SV Field Service Advisor

SV Field Service Advisor

Mebane, NC, USA Req #1446

Thursday, November 7, 2024

SV FIELD SERVICE ADVISOR

PRIMARY FUNCTION:

This position will be assigned as a resident service advisor at a customer site.

Responsibilities include quoting and scheduling repair jobs in an efficient and professional manner and 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

• Accept and coordinate customer inquiries and requests (phone, walk-in or mail) for machine repair/service.

• Utilize a Visual format to schedule all repairs by Service Technicians providing assignments and direction to ensure efficiency, quality, and timeliness in meeting customer commitments.

• Advise Group Leader of any significant activity or potential customer concerns, major shifts in work loads, or time delays.

• Monitor the status of ongoing jobs to provide the following communications:

o Obtain approval for additional repairs found

o Advise the customer of any significant changes in the repair process or delays in scheduled commitments.

o 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.

Administrative

• Open all Service work orders, providing complete and accurate information for Technicians in a timely manner.

• Process all work orders and paperwork generated by the Technicians in a timely fashion completing the following tasks:

o Review and approve all work orders before forwarding to Service Administrators for closing daily.

o Review and approve all work orders for timeliness and accuracy establishing a fair value for time entries to be billed to the customer.

o Update work orders with an appropriate segment, job and component code, and adequate maintenance notes to support necessary repairs.

o 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:

o Ensure a consistent check-in and check-out procedure is followed.

o Maintain a wish list of requested tooling.

o Advise Group Leader of immediate needs for approval to purchase.

o Delegate needed repairs to appropriate service Technician for repairs.

• Investigate and authorize credit based on authority and parameters set by...