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Service Advisor/Manager- Apparatus & Ambulance Division Jefferson Fire & Safety - 5.0 Middleton, WI Job Details Full-time 1 day ago Benefits Health insurance 401(k) Paid time off 401(k) matching Retirement plan Qualifications Customer communication Automotive electrical systems Electrical generators Lighting systems In-person customer service Equipment troubleshooting Auto service management Emergency power systems Driver's License Suspension Troubleshooting hydraulic systems Task prioritization Mechanical pump maintenance Water systems Water pump maintenance Pneumatic systems Electrical maintenance Air brake Vehicle systems Transmissions Diesel engine repair Time management Full Job Description Jefferson Fire & Safety is seeking an experienced Service Advisor / Manager to oversee the daily service operations of our Apparatus and Ambulance Division. This position requires a strong working knowledge of fire apparatus, emergency vehicles, and their associated mechanical and electrical systems . The Service Advisor / Manager must be able to understand customer concerns, communicate effectively with service technicians, assist with troubleshooting and repair planning, coordinate parts and warranty needs, and clearly explain service recommendations to customers. This individual will serve as the primary link between customers, technicians, parts personnel, manufacturers, vendors, and management while ensuring service work is properly scheduled, documented, completed, and invoiced. Required Apparatus Knowledge The successful candidate should have hands-on or service-management experience involving fire apparatus and be familiar with systems including: Fire pumps, pump controls, valves, plumbing, and related water-delivery systems Aerial ladders, platforms, and hydraulic systems Diesel engines, transmissions, drivetrains, and chassis systems Air brake and suspension systems 12-volt and multiplex electrical systems Emergency lighting, sirens, scene lighting, and warning systems Generators, inverters, shore power, and charging systems Foam systems and related controls Hydraulic and pneumatic systems Apparatus preventive maintenance and inspection requirements Common fire apparatus manufacturers, components, and replacement parts Understanding of out-of-service conditions and the operational importance of emergency vehicle repairs Knowledge of ambulance electrical, HVAC, charging, module, and related emergency-vehicle systems is also beneficial. Primary Responsibilities Serve as a primary point of contact for apparatus and ambulance service customers. Discuss vehicle concerns with customers and gather accurate information regarding failures, symptoms, and service needs. Use apparatus knowledge to assist technicians with service planning and repair coordination. Review technician findings and help determine appropriate repair recommendations. Prepare estimates and communicate repair needs, costs, and timelines to customers. Obtain customer authorization before additional work is performed when required. Coordinate and prioritize technician workload based on urgency, vehicle status, parts availability, and customer needs. Closely monitor emergency vehicles that are out of service and ensure those repairs receive appropriate attention. Review open work orders daily and ensure jobs continue moving toward completion. Coordinate parts, manufacturer technical support, outside services, and warranty repairs. Review completed work orders for accurate labor, parts, technician notes, and billing. Ensure repairs are properly documented before vehicles are returned to customers. Assist with quality-control inspections and road tests when appropriate. Communicate delays, parts issues, or changes in repair scope promptly to customers. Help identify training, staffing, tooling, and equipment needs within the department. Leadership Responsibilities Establish clear daily priorities for apparatus and ambulance technicians. Provide technical and operational guidance when appropriate. Hold technicians accountable for accurate timekeeping and work-order documentation. Monitor technician productivity, efficiency, and workload. Promote communication between Service, Parts, Sales, and Administration. Assist in resolving difficult customer or technical issues. Identify opportunities to improve department efficiency and profitability. Maintain a professional, organized, safety-focused service environment. Qualifications Required Strong working knowledge of fire apparatus and emergency vehicle systems. Previous experience working with fire apparatus, heavy-duty emergency vehicles, fleet maintenance, or a closely related field. Ability to understand and discuss mechanical, electrical, hydraulic, and pump-related repairs. Ability to review technician findings and communicate technical information clearly to customers. Strong organizational and time-management skills. Ability to manage multiple active repairs and customer priorities simultaneously. Excellent written and verbal communication skills. Strong customer-service and problem-solving abilities. Valid driver's license and acceptable driving record. Preferred Previous experience as a fire apparatus technician, service advisor, shop foreman, fleet manager, or service manager. Experience with fire pumps, aerial devices, multiplex electrical systems, diesel chassis, and emergency lighting systems. EVT certifications or equivalent technical training. ASE or heavy-duty truck certifications. Experience working directly with apparatus manufacturers and component vendors. Familiarity with warranty claims and manufacturer technical-support processes. Performance Expectations Success in this position will be measured by: Knowledgeable and professional customer communication Efficient movement of apparatus through the service department Accurate estimates and work orders Technician productivity and workload management Timely completion of emergency and out-of-service repairs Reduction of unnecessary downtime Accurate warranty documentation Effective coordination of parts and outside services Customer satisfaction Department profitability and control of unbilled labor Position Objective The Service Advisor / Manager must be capable of understanding both the technical side of fire apparatus repair and the customer-service side of the business . This person should be able to look at an open service job and understand what the apparatus is in for, what systems are affected, what technician is working on it, what parts are needed, what approvals are outstanding, and what is preventing the vehicle from returning to service. The overall goal is to ensure every apparatus or ambulance moves efficiently from: Customer Concern → Diagnosis → Estimate → Authorization → Repair → Quality Control → Invoicing →

Customer Delivery Benefits:

401(k) 401(k) matching Health insurance Paid time off Retirement plan

Work Location:

In person