The Service Support role provides front office, branch administration, and Service department administration support for the Outlook Branch. This role helps keep daily branch activity organized while supporting the Service team with work orders, quotes, customer communication, payments, technician administration, and repair follow-up. The position is intended to strengthen local customer support, improve service workflow, and ensure branch-level administrative tasks are handled consistently and accurately.
Key Responsibilities
Service Work Order Support
Open work orders and maintain accurate customer, machine, payment, and job information.
Review work orders for tax, G/L coding, payment type, shop supplies, supporting notes, and required documentation.
Prepare completed work orders for review, invoicing, and closure.
Follow up with technicians or Parts when information is incomplete.
CMI and Repair Quote Support
Create CMI and repair quotes from iAuditor inspections & John Deere Expert Services.
Coordinate with parts to add parts and pricing to quote segments as required.
Clarify recommendations with technicians and prepare quotes for Service Manager review.
Track open quotes, customer approvals, and declined work for follow-up.
Assist with quote preparation by coordinating required parts, labour details, and customer-facing quote information for Service Manager review.
Customer and Front Counter Support
Answer phones, greet customers, receive payments, and direct customer needs to the appropriate department.
Provide repair status updates and coordinate completion or pickup communication.
Contact customers with outstanding accounts receivable monthly.
Maintain service-related customer profiles and Global Payments setup as required.
Technician and Service Management Support
Track vacation/stat information and on-call hours for technicians.
Process technician timecards daily to ensure accuracy.
Limited Branch Administration
Complete physical branch tasks including local mail pickup and occasional meeting or training setup.
Code payables and submit.
Greet showroom traffic and ensure they are being helped.
Manage the daily cash.
Process invoicing on trucking.
Ordering generic supplies for the building.
Pick up mail, organize daily mail bags, and send mail as needed.
Administer Outlook staff fund.
Qualifications and Attributes
Previous customer service or front counter experience is considered an asset.
Comfortable asking customers for payment and following up on outstanding balances in a professional manner.
Comfortable using technology, service systems, inspection tools, payment systems, and basic office software.
Professional, mature, and organized, with the ability to manage phone calls, showroom traffic, customer requests, and competing branch priorities.
