Service Advisor I

Gregory Poole Equipment Company•Chesapeake, VA

8d•Onsite

About The Position

This position is assigned as a resident service advisor at a customer site. The Service Advisor quotes and schedules repair jobs efficiently and professionally and provides technical support through prompt, accurate, and courteous communications with internal and external customers to support customer satisfaction. The role handles customer service, service-work-order administration, technical coordination, and leadership activities for Shop and Field Service operations. The advisor accepts and coordinates service inquiries, schedules technician work, monitors repairs and customer commitments, and communicates changes or additional repair needs. Administrative duties include opening, reviewing, and processing work orders; coordinating and approving quotes; handling time discrepancies; monitoring work in process; maintaining the Shop Tool Room; and investigating and authorizing credits within the applicable authority and parameters. The role also assists technicians with troubleshooting, coordinates with the Factory when needed, and maintains the Lift Service Department Library. The Service Advisor is expected to demonstrate positive, productive, and mature work ethics; serve as a fair team leader; investigate rework situations constructively; and work with the Group Leader on written support and presentations for Technician performance reviews and career-path coaching. The position is required to be on site at a government business and requires passing an extensive government background check and receiving approval for a customer facility access badge.

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 experience in a similar administrative/advisor-related position.
Able to work for long periods while seated.
Able to communicate clearly with internal and external customers by phone or in person.
Outstanding customer-relations skills and a pleasant personality.
PC literate, with advanced skills in Microsoft applications and database management.
Able to pass an extensive government background check and approval process for a customer facility access badge.

Responsibilities

Accept and coordinate customer inquiries and requests for machine repair or service by phone, walk-in, or mail.
Use a visual format to schedule Service Technician repairs and provide assignments and direction to support efficiency, quality, and timely customer commitments.
Advise the Group Leader of significant activity, potential customer concerns, major workload shifts, and delays.
Monitor ongoing jobs, obtain approval for additional repairs, inform customers of significant repair-process changes or delays, and communicate authorized repairs to technicians.
Investigate customer concerns, research and provide justification materials when required, and promptly communicate findings to necessary personnel.
Open Service work orders with complete and accurate information for technicians in a timely manner.
Process technician work orders and paperwork, 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 billable 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 the quoting process for Shop-related requests and prepare, review, and approve quotes for professionalism and timeliness.
Maintain Shop Tool Room check-in and check-out procedures, a tooling wish list, and technician repair assignments; advise the Group Leader of immediate purchasing needs.
Investigate and authorize credits within the authority and parameters established by the Credit Department.
Provide technical troubleshooting and diagnosis assistance to Shop and Field Service personnel and coordinate assistance with the Factory as needed.
Maintain the Lift Service Department Library, including receiving and filing new Technical Bulletins, coordinating distribution of information to technicians, and managing library-material check-in and check-out.
Maintain positive, productive, and mature work ethics and set a fair and equal example as a team leader.
Investigate rework-related situations and communicate constructively with the technicians involved.
Work with the Group Leader to provide written support and presentations for Technician performance reviews and coaching toward career paths within Company Policy guidelines.
Work on site at a government business and meet the required background-check and customer-facility access-badge approval process.