SV Field Service Advisor I

Gregory Poole Equipment Company • Rocky Mount, NC

114d

About The Position

Responsible for assisting the 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 with at least 4 years’ experience in a similar administrative/advisor related position and 4 years equipment maintenance experience; or a two-year college with 2 years’ experience in a similar administrative/advisor related position and 4 years’ equipment maintenance experience.
• Must be at the Master Technician level or have 2 years’ experience at the Service Advisor I level.
• Outstanding customer relations and pleasant personality is a must.
• Needs intermediate mechanical and product knowledge.
• Must be PC literate with advanced skills in Microsoft applications.
• Excellent organizational skills are needed.

Responsibilities

• Assists the 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.
• 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 workload, or time delays.
• Promote external and internal customer relations and good will by investigating customer concerns and communicating findings promptly.
• Work as a liaison between service, sales and parts dept. personnel when needed.
• Opens all Field Service work orders providing complete and accurate information for Technicians.
• Process all paperwork generated by the Field Service Team in a timely fashion.
• Investigate and authorize credit based on authority and parameters set by the Credit Department.
• 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 basis and labor is approved.
• Coordinate quotes with the appropriate PSSR for all Field Service-related requests.
• Coordinate a Van Inspection Program to ensure all vehicle are maintained in a clean, safe and efficient operating condition.
• Coordinate all F/S Van repair needs ensuring that appropriate repair options are investigated.
• Coordinate field service van inventories twice a year to ensure proper consignments are on the vehicles.
• Provide basic technical support to the Technicians through coaching and researching.
• Coordinate all complex technical or factory contacts through Technical Communicator.
• Set examples for others to follow by demonstrating a conscientious effort to perform as a team leader.
• Works with Group Leaders as a team to provide written support for the Performance Reviews to each F/S Technician.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees