Parts / Service Advisor

PARTS / SERVICE ADVISOR

At Harvey & Company Ltd., We Don't Just Repair Equipment—We Keep Newfoundland and Labrador Working.

The Parts & Service Advisor is the critical link between our customers, technicians, and parts team. This position is responsible for delivering an exceptional customer experience by coordinating repairs, selling parts and service solutions, managing work orders, and ensuring customers receive accurate communication from the moment they arrive until their equipment is back in service.

The successful candidate understands that equipment uptime is our customer's profitability and is committed to providing fast, professional, and knowledgeable service while supporting Harvey & Company's mission of being Newfoundland and Labrador's Heavy Equipment Superstore.

Key Responsibilities

Customer Experience

• Deliver exceptional customer service that exceeds expectations.
• Welcome customers promptly and professionally.
• Listen carefully to customer concerns and accurately document repair requests.
• Build long-term customer relationships through honesty, professionalism, and follow-through.
• Keep customers informed throughout the repair process.
• Review completed repairs with customers and explain all work performed.
• Resolve customer concerns quickly and professionally.

Service Operations

• Schedule service appointments to maximize shop efficiency.
• Open and manage repair orders using Harvey & Company's dealership management system.
• Prepare accurate repair estimates.
• Obtain customer authorization before repairs begin.
• Coordinate technician workflow to ensure timely completion.
• Monitor repair status and proactively communicate delays.
• Ensure all labour, parts, sublet work, and warranty information are entered accurately.
• Support Harvey & Company's objective of improving first-time repair completion and reducing equipment downtime.

Parts Sales & Support

• Identify and source the correct parts using OEM electronic parts catalogues.
• Support technicians by ensuring parts are available when required.
• Recommend Good-Better-Best product options where appropriate.
• Promote Fleetrite, OEM, and aftermarket parts based on customer needs.
• Capture every lost sales opportunity to improve inventory planning and first-time fill rate.
• Follow up on backordered parts and keep customers informed.
• Assist in maintaining inventory accuracy.

Sales & Business Development

• Promote preventative maintenance programs.
• Recommend inspections and maintenance packages.
• Identify additional repair opportunities that improve equipment reliability.
• Follow up on outstanding quotations and deferred repairs.
• Support monthly sales objectives for parts and labour.
• Help increase customer retention through proactive communication and relationship building.

Administrative Responsibilities

• Maintain complete and accurate repair orders.
• Process invoices and customer payments accurately.
• Ensure warranty claims meet OEM requirements.
• Maintain customer equipment history.
• Complete all documentation in accordance with Harvey & Company policies.
• Support continuous improvement initiatives.

Teamwork

• Work closely with Parts, Service, Sales, and Administration.
• Participate in daily team meetings.
• Assist technicians in obtaining required information and parts.
• Support a culture of accountability, teamwork, and continuous improvement.
• Demonstrate Harvey & Company's "Here to Help" philosophy in every customer interaction.

Qualifications

Education

• High school diploma required.
• Post-secondary education in business, heavy equipment, automotive, agriculture, or a related discipline is considered an asset.

Experience

• Minimum 2 years of customer service experience.
• Experience in heavy equipment, trucking, agriculture, construction equipment, or automotive service preferred.
• Parts or Service Advisor experience considered an asset.

Knowledge & Skills

The successful candidate will demonstrate:

• Outstanding customer service skills
• Strong mechanical aptitude
• Excellent communication abilities
• Effective sales and upselling skills
• Strong organizational and time management skills
• Ability to prioritize multiple tasks
• Excellent problem-solving abilities
• Professional telephone etiquette
• Attention to detail
• Strong computer skills
• Experience with Dealer Management Systems (Procede experience is an asset)
• Microsoft Office proficiency