Service Advisor I

Gregory Poole•Chesapeake, VA

7d•Onsite

About The Position

The Service Advisor I is assigned as a resident service advisor at a customer site. The position quotes and schedules repair jobs efficiently and professionally, and provides prompt, accurate, and courteous technical support and communications to internal and external customers to support customer satisfaction. The advisor coordinates customer requests, schedules and monitors repairs, communicates changes and obtains approvals, and supports technicians with repair coordination and troubleshooting. The role also manages service work orders and related paperwork, reviews labor entries and job documentation, coordinates quotes, maintains shop-tool and technical-library processes, and investigates customer concerns and credit requests within authorized parameters. The Service Advisor works with the Group Leader and technicians to support productive teamwork, address rework, and contribute to technician coaching and performance reviews. The position requires onsite work at a government business and successful completion of the government background check and customer-facility badge approval process.

Requirements

High school graduate with four years of experience in a similar administrative/advisor-related position, or a two-year college education with two years of such experience.
Able to work for long periods while seated.
Able to communicate clearly with internal and external customers by phone and in person.
Outstanding customer relations skills and a pleasant personality.
PC literacy and advanced skills in Microsoft applications and database management.
Must work onsite at a government business.
Must pass an extensive government background check and customer-facility access badge approval process.

Responsibilities

Accept and coordinate customer inquiries and requests by phone, walk-in, or mail for machine repair and service.
Schedule Service Technician repairs using a Visual format, providing assignments and direction to support efficient, quality, and timely work.
Advise the Group Leader of significant activity, potential customer concerns, major workload changes, and delays.
Monitor ongoing jobs, obtain customer approval for additional repairs, communicate changes or delays, and relay authorized repairs to technicians.
Investigate customer concerns, research and provide supporting information when needed, and communicate findings to relevant personnel.
Open service work orders with complete and accurate information for technicians.
Process technician work orders and paperwork promptly, reviewing and approving work orders before forwarding them to Service Administrators for daily closing.
Review work orders for timeliness and accuracy and establish fair values for customer-billed time entries.
Update work orders with appropriate segment, job, and component codes and maintenance notes supporting necessary repairs.
Ensure warranty work orders are closed within five days of the last labor date.
Review, investigate, and approve shop personnel time-collection discrepancies.
Review the monthly No Activity Work-in-Process report and maintain at least 90% of shop work orders within a 10-day window.
Coordinate, prepare, review, and approve quotes for shop-related requests to ensure professionalism and timeliness.
Maintain the Shop Tool Room check-in/check-out procedure and requested-tooling wish list, advise the Group Leader of immediate purchase needs, and delegate needed tool repairs to technicians.
Investigate and authorize credit within the authority and parameters established by the Credit Department.
Provide technical troubleshooting and diagnosis assistance to shop and field service personnel, coordinating with the factory when needed.
Maintain the Lift Service Department library by adding technical bulletins, coordinating distribution of information to technicians, and managing library-material check-in/check-out.
Maintain positive, productive, and mature work ethics and demonstrate fair, conscientious teamwork.
Investigate rework situations and communicate with the technicians involved in a positive manner.
Work with the Group Leader to provide written support for and present technician performance reviews, coaching technicians toward established career paths within company policy.