Parts and Service Advisor - CAT Compact

Job description

Parts and Service Advisor - CAT Compact

Department: Machine Division (MAC)

Employment Type: Full Time

Location: North Dallas

Description

This position is responsible for coordinating the day-to-day CAT Compact parts and service operations at the assigned location. The position serves as a primary point of contact for retail parts and service customers, processes parts transactions, coordinates and prioritizes service work, provides day-to-day direction to assigned service technicians, and supports safe, timely, high-quality work. The Parts and Service Advisor also makes or recommends parts inventory and operating decisions that support customer satisfaction, productivity, and gross profit performance.

The incumbent in this position is expected to model the following practices daily:

Demonstrate alignment with the company's mission and core business values;

Collaborate with key internal/external resources;

Participate in ongoing self-development.

Essential Functions Models, promotes, reinforces, and rewards the consistent use of HOLT's Values Based Leadership (VBL) tools, models, and processes to ensure alignment with our Vision, Values, and Mission

Serves as a primary point of contact for retail parts and service customers by phone, email, and in person; identifies customer needs, communicates available solutions, and provides timely updates throughout the transaction or service process

Sells CAT parts and value-added dealership solutions; prepares quotes and completes parts orders, returns, and other transactions for internal and external customers accurately and in a timely manner

Coordinates, schedules, and prioritizes service work; assigns work to technicians, communicates customer expectations and estimated completion times, and monitors progress against commitments

Reviews open work orders and supporting documentation for accuracy and completeness, communicates service status to customers and management, and supports timely customer billing

Plans and checks the work of assigned service technicians; approves time and overtime, coordinates training, provides coaching and development, and addresses day-to-day performance or workflow issues

Provides input on employee selection, performance appraisals, pay decisions, corrective action, and other personnel matters for assigned employees

Establishes, models, and reinforces safe work practices and compliance with applicable company policies, procedures, and shop operating standards

Makes or recommends parts inventory stocking decisions based on customer demand, equipment population, availability, and financial considerations

Monitors parts and service activity, productivity, work quality, customer commitments, and gross profit performance; identifies and implements improvements within the assigned area of responsibility

Maintains current and accurate customer, product, parts, and service information in applicable systems and ensures required reports and records are completed

Promotes current dealer programs, parts ordering channels, and other products or services that support customer needs and dealership objectives

Works overtime and may participate in after-hours customer coverage based on workload and business needs

Works safely always and adheres to all applicable safety policies; complies with all company policies, procedures, and standards

Performs other duties as assigned

Knowledge, Skills, and Abilities Working knowledge of construction equipment parts and service operations, including basic equipment uses, repair, maintenance, and parts requirements

Knowledge of customer service, consultative sales, parts transactions, inventory practices, and service workflow

Leadership skills sufficient to plan, assign, monitor, coach, and develop the work of others

Scheduling, prioritization, and time management skills to coordinate multiple customer and technician commitments in a fast-paced environment

Financial and operational judgment sufficient to consider inventory availability, productivity, work quality, customer satisfaction, and gross profit impact

Critical thinking and problem-solving skills to identify issues, evaluate alternatives, and implement practical solutions

Interpersonal and communication skills sufficient to work effectively with customers, technicians, sales employees, managers, and other internal and external contacts

Ability to explain the value of dealership products, services, and value-added solutions over the phone and in person

Proficiency with computers and standard office software; experience with computerized parts and service management systems highly desired

Ability to maintain accuracy, attention to detail, and follow-through while managing frequent interruptions and changing priorities

Requirements

Education and Experience: High school diploma or GED with additional specialized or technical training, or some college coursework, required

Bachelor's degree in Business, Management, or a related field preferred

Minimum 3 years of related experience in equipment parts, service, customer service, or dealership operations required

Previous experience leading, scheduling, or directing the work of others preferred

Must be able to obtain and maintain forklift certification

Supervisory Responsibilities: Directly supervises assigned service technicians. Responsibilities include planning, scheduling, and checking work; approving time and overtime; coordinating training; coaching and developing employees; and maintaining safe work practices. Provides input on hiring, performance appraisals, pay decisions, corrective action, and other personnel matters.

Travel: Up to 25% travel may be required, including occasional overnight travel

Must have a valid driver's license

Physical Requirements: This position involves periods of sitting as well as frequent movement within office, counter, and shop areas to support customers and employees

This role frequently communicates with others and must be able to exchange accurate information in person, by phone, and through electronic systems

Routinely uses standard office equipment, computers, phones, and parts and service systems

Must be able to safely move around and visually inspect construction equipment and shop work areas, including occasional reaching, climbing, kneeling, or crouching

Occasionally moves materials or equipment weighing up to 50 pounds

Work Environment: Work is performed in office, parts counter, and shop environments and may include occasional outdoor work exposed to weather conditions

May work near moving mechanical parts, hazardous equipment, contaminants, and varying temperatures; appropriate personal protective equipment may be required

Noise levels may be distracting or loud at times

Frequently works at a fast pace with unscheduled interruptions and changing customer or operational priorities

Disclaimer:

Please note that the above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not to be interpreted as an exhaustive list of all responsibilities, duties, and skills required of the incumbents so classified. All incumbents may be required to perform duties outside of their normal responsibilities, as needed.

Worksite address

dallas, TX, 75215, US

Who can apply

Review the original listing for work authorization, qualifications and employer requirements.