Field Service Advisor

PRIMARY FUNCTION:

Responsible for assisting the Field Service Manager in the scheduling of all the 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.

ESSENTIAL DUTIES:

Customer Service

• Assists the Field Service Manager in accepting and coordinating customer inquiries and requests for machine repair/service.
• Utilizes a Visual format to schedule all repairs by Field Service Technicians providing assignments and direction.
• Schedule service calls to Field Service Technicians providing direction to minimize needless travel and maximize efficiency.
• Perform follow-up phone calls to customers when necessary to support our 4-hour response time commitment.
• Monitor pending jobs to ensure promptness in completing job assignments and adequate communication to the customer.
• Schedule PM assignments to Field Service Technicians providing direction to minimize needless travel, maximize efficiency, and achieve 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 goodwill by investigating customer concerns, researching and providing justification material when required, and communicating those findings promptly to all necessary personnel.

Administrative

• Opens all Field Service work orders providing complete and accurate information for Technicians in a timely manner.
• Process all paperwork generated by the Field Service Team in a timely fashion completing the following tasks.
• Investigate and authorize credit based on authority and parameters set by the Credit Department
• Review monthly the No Activity Work-in-Progress report to maintain a minimum of 90% of all F/S work orders within a ten-day window.
• Coordinate the quoting process for all Field Service-related requests. Review and approve all quotes to ensure professionalism and timeliness.
• Coordinate a Van Inspection Program to ensure all vehicles are maintained in a clean, safe and efficient operating condition.
• Coordinate all F/S Van repair needs ensuring that appropriate repair options are investigated and pursued to minimize downtime and expenses.

Technical

• Provide technical support to the Technicians through coaching, researching, and providing direction to assist in the resolution of technical problems.
• Coordinate complex technical or factory contacts through your Group Leader or Technical Communicator

Supervision

• Set examples for others to follow to follow by demonstrating a conscientious effort to perform as a team leader, treating all in a fair and equal manner.
• Works with Group Leaders as a team to provide written support for the Performance Reviews to each F/S Technician.

MINIMUM REQUIREMENTS:

Education:

High School graduate or technical school graduate

Work Experience:

3-6 years' experience

Other: Excellent communication skills

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources Manager approval.