Field Service Advisor

PRIMARY FUNCTION:

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.

ESSENTIAL DUTIES

Customer Service

• 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 repairs.
• 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.

Minimum Requirements:

Education

• 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.

Work Experience

• See above

Physical

• Must be able to work for long periods while seated.
• Must have the ability to clearly communicate with internal/external customers on the phone or in person; Outstanding customer relations and pleasant personality is a must.
• Must be PC literate with advanced skills in Microsoft applications, as well as database management.

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 approval.