SV Field Service Advisor I

PRIMARY FUNCTION:

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.

ESSENTIAL DUTIES:

Customer Service

• 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.

It is extremely important that this schedule is always kept up to date.

Several people in the division work off the same schedule and it is used heavily in your absence to make sure nothing falls through the cracks.

• 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.

Make sure customers are aware of progress on their repairs and quotes.

Make sure customer is kept in the loop on additional repairs found during the jobs.

• 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 at all times to avoid miss- communications if customer calls in and you are not available.

• 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.

• Work as a liaison between service, sales and parts dept.

personnel when needed to promote a team effort for the Lift division.

Administrative

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

This includes, make, model, serial number, SMU, customer name and location, contact names and phone numbers.

All credit status must be checked prior to opening work orders and dispatching a technician to site.

• 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 per service dept.

policy.

COD authorization forms must be filled out and signed with a credit card prior to sending a technician to a COD customer location.

• Review daily "No Activity Work-In Process" report to maintain a minim...