Centralized Service Support Advisor at Atlantic Tractor LLC

, , -

Full Time

Start Date

Immediate

Expiry Date

19 Aug, 26

Salary

0.0

Posted On

21 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Operations, Warranty Administration, Work Order Management, Customer Service, Quoting Tools, Process Standardization, Administrative Support, KPI Monitoring, Project Coordination, Labor Coding, Scheduling, Communication Skills, Data Reporting, John Deere Systems, Opervia, CDK

Industry

Farming

Description

Centralized Service Support Advisor Atlantic Tractor -- John Deere Dealership POSITION SUMMARY The Centralized Service Support Advisor serves as an operational resource supporting branch-level Service Managers, Service Writers, and Warranty Administrators across Atlantic Tractor’s multi-location dealership network. This role supports consistent service operations by handling customer service intake calls and web leads, entering information into service systems, opening work orders, and collaborating with local branches to fulfill customer service needs efficiently and accurately. The Centralized Service Support Advisor is responsible for supporting service execution through standardized processes, warranty and administrative assistance, and centralized workflow coordination. This position helps reduce administrative burden at the branch level, improve consistency in service operations, and protect service gross margin by ensuring warranty compliance, quote accuracy, and disciplined work order execution aligned with John Deere guidelines and dealership standards. The Centralized Service Support Advisor plays a key role in helping Atlantic Tractor improve: * Handling incoming service requests for all locations internet inquiries, incoming phone inquiries and other service leads. * Starting the Work Order Flow process * Generating and developing service quotes and providing to customers VIA quoting tools * Working Directly with branches on scheduling and following through all service request * Consistent communication with customers and branches * Confirming warranty Coverage and communicating to the customer * Service Process Compliance Key Responsibilities 1. BRANCH ADMINISTRATIVE SUPPORT * Handling incoming service requests for all locations internet inquiries, incoming phone inquiries and other service leads. * Using Current Quoting tools to provide fair and accurate quotes * Payment securement once customer commits to work * Support work order set up and accuracy to ensure proper labor coding and job structure * Assist with parts/labor estimate creation for customer repairs * Assist in documentation required for John Deere warranty submission * Customer Contact - During the repairs cycle and after the billing cycle as well as cold calls and follow ups 2. PROCESS STANDARDIZATION & COMPLIANCE * Promote consistent work order setup practices across all branches * Support implementation of standardized service workflows * Monitor compliance with dealership service policies * Identify workflow breakdowns between Service and Parts departments * Recommend process improvements to leadership 3. REQUIRED TOOLS AND WORK FLOW SYSTEMS * OPERVIA * Service Center * Warranty procedures * Quote creation * Work order management * Provide remote assistance to branch personnel on service systems 5. OTHER DUTIES Support and Promote dealership-wide service initiatives including: * AG Inspection Programs * Tech for a Day * Loyalty Programs * Seasonal Service Campaigns * PIP Compliance Outreach * Parts-to-Service Conversion Initiatives * Centralized Quoting Initiatives Track and report progress of assigned projects and assist with branch execution. 6. REPORTING & DATA SUPPORT * Assist in development and maintenance of service dashboards * Review open WIP reports and aged work order lists * Support revenue-to-budget gap analysis * Monitor key service KPIs including: * Open WIP Aging * Monitor Incoming service request * Review current branch (s) work load and determine the best branch for the service request to be carried out in. Geography, work load, type of work * Provide reporting support to Service Leadership Team SUCCESS METRICS Performance in this role will be measured by: * Increase internet and phone service intake to a central location for processing * Increase standardized quotes across all locations * Provide ease of doing business for our customers * Improved quote turnaround time * Increased conversion of open WIP to invoiced revenue * Service Manager satisfaction with centralized support REQUIRED QUALIFICATIONS * Experience in Service Operations within equipment dealership environment (Ag preferred) * Understanding of warranty claim processes * Familiarity with service work order systems * Strong administrative and organizational skills * Ability to manage multiple projects simultaneously * Effective communication skills across multiple departments * Supporting personality to help help process improvment PREFERRED QUALIFICATIONS * Experience with John Deere Service Systems (Service Center / DTAC / CCMS, CDK ) * Experience in Service Writing or Warranty Administration * Service Processes and compliance * Experience with OPERVIA or similar quoting platforms * Background in project coordination or service operations support PHYSICAL REQUIREMENTS * Ability to sit, stand, walk, bend, and use hands for extended periods. * Ability to occasionally lift and/or move up to 25 pounds. * Ability to travel regularly between dealership locations. * Ability to work in both office and shop environments, including exposure to noise, moving mechanical parts. DISCLAIMER This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and qualifications required of the position. Responsibilities may change at any time with or without notice. #INDHP

Responsibilities

The role provides centralized administrative support for service operations across multiple dealership locations, handling intake calls, web leads, and work order creation. It focuses on standardizing service workflows, ensuring warranty compliance, and coordinating between branches to optimize service execution.