Field Service Advisor

Blanchard Machinery Company•Summerville, SC

About The Position

The Field Service Advisor educates dealership customers about available services and benefits to generate additional revenue while providing exceptional customer service, proactive communication, and status updates throughout the service process. The role serves as the main point of contact for retail customer service opportunities, coordinates customer needs with the Shop Supervisor and other internal teams, and ensures service information and customer interactions are accurately documented. The advisor identifies additional service and equipment opportunities, supports service work-order research and quote preparation, communicates progress and changes, manages payment and invoice processes, and resolves customer complaints. The position also supports a safe, positive work environment and the company’s vision, mission, and values. The work environment includes indoor work and work in non-climate-controlled conditions throughout the year. The role requires physical presence at the job location and use of a computer and other technology.

Requirements

High school diploma required.
Ability to work positively, professionally, and effectively with employees at all levels, management, and customers.
Ability to adapt to changing priorities, meet deadlines, and work well under pressure.
Customer-centric mindset and ability to build strong relationships.
Excellent interpersonal, written, and oral communication skills.
Strong work ethic and self-starter; able to manage multiple tasks and priorities and adapt to change.
Professional and friendly attitude, with the ability to quickly build rapport with customers over the phone and in person.
Ability to learn and navigate new software quickly.
Personal commitment to continuous improvement and service excellence.
Ability to work independently with limited supervision.
Ability to stand, stoop, squat, push, pull, twist, turn, and lift.
Ability to see, read, and write, and to be physically present at the job location.
Ability to use a computer and other technology to complete job responsibilities.

Nice To Haves

Associate or bachelor’s degree in a business-related field preferred.
Experience in the diesel or construction equipment field preferred.

Responsibilities

Serve as the main point of contact and intake for retail customer service opportunities, providing friendly, professional, accurate, and timely communication and setting appropriate service expectations.
Coordinate customer needs and expectations with the Shop Supervisor and other appropriate team members.
Create service tickets and maintain accurate, timely documentation in ServiceLink and Modern so service teams are informed and customer interactions are visible.
Identify customer needs and additional service revenue opportunities; recommend services, attachments, and equipment options that may improve machine uptime or extend machine life.
Research customer service history, identify parts and pricing for service work orders, and provide information to the Shop Supervisor for quote review and completion.
Proactively contact customers with service progress, CAT inspect or troubleshooting findings, quote impacts or changes, and updates to promised completion dates using appropriate communication methods and frequency.
Set expectations for final invoice amounts and email customers a copy of the invoice for review before machine pickup.
Take and process customer payments.
Manage customer complaints and concerns and ensure satisfactory resolution to support customer retention.
Contribute to a positive work environment and promote the company’s vision, mission, and values.
Complete work safely and promote a safe and healthy work environment.
Perform other duties as assigned.