**Service Advisor I - Industrial Forklift**

Wilmington, NC, USA Req #230 Tuesday, February 8, 2022 PRIMARY FUNCTION:

Responsible for assisting the Service Manager in the scheduling of all the Field Service Technicians while providing technical support through prompt accurate and courteous communications to all Internal and External Customers to achieve the best customer satisfaction possible.

ESSENTIAL DUTIES:

Customer Service

Assists the Service Manager in accepting and coordinating customer inquiries and requests for machines repair/service

Utilizes a Visual format to schedule all repairs by Field Service Technicians providing assignment and direction

Schedule service calls to Field Service Technicians providing direction to minimize needless travel and maximize efficiency

Perform follow-up phone calls to customers when necessary to support our 4-hour response time commitment

Monitor pending jobs to ensure promptness in completing job assignments and adequate communication to the customer

Schedule PM assignment to Field Service Technicians providing direction to minimize needless travel, maximize efficiency, and achieve a 90% completion

Advise your Group Leader of any significant activity or potential customer concerns, major shifts in workload, or time delays

Promote external and internal customer relations and good will by investigating customer concerns, researching, and providing justification material when required, and communicating those findings promptly to all necessary personnel.

Administrative

Opens all Field Service work orders providing complete and accurate information for Technicians in a timely manner.

Process all paperwork generated by the Field Service Team in a timely fashion completing the following tasks

Investigate and authorize credit based on authority and parameters set by the Credit Department

Review weekly the No Activity Work-in Progress report to maintain a minimum of 90% of all F/S work orders within a ten-day window

Coordinate the quoting process for all Field Service-related requests. Review and approve all quotes to insure professionalism and timeless

Coordinate a Van Inspection Program to ensure all vehicle are maintained in a clean, safe, and efficient operating condition

Coordinate all F/S Van repair needs ensuring that appropriate repair options are investigated and pursued to minimize down-time and expenses

Technical

Provide technical support to the Technicians through coaching, researching, and providing direction to assist in the resolution of technical problems

Coordinate complex technical or factory contacts through your Group Leader or Technical Communicator

Supervision

Set examples for others to follow to follow by demonstrating a conscientious effort to perform as a team leader, treating all in a fair and equal manner.

Works with Group Leaders as a team to provide written support for the Performance Reviews to each F/S Technician.

UNIQUE DEPT. DUTIES

Must be Detail Oriented, Goal oriented, able to handle high volumes of stress.

Some soft skills that are required include good communication with internal and external customers, good problem-solving skills, organized and focus, and MS excel.

MINIMUM REQUIRMENTS:

Education:

High School graduate or technical school graduate

Work Experience:

3-6 years experience

Physical:

Able to sit for long periods of time

Other:

Excellent communication skills

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