Service Advisor I bei New Leader

The Service Advisor I is responsible for providing customers technical service, support, and training. This position plays a vital role in delivering an exceptional customer experience and supporting the efficient operation of the service department. Assists with the development, layout and presentation of service training materials. Responsible for creating, revising, and organizing all department documentation and acting as liaison for production equipment testing. 

Key Responsibilities

RESULTS

Critical 55%

• Provides technical support to customers and end users for company products.
• Supports, advises and maintains open communication and relationships with: Sales, Service Support, Factory Floor Personnel, and Engineering.
• Assists in the training of employees, customers and end-users in use and repair of products.
• Assists with the development, layout and presentation of service training materials

Productivity / Job Knowledge 20%

• Serves as a positive emissary of the Company at all times.
• Records accurate records of services provided to customers and dealers.
• Processes and records all information related to warranty and repair claims and makes recommendation on updates to procedures.
• Documents customer concerns, equipment issues, and service history. Assists with field requirements related to warranty claims and participates in product improvement efforts.
• Assists in documentation of service department procedures.
• Assists in coordinating product recall programs.
• Promote preventative maintenance services and equipment care best practices to customers and end users.
• Assist with troubleshooting and documenting issues at production test stand. 

Dependability 15%

• Demonstrates a good attendance record; is aware of the impact that missing work will have on the customer as well as co-workers.
• Completes goals/projects on time or ahead of schedule.
• Responds to work assignments and requests by being cooperative and available.
• Follows through and meets commitments.
• Available as a resource to subordinates and/or peers.

Safety 10%

• Follows safety procedures, protocols, policies, and adheres to all SAFESTART concepts, and acts when others are not holding themselves accountable.

Total 100%

CORE VALUES

Act Like an Owner. 20%

• Leads by example and takes ownership in everything you do and or say.
• If you see something, say something and follow through until it's right.
• Treats others with respect and kindness.

Be Interested. Stay Interested. 20%

• Isn’t complacent. Seizes opportunities to learn by participating in activities to increase understanding.

Create Change. Start With Yourself. 20%

• Asks "why", is open-minded, and challenges the status quo.
• Leads and supports changes for the sake of improvement.

Seek New Perspectives. 20%

• Seeks new perspectives from all available sources to challenge your own, and brings them into your decision making process.
• Involves all stakeholders in making decisions. Is open to input from all sources.

Fail Fast. Learn Fast. 20%

• Considers long and short-term outcomes when making decisions.
• Is fearless.
• Readily admits mistakes.

Total 100%

Requirements

Qualifications and Essential Skills:

• An Associate’s degree or two-year certificate in vocational technologies/industrial arts and two years related experience and/or training; or equivalent combination of education and experience.  
• Knowledge and/or experience in design and installation of hydraulics and control systems.  Experience with truck mounted or mobile equipment is preferable.  
• Ability to work with hand tools as required. 
• Ability to navigate computer systems/databases and create spreadsheets and word documents.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  
• Ability to write reports, business correspondence, and procedure manuals.  
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to work with mathematical concepts.  Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collect data, distinguish facts, and draw valid conclusions. 
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Physical Requirements:

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.

Regularly required to sit and interface with computer systems while maintaining a high level of concentration.  The employee is also regularly required to stand and walk while performing the duties of the job. The employee is occasionally required to reach with hands and arms, stoop, kneel, or crouch.  While performing the duties of this job, the employee is regularly required to talk and hear.  The employee is occasionally required to use hands/fingers to handle or feel.  The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.

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.

The noise level in the office work environment is usually quiet.  Employee may be exposed to shop environm