Field Sales Manager

BMH EQUIPMENT

About The Position

J.M. Equipment is looking for a Service Administrator to take incoming calls and help facilitate the dispatch of our service technicians to make needed repairs to equipment. In this role, it’s your responsibility to carefully listen to each caller, obtain vital information over the phone, take note of the schedules of technicians and swiftly respond to the request. You must ensure that a service team member attends to each customer, and you must keep organized notes or records of these calls in our database. Aside from dispatching, your other duties may include invoicing customers, formal and informal quoting, organizing of service calls and maintaining work in process. Provide administrative support to the Service Department to meet the highest industry standards.

Requirements

High School diploma or equivalent
Intermediate to Expert computer skills
Microsoft Outlook, Excel and Word
General knowledge of service area and surroundings, ability to read maps
Walk, stand, sit, bend, stoop, reach, push, pull, squat, kneel, twist
Lifting requirement to a maximum of 50 lbs.
Advanced customer service skills
Ability to multi-task
Highly Organized
Geographical knowledge of service area or map reading skills

Nice To Haves

Knowledge of industry is recommended but not required

Responsibilities

Answer incoming phone calls to schedule service appointments for customers
Gather detailed address information from customers and get a basic overview of the service issue. They then relate these details to the service crew that will answer the call. Prioritize service requests and schedule jobs accordingly to address the most urgent customer needs as quickly as possible
Use maps and GPS programs to plan routes for service crews, so they get to their destinations by the most efficient means possible. This involves staying up to date on construction, accidents, traffic, and other situations that may hinder service crews, and alerting crews to these issues
Answer incoming emails, skype or face time calls from service techs, who report when they arrive at and leave jobs, obtain status of jobs and log this information into the dispatch system. This includes addressing any emergency situations service techs may encounter and relaying information to management or other departments as needed
Answer customer questions, address customer problems and provide requested documentation
Maintain the Service Technicians’ daily schedules and dispatch the technicians as service calls are completed. Communicate with other departments and schedule return trips with customers when parts are in. Maintain the on-call schedule for service technicians. Maintain customer database with current information. Clear and concise communications with department managers, employees and company customers, including keeping customers appraised as to company schedule and requested lead-times. Prepare service invoices and timecards for processing
Schedule and coordinate all service calls as calls are received
Create dispatch ticket for all service calls
Dispatch Service Technicians, one call at a time
Schedule Service Technicians at the end of each day from home to first call
Debrief Service Technicians after completion of each call
Respond to all messages left overnight and weekends/holidays
Maintain the dispatch screen / schedule
Forecast workload for 2 – 3 days out
Contact customers with a “Parts Pending” status as parts are received for scheduling
Follow up on all pending and recommended work with customers utilizing our CSS representatives if needed
Maintain the PM agreements, including billing, scheduling, and staging of materials, database information, customer hard files and renewals
Respond to all inquiries by Sales Department or other internal staff regarding customer job status
Reporting of all repeat jobs and failed truck information to Service Manager
Facilitate the ordering of parts for special orders and approved quotes.
Update customer files as information is received from installation. (Extended warranties, equipment info, new customer contacts, etc.)
Type service quotes for customers as needed
Maintain on call schedule, to include 1st on call and standby technician
Maintain customer history files in database
File service orders
Prepare paperwork for all manufacture warranty parts including holding technicians accountable to provide needed information to properly file for warranty claims
Facilitate return of warranty parts and ensure proper documentation of warranty parts storage
Maintain service work in process with an eye on aging
Compare service time cards and work orders to service schedule
Compare timecards to GPS Report
Check service timecards for accuracy
Other duties as assigned