance, Safety, and Professional Standards
Maintain accurate service records, warranty documentation, and operational reporting
Comply with company policies, safety requirements, and customer confidentiality standards
Participate in technical and operational training related to machine systems, service processes, and product support programs
Maintain professional conduct and support a safe work environment for employees and customers
Team Lead Responsibility
Serve as a team lead for the Sales Administration group by providing daily guidance, support, and training to Sales Administrators and Coordinators.
Assist in coordinating workflow and prioritizing tasks to ensure timely and accurate processing of equipment sales transactions and invoicing.
Act as a subject matter resource for sales administration processes, systems, and procedures, helping resolve transactional issues and escalations.
Promote collaboration and communication between Sales Administration, Accounting, Finance, Sales Representatives, and Sales Managers to support operational efficiency.
Support continuous improvement initiatives by identifying process enhancements and helping implement best practices within the sales administration team.
High School diploma; Associate degree preferred.
Work Experience
2-4+ years' experience in a similar technical/advisor related position.
Physical
Must be able to work for long periods while seated.
Other
Must have the ability to clearly communicate with internal/external customers on the phone or in person.
Outstanding customer relations and pleasant personality is a must.
Must be PC literate with advanced skills in Microsoft applications, as well as data base management.
Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
Gregory Poole Equipment Company was founded by James Gregory Poole, Sr., and his uncle, William Lewis Gregory on April 1, 1951. With headquarters in Raleigh, North Carolina, Gregory Poole became the Cat construction equipment dealer for eastern North Carolina. Poole and his family obtained W.L. Gregory's shares in Gregory Poole Equipment Company and became the sole owners in 1961. Since that time the company has expanded its operations to 25 locations providing sales, rental, parts and service for construction, forestry, ag, lift systems, marine power, power generation equipment, trucks, buses and RVs in eastern North Carolina, as well as lift systems in eastern South Carolina and Virginia.
For more information, call: 1-866-396-8659
