Service Advisor - Shop Supervisor

Brodie Toyota-Lift • Full-time • Lawrence, MA, US • $75k - $85k / year • 3m ago

Job Summary

This position serves as the primary point of contact between customers, technicians, and the service department. This role is responsible for opening and managing work orders, communicating repair status and cost updates, preparing quotes, scheduling service work, and helping ensure a professional customer experience from intake through completion.

Key Responsibilities

Explain the repair process clearly and professionally.
Open, update, and close service work orders using the company’s service software and established procedures.
Prepare repair quotes for material handling equipment, including parts, labor, and estimated completion timelines.
Communicate with technicians to clarify service needs, review repair recommendations, and coordinate next steps.
Contact customers with updates on repair status, changes in cost or timeline, and requests for approval on additional work.
Schedule technicians and coordinate service workflow to support timely completion of customer and internal work orders.
Maintain accurate customer records, service history, estimates, approvals, and billing information.
Support customer satisfaction by resolving routine concerns professionally and escalating issues when supervisor approval is needed.
Build strong customer relationships that help maintain the company’s position as a preferred service provider.

Qualifications

Previous experience in a service advisor, service writer, customer service, dispatch, or related service operations role preferred.
Ability to communicate with customers, technicians, co-workers, and supervisors in a courteous, clear, and business-like manner.
Comfortable working independently while keeping supervisors informed of customer, scheduling, and operational issues.
Strong organizational skills with the ability to manage multiple work orders, quotes, approvals, and customer updates at the same time.
Basic technical knowledge or willingness to learn about material handling system equipment (forklift, scissor lift, boom lift, etc), repair processes, parts, and labor estimating.
Experience with quoting, scheduling, billing, or service management systems preferred.
Customer-focused mindset with strong follow-through, problem-solving ability, and attention to detail.
Work closely with experienced technicians and service leadership.
A team-oriented workplace focused on communication, reliability, and customer satisfaction.

Join us in delivering an outstanding customer experience! We value energetic professionals who are eager to grow their skills in a fast-paced environment while helping customers keep their equipment safe and reliable.

Pay: $75,000.00 - $85,000.00 per year

Benefits: