Position Objective

The Senior Service Advisor serves as the primary point of contact and coordinator for service and rental operations at the Northville location, overseeing the repair and maintenance of client-owned heavy-duty industrial trucks while ensuring optimal availability and readiness of the JDC rental fleet. In this critical role, the advisor proactively manages the full repair process from preparing accurate estimates and securing customer approvals to coordinating timelines and shop workflow, while collaborating closely with technicians, the Shop Foreman, and the General Manager to minimize vehicle downtime and maintain high fleet utilization. By delivering clear, timely, and transparent communication, the Senior Service Advisor explains repair needs, provides regular status updates, addresses customer concerns, and fosters strong, long-term relationships that enhance satisfaction and loyalty.

Job Responsibilities

• Serve as the primary point of contact for internal and external customers with service-related issues involving heavy duty trucks
• Manage a rental fleet of heavy-duty equipment to and support the rental department
• Proactively communicate with customers by phone regarding service/rental concerns, repair estimates, and timelines
• Manage customer expectations through clear, timely, and professional communication
• Address escalated service issues and ensure resolution
• Build accurate and timely repair estimates for the service and rental department in collaboration with service technicians
• Lead efforts to grow branch service and rental revenue through proactive strategies, customer acquisition, fleet optimization, competitive pricing analysis, and cross-selling of value-added services
• Stay ahead of rental service needs to reduce downtime and maintain fleet availability
• Ensure estimates are reviewed, communicated, and approved promptly
• Monitor rental vehicle condition and service requirements proactively
• Work together with the Shop Foreman to ensure service work flows efficiently through the repair process
• Manage payroll for service technicians
• Assist General Manager
• Track repair progress and identify potential delays or bottlenecks
• Maintain a high level of Safety awareness for all employees working in and out of the shop

Job Requirements

• Strong communication, interpersonal, and organizational skills; professional demeanor required
• Prior experience as a Service Advisor or Senior Service Advisor, preferably supporting rental fleets, trucks, heavy equipment, or similar equipment-driven operations
• Strong understanding of service operations, repair estimates, and shop workflows
• Ability to work directly with customers and internal teams while managing expectations professionally
• Experience with invoicing, order updating, and documenting work orders in a module-based software environment
• Proficient in Microsoft Office programs, specifically Word, Excel, and PowerPoint
• Must be able to follow through on assigned duties to successful completion within established guidelines, timelines, policies, and procedures
• Ability to adapt to a constantly changing, heavy-volume work environment
• Strong organizational skills with the ability to manage multiple priorities and maintain attention to detail
• Ability to meet deadlines and maintain a high level of accuracy and accountability
• Ability to work independently or within a team environment while maintaining professionalism at all times
• Must be a self-starter with excellent time management skills and a strong sense of urgency
• Ability to maintain a high level of confidentiality, use discretion, and exercise good judgment
• Ability to effectively manage multiple tasks in a fast-paced environment
• 1–3 years of experience supporting service, rental, sales/marketing, parts, or similar departments (or equivalent related experience)

The Way We Work

• Conduct all work in a Safety-focused, professional, and respectful
• Take ownership and responsibility for service outcomes and customer satisfaction
• Assist internal and external customers by responding promptly and professionally
• Foster collaboration and communication across departments
• Continuously look for ways to improve service efficiency and fleet availability

The individual in this position will interact regularly with employees and managers across multiple departments and locations within Jack Doheny Company. This role will both receive direction from leaders outside of the immediate reporting structure and, at times, provide direction and guidance to others in support of operational and business needs.

Jack Doheny Company is an Equal Opportunity Employer