Service Advisor

Position Type: Full-time, Non-Exempt (Hourly; eligible for performance pay programs)

Reports To: Branch Manager About Rocky Mountain Truck Centers Rocky Mountain Truck Centers (RMTC) provides 24/7 truck center, roadside, and towing & recovery services focused on commercial transportation fleets. We operate in high‑urgency, safety‑critical environments and rely on disciplined processes, accurate documentation, and strong customer communication to keep trucks safely on the road.

Role Summary: The Service Advisor is the primary point of contact between customers and the service department. You will manage the full service intake and repair lifecycle: creating and managing work orders in Protractor, coordinating with technicians, building accurate estimates, protecting parts and labor GP, and keeping customers informed from drop‑off to delivery. This role blends front‑counter professionalism, sales and estimating, documentation discipline, and workflow management. Service Advisors at RMTC participate in performance pay programs including Special Consideration Pay (SCP) and Rocky Mountain Performance Pay (RMPP), subject to plan eligibility and performance metrics.

What You’ll Do: Customer Engagement & Intake Greet customers promptly and professionally; set expectations for timelines, communication, and authorizations. Manage phone and in‑person intake using approved scripts and the defined intake workflow. Capture customer concerns using structured story‑writing (3C’s) and create accurate work orders in Protractor. Verify customer and vehicle information, prevent duplicate/incorrect accounts, and confirm payment/PO details. Secure work authorization and deposits/POs per policy before work proceeds. Work Order, Estimating & Workflow Management Create and manage work orders through all workflow stages in Protractor (“Inspection in Progress” → “Work Completed”). Apply correct service packages, required items, required additional services, and inspections to each concern. Collaborate with technicians to translate findings into accurate, timely estimates using approved labor guides and pricing. Deliver estimates to customers within defined SLA timeframes and manage revisions as repair scope changes. Maintain workflow stage accuracy, daily WIP reviews, and proactive customer updates (AM/PM at minimum). Sales, Revenue & GP Protection Convert inquiries into approved repair orders while protecting target labor and parts GP. Achieve and maintain store‑level KPI targets including TAPRO, HPRO, ELR, Quick Pic close rate, win rate, and close rate. Use Quick Pics, menu‑priced services, maintenance packages, and service categories to drive ethical upsell and maintenance work. Maintain required Quick Pic application and close rates, and execute Rapid Repair Assessment processes to win urgent work. Parts Procurement & Supplier Invoice Management Issue POs upon approval, track parts through ordering, receipt, and invoice verification. Verify parts and pricing against POs, ensure correct tax handling, and resolve discrepancies with suppliers. Stamp, sign, date, and scan invoices into the Drop‑Off Library; file originals by vendor/month/year. Follow returned‑items and small‑parts policies to protect profitability and administrative efficiency. Communication, Documentation & Customer Experience Maintain accurate, detailed documentation in work orders, including technician stories, disclaimers, signatures, and approvals. Provide clear explanations of diagnostics, recommendations, pricing, and timelines; apply the 90/10 communication rule. Keep customers proactively updated throughout the repair; ensure no truck is “done” without the customer being told. Generate and request Podium/Google reviews according to RMTC standards to support branch reputation. Collaboration & Team Support Coordinate with technicians and Branch Managers on scheduling, workflow, and daily production goals. Participate in daily/weekly huddles to review KPIs, available hours, sales targets, and inspection/Quick Pic performance. Support a clean, organized front office and participate in shared cleaning and appearance standards.

Key Qualifications: 2+ years of experience in customer service or sales; automotive, diesel, truck service, or related industry strongly preferred. Strong written and verbal communication skills; comfortable explaining technical repairs in plain language. High attention to detail with the ability to follow structured SOPs and multi‑step workflows. Solid math and reasoning skills for estimating, pricing, and understanding labor/parts margins (all within system tools). Proficiency with computer systems and ability to learn platforms such as Protractor, Dialpad, and related RMTC tools. Ability to thrive in a fast‑paced, high‑urgency service environment and manage multiple active work orders at once. High integrity, reliability, and accountability to time, attendance, and documentation standards. Preferred Prior experience as a Service Advisor, Service Writer, Dispatcher, or related role in a repair facility. Exposure to heavy‑duty truck, trailer, or equipment service operations. Familiarity with performance‑based compensation programs (SCP, RMPP, commission, or bonus structures). Physical & Work Environment Requirements Ability to stand and move around a shop/office environment for extended periods. Occasional lifting and moving of items up to approximately 50 lbs, with or without reasonable accommodation. Work in close proximity to a shop environment around heavy‑duty vehicles (noise, fumes, moving equipment), with appropriate PPE provided. Frequent computer and phone use at a front‑counter workstation. If you require a reasonable accommodation to perform the essential functions of this job, or to participate in the application and interview process, please contact us at [HR email/phone]. Compensation, Performance Pay & Benefits Competitive hourly pay based on experience and location. Comprehensive benefits package, which may include medical, dental, vision, 401(k), and other benefits, subject to plan terms and eligibility. Paid time off and company holidays. Paid training through Rocky Mountain University, Bullpen curriculum, and ongoing development. Pay Transparency Notice (Multi‑State): The expected pay range for this role varies by location and experience. Where required by law (including but not limited to CA, CO, CT, HI, IL, MD, MN, NV, NY, RI, WA, and certain local jurisdictions), the applicable pay range and a general description of benefits and other compensation will be provided in this posting or upon request and in connection with the recruitment process. Background Check, Driving Record, and Drug/Alcohol Testing Employment in this position may be contingent upon: Successful completion of a background check, in compliance with applicable federal, state, and local laws; and Motor vehicle record (MVR) review meeting RMTC standards if driving company or customer vehicles is required; and Compliance with RMTC’s drug and alcohol testing policy, which may include pre‑employment, post‑accident, reasonable suspicion, and/or other testing permitted by law. Any background or drug/alcohol screening will be conducted in accordance with the Fair Credit Reporting Act (FCRA), Equal Employment Opportunity Commission (EEOC) guidance, and applicable state and local “ban‑the‑box” and fair‑chance hiring laws. Equal Employment Opportunity & Non‑Discrimination Rocky Mountain Truck Centers is an Equal Opportunity Employer. Employment decisions are based on merit, qualifications, and business needs. We do not discriminate in hiring or employment on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, pregnancy, marital status, protected veteran or military status, or any other characteristic protected by applicable federal, state, or local law. We are committed to providing reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs, practices, or observances consistent with applicable law. At‑Will Employment Nothing in this job posting or any related communications is intended to create a contract of employment for any specific duration. Employment with Rocky Mountain Truck Centers is “at‑will” where permitted by law, meaning that either the company or the employee may terminate the employment relationship at any time, with or without cause or notice, subject to applicable legal requirements.