Service Advisor I

Gregory Poole Equipment Company•Hanahan, SC

About The Position

This position is responsible for the quoting and scheduling of all Shop repair jobs in an efficient and professional manner to the technicians while providing technical support through prompt accurate and courteous communications to all Internal Technicians and External Customers to achieve the best customer satisfaction possible.

Requirements

High School graduate with a minimum of 6 years mechanical experience and excellent communication skills. Two year technical school graduate with approximately 3 years of similar experience.

Responsibilities

Accepts and coordinates customer inquiries and requests (phone, walk-in or mail) for machine repair/service.
Utilize a Visual format to schedule all repairs by Shop Service Technicians providing assignment and direction to ensure efficiency, quality, and timeliness in meeting customer commitments.
Advise your Group Leader of any significant activity or potential customer concerns, major shifts in workloads, or time delays.
Monitor the status of ongoing jobs to provide the following communications:
Obtain approval for additional repairs found
Advise the customer of any significant changes in the repair process or delays in scheduled commitments.
Communicate the authorized repairs back to the Technician and coordinate repair.
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.
Open all Shop Service work orders, providing complete and accurate information for Technicians in a timely manner.
Process all work orders and paperwork generated by the Shop Technicians in a timely fashion completing the following tasks:
Review and approve all Shop work orders before forwarding to Service Clerks for closing on a daily basis.
Review and Approve all Shop work orders for timeliness and accuracy establishing a fair value for time entries to be billed to the customer.
Update work orders with an appropriate segment, job and component code, and adequate maintenance notes to support necessary repairs.
Ensure that all Warranty W/O’s are closed within 5 days of the last date of labor.
Review, investigate, and approve all time collection discrepancies for Shop personnel.
Review monthly the No Activity Work-in-Process report to maintain a minimum of 90% of all Shop work orders within a 10-day window.
Coordinate the quoting process for all Shop related requests. Prepare, review and approve all quotes to insure professionalism and timeliness.
Maintain the Shop Tool Room in the following manner:
Ensure a consistent check-in and check-out procedure is followed.
Maintain a wish list of requested tooling.
Advise Group Leader of immediate needs for approval to purchase.
Delegate needed repairs to appropriate service Technician for repairs.
Investigate and authorize credit based on authority and parameters set by the Credit Department.
Provide Technical Troubleshooting and Diagnosis assistance to all Shop and Field Service personnel and coordinate assistance with the Factory as required.
Maintain the Industrial Service Dept. Library by the following:
-Receive and insert all new Technical Bulletins in master catalogs
-Coordinate the mailing out of necessary information to Industrial Technicians as described in routing guide.
-Maintain a check-in and check-out process of Library materials
Consistently maintain positive, productive, and mature work ethics.
Set examples for others to follow by demonstrating a conscientious effort to perform as a team leader, treating all in a fair and equal manner.
Investigate rework related situations and communicate back to the Technicians involved the outcome in a positive way to promote learning and/or diciplinary actions.
Works with Group Leader as a team to provide written support and presentation of Performance Reviews to each Shop Technician in a manner to provide coaching toward established career paths within the Company Policy guidelines.