Field Service Advisor

Fraza / Vitan Equipment•Plymouth, MI

About The Position

The Field Service Advisor manages and directs the field service technicians’ service business and coordinates with other departments to support customers and employees. The role provides customer service and follow-up, manages communication throughout work orders, schedules service work and technician workloads, oversees work orders and billing handoffs, and uses service KPIs to manage team performance. It also involves quoting service repair jobs through Salesforce and monitoring quoted work for cost and timing.

Requirements

High school diploma.
Excellent communication and interpersonal skills, including the ability to handle sensitive issues, develop others, or persuade people inside and outside the department to take specific actions.
Strong organizational skills and ability to multitask.
Excellent customer service skills.
Excellent computer skills and a strong understanding of Microsoft tools.

Responsibilities

Provide excellent customer service and follow-up.
Communicate with customers throughout the work order, keeping them informed of potential problems, delays, and increases in quoted amounts.
Schedule and coordinate service work for the team while managing technicians’ workloads.
Schedule field service technicians to make the most efficient use of their time.
Approve work orders and send them to the service billing coordinator for processing.
Understand service KPIs and use them to manage team performance.
Quote service repair jobs submitted by technicians through Salesforce (CRM), check on quotes, and ensure quoted jobs are completed within the quoted amount and promised time.
Coordinate activities and ensure cooperation with other departments to serve customers and employees.
Perform other duties assigned by management professionally and efficiently.