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Service Advisor

Service Advisor

Position Summary:
ElDorado National California (ENC) is seeking a highly organized and customer-focused Service Advisor to support our growing Service Department. This role serves as the key connection between customers, field service technicians, and internal teams to ensure timely and efficient vehicle repairs.

The Service Advisor will manage incoming service requests, create and track work orders, coordinate technician scheduling, and communicate repair updates to customers. This position plays an important role in helping transit agencies keep their fleets operating safely and reliably.

The ideal candidate thrives in a fast-paced service environment, has strong communication skills, and enjoys solving problems while supporting technicians and customers.

Essential Duties:

Serve as the primary liaison between customers, field service technicians, and internal departments to ensure effective communication and timely service resolution.
Receive and process service requests; create and manage work orders in the ERP system, ensuring accuracy and completeness of all required information.
Coordinate and schedule service activities to optimize technician utilization and minimize vehicle downtime.
Monitor work order status and provide timely updates to customers and internal stakeholders.
Ensure all service documentation, including labor, parts, and technician notes, is accurately recorded and maintained.
Review and validate completed work orders for accuracy prior to closure, billing, or warranty submission.
Support warranty processes by ensuring compliance with documentation and reporting requirements.
Coordinate with parts and internal teams to support timely repair completion.
Maintain organized service records and ensure data integrity within service management systems.
Prioritize and manage multiple service requests in a fast-paced environment while maintaining a high level of accuracy.
Escalate complex or recurring issues to management or engineering as appropriate.
Provide professional customer support, resolving inquiries and service concerns in a timely manner.
Comply with all company policies, procedures, and safety requirements.

Required Knowledge, Skills, and Abilities:

Strong customer service skills with the ability to communicate technical information clearly to both technical and non-technical audiences.
Knowledge of service operations, including work order creation, repair documentation, and maintenance coordination.
Ability to effectively coordinate and prioritize multiple service requests in a fast-paced environment.
Strong organizational skills and attention to detail to ensure accurate documentation of service activities.
Ability to work collaboratively with service technicians, engineering teams, warranty staff, and external customers.
Basic understanding of heavy-duty vehicle systems, including diesel engines, electrical systems, and vehicle components (preferred).
Proficiency in Microsoft Office applications including Outlook, Excel, and Word.
Ability to learn and effectively use service management or ERP systems such as Epicor or similar platforms.
Strong problem-solving and critical thinking skills when addressing service concerns and customer requests.
Ability to maintain professionalism and composure when handling urgent service issues or customer concerns.
Ability to follow company procedures and ensure compliance with documentation and service reporting requirements.

Education, Experience, and/or Required Licenses
Education

High school diploma or GED required.
Associate degree in Automotive Technology, Diesel Technology, Business Administration, or a related field preferred.

Experience

Minimum 2–5 years of experience in a service advisor, service coordinator, dispatcher, or customer service role within an automotive, fleet, truck, bus, or heavy equipment service environment.
Experience coordinating repairs, maintenance scheduling, or service work orders.
Experience communicating technical repair information to customers and service technicians.
Experience working with service management or ERP systems (Epicor, CDK, Reynolds, or similar) preferred.
Familiarity with warranty documentation and service reporting processes is a plus.

Licenses / Certifications

Valid Driver’s License (Real ID) required for local and domestic travel (up to 15%).
Commercial Driver’s License (CDL) is not required but considered a plus.
ASE Service Consultant certification or related industry certification is preferred but not required.

Equal Opportunity Employer
ElDorado National California Inc. (ENC) is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other protected class under applicable federal, state, and local laws. We are committed to fostering a diverse and inclusive workplace where all employees feel valued and respected.

ENC takes affirmative action to employ and advance employment opportunities for minorities, women, protected veterans, and individuals with disabilities. We actively encourage qualified candidates from all backgrounds to apply and join our team.

ENC is also committed to ensuring that individuals with disabilities have equal access to opportunities. If you require a reasonable accommodation to complete the application process, please contact HR Department for assistance.

In accordance with California's wage transparency law (Senate Bill 1162), we are committed to pay equity and transparency. The salary range reflected on the job positing is our good faith estimate of what we expect to pay for this role at the time of posting. While we do not typically hire at the top of the salary range, initial offers are based on the candidate’s qualifications and experience, with opportunities for growth and increases over time.

The hiring range for this position is $23.00 - $30.00 per hour.

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