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SV Service Advisor I

3 months ago

Mebane, North Carolina, United States Gregory Poole Equipment Company Full time
SERVICE ADVISOR I - FIELD SERVICE

PRIMARY FUNCTION:


Oversees the bus mobile field service operation, to include but not limited to, opening and reviewing service calls and related segments, creating customer repair quotes, coordinating parts and materials for repairs, coordinating customer service requests, coordinating recall and service bulletin requirements, creating purchase orders, processing vendor invoices for payment, processing customer warranty requests, and generating periodic performance reports.


ESSENTIAL DUTIES:

  • Coordinates customer requests for mobile field service support. Uses GPAX Scheduler to track technician assignments and repair activities.
  • Generates and follows up on customer repair quotes. When approved, schedules repair in a timely manner.
  • Uses GPAX to open service calls, to include updating equipment information and assigning new equipment to customers. Ensures mobile field service technicians receive appropriate service call information in a timely manner.
  • With respect to mobile field service job assignments, work with internal parts representatives to ensure parts and materials are ordered and scheduled for delivery in time to meet job completion expectations.
  • Reviews service call segments in "Technician Complete" status to ensure that all labor, parts, and miscellaneous charges are billed correctly. Notifies appropriate personnel if segment transaction detail (labor, parts, miscellaneous charges) adjustments are required. Ensures service report notes are in the correct format and that all pertinent information is included in the narrative.
  • Ensures mobile field service technicians complete their monthly safety training on time, as well as the Pre-Task Safety Checklist prior to the start of each job.
  • Oversees Work In Process (WIP) for the mobile field service operation to meet corporate goal of < 10 days from last labor to close.
  • If required, coordinate with the customer and credit department to establish new customer accounts.
  • Administers technical recalls and service bulletins, to include initial set-up in GPAX and periodic monitoring and reporting on complete rates.
  • Generates periodic performance reports, to include but not limited to WIP, Technician Efficiency, Warranty Claimed/Versus Paid, and Monthly Expense Utilization.
  • Processes vendor invoices for payment, creates purchase orders, and manages customer payment transactions.
  • Interfaces daily with the mobile field service team to ensure technicians have the tools, equipment, and resources to complete assigned tasks.
  • In coordination with the parts department, manages consignment inventories for the mobile field service vehicles.
  • In the absence of Service Manager, coordinates and assigns jobs for the shop service technicians.
  • Advises the Service Manager of any potential issues which might negatively impact the service department's production or efficiency efforts, as well as negatively affect customer relations.
Customer Relations - 50%

Administrative - 20%

Technical - 5%

Supervision/Leadership - 25%

MINIMUM REQUIREMENTS:
Education


High School graduate with four (4) years of experience in a similar administrative related position; or a two-year college with two (2) years of experience in a similar administrative/advisor related position.

Work Experience

(See Above)

Physical

Must be able to work for extended periods while seated. Must have the ability to clearly communicate with internal/external customers on the phone or in person.

Outstanding customer relations and a pleasant personality are necessary.

Must be PC literate with advanced skills in Microsoft applications, as well as database management.


Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Other details

  • Pay Type Hourly
  • Min Hiring Rate $24.65
  • Max Hiring Rate $28.95
Apply Now

  • 400 Gregory Poole Ln, Mebane, NC 27302, USA