Service Advisor - Warranties and Condition Monitoring

About the role

FT Farfan Limited is looking for a Service Advisor to maintain an effective and proactive service schedule for its heavy equipment service department. The role focuses on warranty management and condition monitoring, with the aim of keeping the department running efficiently and delivering high customer satisfaction.

Key responsibilities

• Ensure all service calls are opened and jobs scheduled, and that billing is completed within the agreed timeframe, with a focus on warranty jobs
• Complete and send quotations to customers within 24 hours of technical assessments where needed
• Manage and process warranty claims in line with manufacturer and company policies, coordinating with technicians, customers and suppliers for documentation
• Track warranty claim status and communicate with stakeholders until resolved
• Maintain accurate records of warranty transactions, including repairs, replacements and credits, and audit claims for accuracy
• Train and support service teams on warranty policies and monitor changes to supplier warranty processes
• Monitor equipment condition with diagnostic tools and software, analyse trends and prepare equipment health reports with maintenance recommendations
• Work with the maintenance team to schedule preventive maintenance and repair, update JCB and other supplier records, and help ensure technicians complete their training
• Follow Health, Safety and Environmental (HSE) policies and perform other related duties

Required profile

• Diploma in Business Management with a technical qualification
• At least 5 years' experience in a similar role; experience without formal qualifications may be considered
• At least 3 years of supervisory experience with a strong record of customer service

Required skills

• Proficiency in the Microsoft suite of products
• Excellent interpersonal, organisational and communication skills, both oral and written
• Ability to work in a fast-paced environment with minimal supervision