PARTS / SERVICE ADVISOR 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.

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. Obtain customer authorization before repairs begin.

Support

Harvey & Company's objective of improving first-time repair completion and reducing equipment downtime.

Parts

Sales & Support Support technicians by ensuring parts are available when required.

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 Recommend inspections and maintenance packages. Support monthly sales objectives for parts and labour. Help increase customer retention through proactive communication and relationship building.

Administrative Responsibilities

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. Work closely with Parts, Service, Sales, and Administration. 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. High school diploma required. Post-secondary education in business, heavy equipment, automotive, agriculture, or a related discipline is considered an asset. 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. Outstanding customer service skills Strong mechanical aptitude Effective sales and upselling skills Qualified telephone etiquette Strong computer skills Experience with Dealer Management Systems (Procede experience is an asset) Microsoft Office proficiency #

📌 Parts Service Advisor - Customer Service (Gander)
🏢 Harvey u0026 Company
📍 Gander