Field Service Advisor

Gregory Poole Equipment Company•Raleigh, NC

5d•Onsite

About The Position

This position will be assigned as a service advisor for our Lift Systems Division. Address of this location is 2620 Discovery Dr. in Raleigh NC. Responsibilities include quoting and scheduling repair jobs in an efficient and professional manner and providing technical support through prompt, accurate and courteous communications to all internal and external customers to achieve the best customer satisfaction possible. English/Spanish bilingual preferred not required

Requirements

High School graduate with 4 years’ experience in a similar administrative/advisor related position; or a two-year college with 2 years’ experience in a similar administrative/advisor related position.
Must be able to work for long periods while seated. Must have the ability to clearly communicate with internal/external customers on the phone or in person. Outstanding customer relations and pleasant personality is a must.
Must be PC literate with advanced skills in Microsoft applications, as well as data base management.

Nice To Haves

English/Spanish bilingual preferred not required

Responsibilities

Accept and coordinate customer inquiries and requests (phone, walk-in or mail) for machine repair/service.
Utilize a Visual format to schedule all repairs by Service Technicians providing assignments and direction to ensure efficiency, quality, and timeliness in meeting customer commitments.
Advise Group Leader of any significant activity or potential customer concerns, major shifts in workloads, or time delays.
Monitor the status of ongoing jobs to provide the following communications:
Obtain approval for additional repairs found
Advise the customer of any significant changes in the repair process or delays in scheduled commitments.
Communicate the authorized repairs back to the Technician and coordinate repair.
Promote external and internal customer relations and good will by investigating customer concerns, researching and providing justification material when required, and communicating those findings promptly to all necessary personnel.
Open all Service work orders, providing complete and accurate information for Technicians in a timely manner.
Process all work orders and paperwork generated by the Technicians in a timely fashion completing the following tasks:
Review and approve all work orders before forwarding to Service Administrators for closing daily.
Review and approve all work orders for timeliness and accuracy establishing a fair value for time entries to be billed to the customer.
Update work orders with an appropriate segment, job and component code, and adequate maintenance notes to support necessary repairs.
Ensure that all Warranty W/O’s are closed within 5 days of the last date of labor.
Review, investigate, and approve all time collection discrepancies for Shop personnel.
Review monthly the No Activity Work-in-Process report to maintain a minimum of 90% of all Shop work orders within a 10-day window.
Coordinate the quoting process for all Shop related requests. Prepare, review and approve all quotes to insure professionalism and timeliness.
Consistently maintain positive, productive, and mature work ethics.
Set examples for others to follow by demonstrating a conscientious effort to perform as a team leader, treating all in a fair and equal manner.
Works with Group Leader as a team to provide written support and presentation of Performance Reviews to each Technician to provide coaching toward established career paths within the Company Policy guidelines.