Job Description

Description: Hawkins-Graves, Inc is hiring a Service & Warranty Advisor. In this role, you will:

• Be the first point of contact for client requiring service for various types of equipment. You will identify problems and services needed by listening to customer's description of symptoms; clarifying description of problems; checking equipment maintenance records; and documenting all findings during the check in process.
• Verify warranty coverage by examining records and manufacturer policies; explain provisions and exclusions of warranty services.
• Assist in preparation of estimates based on full diagnostic report of service technician to include cost of materials, supplies, and labor; create Work Orders (WO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining client approval prior to completion of work; entering WO into internal tracking system.
• Maintain customer rapport by explaining estimates and expected completion date; obtaining customer approval of estimates; maintaining accurate contact information in order to provide exceptional follow up during the process; answering questions and concerns
• Expand job knowledge by participating in educational opportunities; reading manufacturers' publications & attending conferences when requested by leadership team.
• Enhance business reputation by maintaining a positive & welcoming attitude; taking ownership for appearance of store; seeking to solve problems regardless of who is at fault; taking personal responsibility for every client interaction and providing an experience that exceeds expectations.

Qualifications:

• Professional, well-groomed appearance.
• Strong organizational skills, ability to multitask and reasonable computer skills
• Valid driver’s license & willingness to submit to a pre-employment back ground check & drug screen.
• Willing to work 40 hours per week and longer hours as needed during busy season.
• PREFERRED - Two or more years relevant experience in repair troubleshooting or parts sales with a track record of success. Preferably in one of the following industries: Agricultural equipment, motor vehicle industry, outdoor power equipment, recreational vehicles, construction equipment and machinery, small engine and accessories.
• PREFERRED - Able to lift and handle heavy loads up to 70 lbs.
• PREFERRED - Proficient in parts lookup and servicing customers at the parts counter.

Responsibilities:

• Present a friendly, positive attitude to all customers.
• Establish and remain the primary contact with all service customers. Make sure all service work is entered, scheduled and accurately completed in the most efficient timeframe.
• Assist in processing and handling all repair orders and warranty claims from start to finish.
• Work with other employees to develop a sense of “team” in the service department and across other departments.
• Assist in staging service work for technicians so they can reasonably achieve their daily goals.
• Review repair orders for complete and accurate information. Determine work requirements and prioritize completion of jobs based on standards established by leadership team.
• Schedule pickups, deliveries & coordinate usage of loaner equipment.
• Maintain quality control on work performed during shift; monitor time standards; brings variances to the attention of leadership and make corrections/updates as directed.
• Track and coordinate warranty work.
• Conduct customer survey follow-up calls and report results to management monthly.
• Answer service desk calls as well as proactively call clients to assist in generating new business.
• Maintain a clean and organized work space.
• Perform other duties as assigned.

We are a full Service Dealership for new and used construction equipment, parts and service serving the following areas in Virginia; Lynchburg, Roanoke, Christiansburg, Danville, Harrisonburg, Farmville, South Boston, Lexington and all surrounding areas. Our services include sales, rental, parts, and service.

Company Description

Hawkins-Graves is your Mid-Atlantic construction equipment dealer! We offer a wide selection of new & used equipment for sale and rental including: Caterpillar, Komatsu, Yanmar Mini Excavators, Takeuchi Track Loaders, Gehl Skid Steer Loaders, Morbark Wood Chippers & Grinders, Husqvarna and Stihl Concrete Saws, Diamond Blades, Gillette Generators, Air Compressors, Concrete Forms and much more. We can also provide Parts,Service and Maintenance to the machinery you already own. Our Lynchburg, Virginia, location makes us accessible to our neighbors in North Carolina, West Virginia, Tennessee, Maryland and South Carolina. We have equipment and supplies for any construction job, including excavating, concrete, masonry, and landscaping. You can never be too safe: check out our inventory of safety equipment and site management tools. Through the years Hawkins-Graves, Inc. has continued to grow in the Highway Road Safety Equipment. Items we have for sale and rent are Crash Cushion Trucks, Road Signs, Arrow Boards, Message Boards, Safety Cones and more. If you are looking for safety equipment for your high and road jobs look no further. Please call or email us with any questions or concerns you may have. Located in Lynchburg, VA, Hawkins-Graves is happy to work with our neighbors in Virginia, North Carolina, South Carolina, Tennessee, West Virginia, and Maryland, as well as nationally and internationally. Our goal is 100% customer satisfaction. We are a full Service Dealership for new and used construction equipment, parts and service serving the following areas in Virginia; Lynchburg, Roanoke, Christiansburg, Danville, Harrisonburg, Farmville, South Boston, Lexington and all surrounding areas. Our services include sales, rental, parts, and service.