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Field Service Advisor

5 months ago

Grand Rapids, United States Vitan Equipment Full time
Job DescriptionJob Description

Position Summary:

This individual will effectively manage and direct all aspects of the field service technicians service business, as well as coordinate activities and ensure cooperation with all other departments to serve the needs of the customers and employees best. The expectations are to have a well-run and profitable POD that’s focused on delivering great service to our clientele.

Knowledge, Skills, Experience:

  • Provide excellent customer service and follow-up.
  • Managing the customer experience with strong communication throughout the entire life of the work order(s) and our customers are apprised of any potential problems, delays, and or increases in quoted amounts.
  • Schedule and coordinate all service work for your team while managing technicians workload.
  • Assures that all field service technicians are scheduled to obtain the most efficient use of time.
  • Approve work orders and give to service billing coordinator for processing.
  • Understand service KPI’s and use them to manage your team's performance.
  • Quoting service repair jobs sent in by your technicians through Salesforce (CRM), check on quotes, and make sure quoted jobs are done within the quoted amount and finished by the promised time.
  • Hold monthly POD meetings with your team to discuss issues, challenges, and team initiatives, and KPI’s to improve customer experience and to manage the technicians’ efficacies.
  • Conduct performance evaluations and development plans for technicians annually and follow up throughout the year to track progress.
  • Communicate with other departments (rental, shop, sales, etc.) and partner with them to solve customer service issues.
  • Managing technicians billing and finding ways to improve billing efficiencies for your team.
  • Perform all other duties as assigned by management professionally and efficiently.

Required:

  • High School Diploma
  • Excellent communication and interpersonal skills to deal with sensitive issues, develop others, or persuades others inside and outside the department to take specific actions.
  • Strong organizational skills and the ability multi-task
  • Excellent customer service skills
  • Excellent computer skills and a strong understanding of the Microsoft tools

Preferred:

  • College degree or some college education helpful.
  • Strong understanding of material handling equipment
  • Working knowledge of material handling equipment operations

Equipment and Tools Used:

  • Laptop
  • iPhone
  • Microsoft Office Suite
  • Salesforce CRM