Field Service Advisor

Gregory Poole•Garner, NC

20d•Onsite

About The Position

Responsible for assisting the Field Service Manager in the scheduling of Field Service Technicians while providing technical support through prompt, accurate, and courteous communications to all Internal and External Customers to achieve the best customer satisfaction possible. Will be expected to provide emergency support, after hours, at least 7 days a month for technicians and customers.

Requirements

High School graduate or technical school graduate
3-6 years experience in this field or similar field with technical background.
Must be able to sit for extended periods of time in front of computer to handle dispatching and calls.
Excellent communication skills and phone skills are needed.
Excellent organizational skills are needed.

Responsibilities

Assists the Field Service Manager in accepting and coordinating customer inquiries and requests for generator and switchgear repair/services.
Utilizes W-6 scheduling tool for documentation of all repair calls that come in from internal and external customers.
Schedule service calls to Field Service Technicians providing direction to minimize needless travel and maximize efficiencies in the field.
Perform follow-up phone calls to customers when necessary to support our 2-hour response time commitment.
Make sure customers are aware of progress on their repairs and quotes.
Make sure customer is kept in the loop on additional repairs found during the jobs.
Monitor pending jobs to ensure promptness in completing job assignments and adequate communication to the customer.
Schedule PM Assignment to Field Service Technicians providing direction to minimize needless travel, maximizes efficiency, and achieves a 90% completion.
Advise your Group Leader of any significant activity or potential customer concerns, major shifts in work load, or time delays at all times to avoid miss-communications if customer calls in and you are not available.
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.
Work as a liaison between service, sales and parts dept. personnel when needed to promote a team effort for the EPG division.
Opens all Field Service work orders providing complete and accurate information for Technicians in a timely manner.
Process all paperwork generated by the Field Service Team in a timely fashion.
Review daily “No Activity Work-In Process” report to maintain a minimum of 90% of all F/S work orders within a 10 day window.
Ensure all technicians paperwork and labor entry is completed on a daily bases and labor is approved.
Coordinate quotes with the appropriate PSSR for all Field Service related requests.
Review quoted jobs in your territory with the assigned PSSR to insure complete understanding of what the quote in tales and to make sure we have complete professionalism and timeless in carrying out the repairs.
Coordinate a Van Inspection Program to insure all vehicle are maintained in a clean, safe and efficient operating condition.
Coordinate all F/S Van repair needs insuring that appropriate repair options are investigated and pursued to minimize down-time and expenses keeping service operations manager aware of all repairs needed.
Coordinate field service van inventories twice a year to ensure proper consignments are on the vehicles rotating off parts that are un-used during the year to reduce dead stock issues on inventory.
Provide basic technical support to the Technicians through coaching, researching or providing direction to the EPG Technical Communicator to assist in the resolution of technical problems.
Coordinate all complex technical or factory contacts through Technical Communicator.
Set examples for others to follow to follow by demonstrating a conscientious effort to perform as a team leader, treating all in a fair and equal manner.
Works with Group Leaders as a team to provide written support for the Performance Reviews to each F/S Technician.
Must be available or accessible the majority of the time unless you are specifically on vacation time from the office.
This position requires to be on call at least 7 days a month after and before our normal working hours of Gregory Poole Power Systems.
On occasions during severe weather or unusual conditions the EPG service team responds to emergency service situations and may be on call for extended periods of time.