Service Advisor: Keep Customers Informed and Our Shop Moving

Job Type: Full-time, Permanent
Work Location: In person

Every load of fresh food, medicine and frozen goods crossing Canada relies on equipment that has to work when it matters. When a reefer unit or trailer comes into our shop, our technicians handle the repairs — but our Service Advisors make sure the entire process keeps moving.

We're looking for an organized, customer-focused Service Advisor to join our team. You'll be the connection between our customers and our technicians, helping coordinate repairs, communicate timelines, prepare accurate work orders and make sure customers know what's happening with their equipment.

This is a fast-paced role for someone who enjoys working with people, solving problems and keeping a busy service department organized.

What you'll be doing:

- Greeting customers and helping them when they arrive in our service department
- Responding to customer questions in person, by phone and by email
- Acting as the main point of communication between customers, technicians and the service team
- Opening work orders and making sure technicians have the information they need to get started
- Working with technicians and service personnel to prepare accurate repair estimates and quotes
- Contacting customers when additional repairs are identified and obtaining authorization before work proceeds
- Following the progress of repairs and helping ensure equipment is completed when promised
- Keeping customers updated on repair status, additional work and any changes to expected completion times
- Reviewing completed work orders to make sure parts, labour, technician time and customer information are accurate




- Making sure completed work orders are closed and invoiced promptly and within month-end and year-end timelines
- Helping coordinate workflow and priorities when the shop gets busy
- Jumping in wherever the team needs a hand

Why this role matters:

A great Service Advisor does more than open and close work orders. You're the person who keeps the customer, technician and service department on the same page.

Our customers depend on their trucks, trailers and refrigeration equipment to keep their businesses moving. When equipment is down, communication matters. You'll help make sure customers understand what their equipment needs, what the repair will cost and when they can expect to have it back.

You'll work closely with experienced technicians, our parts department and the rest of our service team, giving you the opportunity to build strong knowledge of transport refrigeration, trailer repair and the transportation industry.

What we're looking for:

- Strong customer service and communication skills
- Excellent organization and attention to detail
- Ability to manage multiple work orders, customers and priorities at the same time
- Comfortable communicating with customers by phone, email and in person
- Ability to work closely with technicians and translate repair information into clear updates for customers
- Reliable, punctual and able to work as part of a team




- Previous Service Advisor, Service Writer or Service Dispatch experience is preferred
- Experience in automotive, heavy-duty truck, trailer, transport refrigeration or a similar service environment is an asset
- Secondary school diploma or equivalent is preferred
- Punjabi or Hindi language skills are an asset, not required

Schedule:

Full-time position.

Monday to Friday to start with move to modified shifts for the successful candidate when ready

Benefits:

- Extended health and dental care
- Life insurance and dependent life insurance, accidental death and dismemberment
- Short and long-term disability and employee assistance program
- Health care spending, elite diagnostic imaging and critical illness
- RRSP matching
- Tuition reimbursement
- Paid time off
- In office parking

Build your career with us:

If you're someone who likes working with customers, staying organized and being part of a team that solves problems every day, this is an opportunity to build a career in an industry that keeps essential goods moving.

You'll learn our equipment, our customers and our business from the inside out. Bring the right attitude, strong communication skills and a willingness to learn, and we'll help you build the industry knowledge to succeed.

Job Type: Full-time, Permanent

Work Location: In person

Job Types: Full-time, Permanent

Benefits:

- Casual dress
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- On-site parking
- Paid time off

Education:

- Secondary School (preferred)

Experience:

- Service Writer: 2 years (preferred)
- Service Dispatch: 2 years (preferred)

Language:

- Punjabi or Hindi (preferred)

📌 Customer Service Advisor (Calgary)
🏢 Thermo King Western
📍 Calgary