Parts Clerk/ Service Advisor- Fire & Emergenc

Position Summary

We are seeking an experienced Parts Clerk / Service Advisor to fill a key hybrid role within our fire and emergency apparatus service operation. 

The ideal candidate will have strong automotive, heavy-duty truck, fleet, or dealership parts experience and possess the customer-service and organizational skills necessary to assist with the service-writing process from vehicle arrival through completion.

This position requires exceptional attention to detail. The vehicles we service are critical emergency-response assets, and accurately identifying parts, properly assigning them to repair orders, maintaining inventory, and communicating repair status directly affect our technicians, customers, and the availability of emergency apparatus.

Experience with CDK or a comparable dealership management system is strongly preferred.

Primary Responsibilities

Parts Research & Procurement

• Accurately research and identify parts required for repairs using VINs, serial numbers, OEM parts catalogs, diagrams, vendor resources, previous repair history, and technician information.
• Verify part numbers, applications, supersessions, quantities, and availability before placing orders.
• Work with OEMs, manufacturers, dealerships, distributors, and specialty fire-apparatus vendors to source required components.
• Obtain pricing, availability, freight information, and estimated delivery dates.
• Identify backordered or difficult-to-source components and communicate delays or alternatives to the Service Manager and technicians.
• Maintain accurate records of open parts orders and follow up with vendors as necessary.
• Ensure parts are purchased and billed to the correct repair order, customer, unit, or inventory account.
• Assist in controlling unnecessary freight, duplicate orders, incorrect parts, and avoidable returns.

Receiving & Parts Distribution

• Receive incoming parts and verify shipments against purchase orders and packing slips.
• Inspect shipments for shortages, incorrect components, or shipping damage.
• Receive parts accurately into CDK or the applicable inventory/repair-order system.
• Clearly label customer-specific parts with the appropriate unit number and repair order number.
• Stage parts in designated locations so technicians can quickly identify components assigned to their repairs.
• Notify technicians and/or the Service Manager when critical parts arrive.
• Place replenishment inventory into the correct stock location.
• Process cores, warranty returns, incorrect parts, and vendor returns promptly.
• Package and ship outgoing parts, cores, warranty components, and other materials as required.
• Maintain appropriate documentation and tracking information for shipments.

Inventory Management

• Maintain an accurate and organized parts inventory.
• Establish and maintain appropriate bin locations and labeling.
• Monitor commonly used parts and recommended stocking levels.
• Perform periodic cycle counts and assist with complete physical inventories.
• Investigate and correct inventory discrepancies.
• Identify obsolete, slow-moving, duplicated, or excessive inventory.
• Maintain proper control of high-value and specialty components.
• Keep the parts storage, receiving, and staging areas clean and organized.
• Assist management in developing a practical stocking strategy based on actual shop usage.

Service Advisor Responsibilities

• Professionally receive customers and apparatus arriving for service.
• Obtain accurate customer, vehicle, mileage, unit, and complaint information.
• Open repair orders in CDK and document customer concerns clearly and accurately.
• Translate customer concerns into repair-order descriptions that provide technicians with sufficient information to begin diagnosis.
• Review incoming work with the Service Manager and assist with establishing priorities.
• Monitor open repair orders and follow up with technicians regarding repair progress.
• Maintain awareness of units waiting for diagnosis, authorization, parts, outside repairs, or final completion.
• Document repair-order notes and status changes throughout the repair process.
• Assist with obtaining customer authorization for additional repairs when required.
• Ensure parts, labor, outside services, and applicable charges are properly assigned to repair orders.
• Review repair orders for accuracy and completeness before closing or invoicing.
• Assist with coordinating vehicle pickup and delivery.
• Perform other duties as assigned

Customer Communication

A major responsibility of this position is maintaining consistent communication with our customers throughout the repair process.

• Provide customers with daily progress updates on active repairs when appropriate.
• Communicate diagnostic findings, repair progress, parts status, backorders, expected completion dates, and other relevant information.
• Proactively contact customers when circumstances change rather than waiting for the customer to request an update.
• Maintain professional communication with Fire Chiefs, fleet managers, apparatus officers, municipal personnel, and other customer representatives.
• Document important customer communications within the repair order.
• Immediately escalate significant delays, customer concerns, safety issues, or potential conflicts to the Service Manager.

Repair Order & CDK Responsibilities

• Create and maintain accurate repair orders.
• Assign parts and charges to the correct RO and repair line.
• Review technician comments and assist in maintaining complete repair documentation.
• Track open parts orders associated with active repair orders.
• Maintain accurate purchase-order information.
• Verify that received parts are posted correctly.
• Assist with reviewing open ROs for missing parts, pricing, documentation, authorizations, or other information preventing completion.
• Work closely with the Service Manager to maintain accurate WIP and reduce unnecessary aging of open repair orders.

Technician Support

• Serve as the primary parts resource for technicians.
• Research parts based on technician findings, photographs, measurements, VINs, serial numbers, diagrams, and manufacturer information.
• Provide technicians with accurate information regarding parts availability and expected arrival dates.
• Ensure technicians receive the correct parts for the correct apparatus and repair order.
• Help prevent technicians from losing productive time searching for parts, checking deliveries, contacting vendors, or determining order status.
• Coordinate with technicians regarding unused parts, cores, warranty components, and returns.

Qualifications

Required

• Previous professional parts experience in an automotive dealership, heavy-duty truck dealership, fleet operation, equipment dealership, or similar repair environment.
• Strong working knowledge of parts research, ordering, receiving, inventory control, and vendor management.
• Ability to understand vehicle systems and communicate effectively with experienced technicians.
• Strong computer and data-entry skills.
• Excellent organizational skills and attention to detail.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced service environment.
• Ability to communicate professionally with customers, vendors, technicians, and management.
• Ability to physically receive, organize, and move typical automotive/heavy-duty parts and packages.

Strongly Preferred

• CDK experience.
• Previous Service Advisor or Service Writer experience.
• Heavy-duty truck, commercial fleet, municipal fleet, fire apparatus, ambulance, or emergency-vehicle experience.
• Experience working with OEM electronic parts catalogs and technical diagrams.
• Experience managing repair-order parts and purchase orders.
• Familiarity with warranty parts, cores, returns, and freight claims.