Field Service Advisor

Pros Mechanics•4807 Beryl Road, NC

11d•Onsite

About The Position

We are seeking an experienced Field Service Advisor to serve as the primary liaison between customers, field technicians, and internal departments, ensuring exceptional service delivery for generator and power systems. This is an excellent opportunity for someone with strong technical knowledge of diesel-powered generators, industrial engines, and power generation equipment who thrives in a fast-paced, customer-facing environment.

Requirements

3+ years of experience as a Service Advisor, Service Coordinator, Field Service Coordinator, or Service Dispatcher within: Electric Power Generation (EPG) Heavy Equipment Construction Equipment Diesel Engines Industrial Equipment
Strong understanding of diesel engines, generators, transfer switches, and power generation systems.
Excellent customer service and communication skills.
Experience coordinating field technicians and managing service schedules.
Ability to prioritize multiple service requests in a fast-paced environment.
Strong computer skills with experience using service management software.
Experience preparing estimates, quotations, and repair orders.
Valid driver's license

Nice To Haves

Knowledge of warranty administration is considered an asset.

Responsibilities

Serve as the primary point of contact for customers requiring field service support for power generation equipment.
Coordinate and schedule Field Service Technicians based on customer priorities, technician availability, and geographic location.
Open, manage, and close work orders while ensuring accurate documentation and billing.
Communicate repair recommendations, estimates, and timelines with customers.
Monitor the progress of repairs and provide proactive status updates throughout the service process.
Coordinate emergency breakdown calls and prioritize critical customer needs.
Review technician service reports for accuracy and completeness.
Assist with warranty claims, service agreements, and preventive maintenance programs.
Collaborate with Parts, Service, and Sales departments to ensure efficient job completion.
Promote additional service opportunities, maintenance agreements, and equipment upgrades when appropriate.
Maintain a high level of customer satisfaction through professional communication and timely follow-up.