Service Advisor

Service Advisor - Generator Services

Position Overview:

As a Service Advisor, you will take on key responsibilities like scheduling, dispatching, and providing support for the field techs. The Service Advisor also fosters a positive work environment, builds trust, and serves our customers.

Reporting Relationship:

The Service Advisor will report to the Regional Service Manager

Responsibilities/Accountabilities:

Customer Service

· Promptly answer customer phone calls and emails and provide a high level of customer satisfaction.

· Resolve customer inquiries and escalate issues as needed.

· Manage Generac customers and the portal system, ensuring payment and documentation for all warranty, start-up, and service requests.

· Adhere to and reinforce customer service policies and procedures, while continuously identifying opportunities for improvement.

· Promote the company image through sound and ethical business practices.

Account Management

· Manage maintenance contracts, repairs, and emergency work requests.

· Plan and manage dynamic job schedules.

· Coordinate with the Parts Department and field technicians to provide accurate and prompt parts and repair quotes.

· Manage work orders, capturing all billable time and materials.

· Track, manage, and secure contract renewal agreements.

· Provide direct support to Service Sales.

Administration

· Attend internal & external meetings, providing input to ensure operational objectives are met.

· Manage backlog, provide status updates and reporting as needed.

· Maintain customer databases, ensuring accuracy and up-to-date information.

· Other duties as assigned.

Requirements

Personal Attributes

· High attention to detail

· Excellent verbal and written communication

· Superior customer service skills

· Able to balance structure with flexibility in a dynamic environment

· Able to plan and deliver timely on established goals

· Able to regulate own emotions and approach others with tact, honesty, and integrity

Posting Qualifications

· Microsoft 365

· Prior Technical Support experience in a customer-facing role

· Knowledge of field services and/or power generation industry preferred

· Technical aptitude with a passion to learn

Travel expectations:

No travel

At HM Cragg, we invest in your growth with training, tuition assistance, and development opportunities, including the potential for advancement within the company. As an employee-owner, you'll receive shares of stock in our company each year that you meet eligibility requirements. You'll enjoy additional benefits such as PTO and paid holidays, company-paid Life and Disability insurance, 401k match, and contributions to Medical, Dental, and Vision Insurance.

Salary : $80,000 - $85,000