Service Advisor

SMS Equipment is seeking a detail-oriented and proactive Service Advisor to join our team. In this role, you’ll be responsible for the work order process and efficiently triaging customer calls. This position requires strong organizational skills, exceptional communication abilities, and a customer centric approach. The Service Advisor will collaborate with various internal and external stakeholders to ensure smooth workflow and exceptional service delivery.

Work Location: Edmonton, AB.
Salary: $90,000 - $110,000 annually.
Work Arrangement: Fixed on site – working 5 days per week from the office.
Schedule: Monday to Friday.

What You'll Do

• Manage end‑to‑end work order processing, including receiving, reviewing, prioritizing, and assigning work orders.


• Schedule and dispatch technicians efficiently, considering skills, availability, geography, and workload balance.


• Maintain accurate databases and logs for customer equipment, technician schedules, service activities, and geographic details.


• Coordinate customer calls, inquiries, updates, and internal/external quoting and estimating requests.


• Ensure required parts and materials are available by coordinating with the parts department.


• Monitor and proactively identify service issues, escalating to appropriate teams for timely resolution.


• Generate reports and analyze service data to identify trends, efficiencies, and areas for improvement.


• Collaborate with internal teams and external partners, including manufacturers, to support communication, warranty resolution, and OEM research.


• Deliver exceptional customer service by building strong relationships, communicating clearly, and addressing concerns promptly.


• Maintain strong technical knowledge, support team members, and engage in ongoing learning and development to improve service delivery.

What You Bring

The ideal candidate will have a Heay Equipment Technician, Automotive Technician or Parts Technician certificate and at least 5 years of related customer service or coordination experience preferably in the heavy equipment or automotive industry. Equivalent combinations of education and/or experience will be considered. Additional qualifications include:

• Business Administration certificate considered an asset.


• Proficient with computer systems, databases, workflow tools, and MS Office (Excel, Word, Outlook).


• Strong verbal and written communication skills with the ability to provide clear, empathetic customer support.


• Excellent organization and time‑management skills with strong attention to detail in documentation.


• Proven problem‑solving abilities, including identifying root causes and escalating issues appropriately.


• Customer‑focused mindset with patience, empathy, and the ability to stay calm under pressure.


• Collaborative team player able to work cross‑functionally and support smooth workflow processes.


• Flexible and adaptable to changing priorities, new systems, urgent situations, and evolving processes; basic data analysis/reporting skills and professionalism required.

This position is classified as an Individual Contributor role in SMS Equipment’s competency framework, requiring demonstration of core competencies (customer focus, collaboration, and technical/functional expertise).

At SMS Equipment, safety is one of our core values and we care for each other, without exception. Our successful candidate is intrinsically motivated and committed to making safe choices when completing all tasks. 

Pre-Employment Requirements

 Candidates may be required to complete:

• Education and credential verification, if applicable

This posting is for an existing vacancy within SMS Equipment. Applications will be accepted until a suitable candidate is hired. 

We thank all applicants for their interest. Only those selected to proceed to the next stage of the recruitment process will be contacted.

At SMS Equipment, the right partnership makes everything possible. We’re committed to building a diverse and inclusive team and encourage applications from all qualified individuals. Join us and bring your expertise to an organization that values safety, authenticity, innovation, performance, and respect.

SMS Equipment offers rewarding careers in the heavy equipment industry across Canada. As the largest Komatsu dealer in North America, SMS Equipment gives you the opportunity to represent world-class quality in our product offerings and customer service. A few of the many benefits of working with SMS Equipment include competitive wages, comprehensive group benefits plan, and RRSP matching.