Gulf Coast JCB - Service Advisor

Company Profile
Gulf Coast JCB is a fast-growing, high-performance heavy equipment dealer serving customers across the Gulf Coast. We take pride in exceptional customer service, reliable support, and a team that shows up when it counts. We are an authorized dealer for JCB construction equipment—including skid steer loaders, compact track loaders, backhoes, wheel loaders, excavators, and telehandlers.

Position Purpose
Reporting to the Service Manager, the Service Advisor serves as the primary point of contact between customers and the service department. This position is responsible for coordinating service work, communicating repair progress, preparing estimates, managing work order flow, supporting technician productivity, and providing operational support to the Parts Department while delivering an exceptional customer experience.
This position is based in Baton Rouge, LA.

Main Duties & Responsibilities
Customer Support & Communication
◦ Serve as the primary customer contact for all service-related inquiries.
◦ Open, maintain, and close service work orders accurately and efficiently.
◦ Communicate repair status, estimates, approvals, and completion updates to customers.
◦ Maintain strong customer relationships and resolve concerns in a timely and professional manner.
◦ Handle warranty, maintenance, and repair inquiries.
◦ Ensure customers receive timely and accurate information throughout the repair process.

Service Operations
◦ Coordinate and schedule shop and field service work with the Service Manager.
◦ Monitor work order progress to ensure timely completion and customer satisfaction.
◦ Review technician labor, service reports, and work performed for completeness and accuracy.
◦ Prepare and communicate repair estimates and service recommendations.
◦ Assist with warranty administration and claim documentation.
◦ Work closely with technicians and the Parts Department to ensure parts availability and job readiness.
◦ Support billing accuracy and timely invoicing of completed work orders.
◦ Participate in weekly service meetings and departmental planning activities.
◦ Maintain service records and documentation in accordance with company procedures.
◦ Support service department goals related to customer satisfaction, productivity, efficiency, and profitability.

Parts & Customer Support
◦ Assist customers at the parts and service counter by providing professional and timely support.
◦ Work closely with the Parts Department to identify, source, and communicate parts requirements for service work.
◦ Support technicians by coordinating parts availability and ensuring jobs are prepared for efficient completion.
◦ Assist with receiving, loading, unloading, and delivering parts and equipment as needed.
◦ Help maintain an organized, clean, and professional parts and service environment.
◦ Support walk-in customers, drivers, vendors, and service technicians to ensure a seamless customer experience.
◦ Cross-train and provide support to the Parts Department during periods of high workload or employee absence.
◦ Promote a team-first culture by supporting all dealership operations as business needs require.

Business Development
◦ Promote preventative maintenance programs, inspections, and service agreements.
◦ Identify opportunities to increase labor sales, parts sales, and customer retention.
◦ Assist with service marketing initiatives and customer outreach efforts.
◦ Support Gulf Coast JCB's commitment to Service, Uptime, Results.

Essential Job Qualifications
◦ Minimum of 3 years of experience in heavy equipment, construction equipment, agriculture equipment, truck, automotive, or related service operations.
◦ Service Advisor, Service Coordinator, Parts Advisor, or Service Administration experience preferred.
◦ Experience with CDK service platforms such as e-Emphasys or IntelliDealer a plus.
◦ Associate degree, technical training, or equivalent work experience preferred.
◦ Strong computer skills with proficiency in Microsoft Office and dealership management systems.
◦ Understanding of heavy equipment service operations, maintenance practices, and repair processes.
◦ Strong customer service and relationship management skills.
◦ High school diploma or GED.
◦ Valid driver's license with acceptable driving record.

Knowledge, Skills, Abilities & Competencies
◦ Exceptional customer service and communication skills.
◦ Strong organizational and time management abilities.
◦ Ability to prioritize and manage multiple tasks in a fast-paced environment.
◦ High attention to detail and accuracy.
◦ Strong problem-solving and conflict-resolution skills