Service & Parts Advisor

Battle Motors prides itself on delivering efficient, effective solutions for the heavy-duty work truck industry. With the evolution of our new EV (Electric Vehicle) technology, we are growing faster than ever.  

At Battle Motors, we believe the most fulfilling place to work is where extraordinary people collaborate to solve difficult problems.

Parts — Counter, Phone, and Inventory (approx. 35%)

• Handle all walk-in, phone, and email parts inquiries: identify the correct part by VIN, serial number, model, and application using the Battle Motors Parts & Service Portal, OEM component supplier catalogs, and parts manuals.

• Quote pricing and availability, convert quotes to orders, and follow orders through to receipt and customer pickup or delivery.

• Pull, stage, and kit parts for all open work orders. Confirm parts availability for scheduled work and place orders for non-stock items no later than 48 hours ahead of the appointment.

• Source components through the AMP Division, Epicor, and approved outside vendors when a part is not stocked locally; secure competitive pricing and realistic ETAs and communicate both accurately.

• Receive incoming shipments, verify against the purchase order, resolve discrepancies and shortages with the vendor or AMP, and put stock away in its assigned location the same day it arrives.

• Process core returns, warranty part returns, and customer returns per policy; maintain the core and return staging area in an auditable condition.

• Perform weekly cycle counts on high-velocity items, investigate variances, and flag slow-moving or obsolete stock to the General Manager for pricing, return, or write-down decisions.

• Recommend stocking-level adjustments based on observed demand, upcoming scheduled work, and repeat failure patterns.

Service Advisory — Intake Through Delivery (approx. 35%)

• Own the customer service experience end to end, following the BTS customer intake process:

1. First contact — greet the customer (phone, email, or walk-in) and capture fleet name, VIN, symptom or service request, and operational urgency.

2. History review — pull vehicle history from HubSpot and VWMS; identify open or relevant prior warranty claims on Battle Motors units.

3. Initial assessment — coordinate the technician's visual assessment; if diagnosis is required, explain the diagnostic process and estimated diagnostic time up front.

4. Estimate and authorization — present a written estimate before any work begins. Obtain signed authorization on any repair over $500. Commit to a realistic completion timeline.

5. Work order creation — open the work order, assign the technician, and stage the parts.

6. Status updates — for any repair expected to exceed four hours, provide at least one proactive customer update per day. The customer should never have to call for status.

7. Delivery — verify the quality check is complete, review the finished work order with the customer (what was done, what parts were used, what to expect next), and present the invoice.

8. Follow-up — call the customer 3–5 business days after pickup to confirm satisfaction, log the call, and trigger the CSI survey.

• Build accurate estimates using published labor times, VMRS coding, and current parts pricing. Explain the difference between required repairs, recommended repairs, and deferrable items in plain language.

• Present and sell additional work discovered during service. No additional work is performed without documented customer authorization.

• Identify whether a repair is warrantable, goodwill, or customer-pay before the work is written, and coordinate with Warranty Administration on any claim-eligible repair.

• Schedule the shop in coordination with the General Manager and technicians to maximize bay utilization and technician productive hours.

• Handle customer concerns directly and de-escalate at the counter; escalate genuine satisfaction risks to the General Manager the same day.

• Maintain and adhere to the December 31, 2025 service policy directive — any repair, modification, correction, or adjustment identified after a vehicle leaves the factory is initiated, authorized, scheduled, and financially processed exclusively through the Service Department, without exception.

Business Development (approx. 20%)

• Make a minimum of 10 new-customer contacts per week, logged in HubSpot with company, contact name and title, method, response, and next step. This is a standing, non-negotiable expectation of the role.

• Target Southeast Michigan Class 8 vocational fleets of 5+ units, municipalities across Wayne, Oakland, Macomb, Washtenaw, and Monroe counties, and conquest accounts currently served by independent shops or competitive dealer service lanes.

• Prospect by phone, email, LinkedIn, and in-person visits to fleet facilities in the Plymouth/Detroit area.

• Ask every satisfied customer for a referral and an introduction. Referrals are the highest-yield acquisition channel available to BTS.

• Convert one-time repair customers into recurring accounts: PM programs, seasonal campaigns, parts stocking agreements, and scheduled fleet service.

• Re-engage dormant accounts and follow up on all inbound web, phone, and social leads within one business day.

• Support the General Manager on formal fleet proposals and TCO analyses by supplying account history, service data, and pricing detail; engage the Sales Quotes & Proposals Manager at least 10 business days ahead of any customer presentation.

• Represent BTS at local fleet, municipal, and industry events as directed.

Administration, Systems, and Documentation (approx. 10%)

• Document every customer interaction, quote, work order, and follow-up in HubSpot. If it is not in HubSpot, it did not happen.

• Operate Epicor for parts ordering, fulfillment tracking, and inventory transactions; Fullbay for shop and parts workflow; and VWMS for warranty-covered work.

• Invoice accurately and completely; collect payment or verify account terms before vehicle release per BTS credit policy.

• Submit a weekly activity report to the General Manager: parts sales, service revenue written, open work orders, new-customer contacts made, and any service issues.

• Contribute to the BTS process documentation effort — this location is the franchise blueprint, and the intake, estimating, parts ordering, and account management processes performed in this role are being documented for replication in future markets.

• Complete all assigned Battle Motors University (BMU) training and role certifications on schedule

This position will adhere to the Battle Motors Environmental Health and Safety Program by following all safety rules, procedures, practices, training, and safe use of equipment; this includes use of personal protective equipment (PPE) as required. This individual will work in a way that stresses the importance of preventing injury, accidents, or illnesses to themselves or co-workers by correcting or reporting unsafe situations, incidents, or occurrences to their Supervisor immediately.

Battle Motors is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, age, national origin, or any other status protected under federal, state, or local law.