What are the responsibilities and job description for the Service Advisor position at Strategic Talent Partners?
Service Advisor - Generator Services
Position Overview: As a Service Advisor, you will take on key responsibilities like scheduling, tracking performance, 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
Salary : $85,000 - $95,000