Field Service Advisor

Pros Mechanics; Raleigh (NC); On-site; USD 36,000 - 50,000; Full time

Benefits offered by this job

Health

Vision

Life Insurance

STD & LTD

401(k)

PTO & Paid Holidays

Paid OEM Training

Supportive team environment

Job summary

Pros Mechanics in Raleigh, NC is seeking a Field Service Advisor to serve as the primary liaison between customers, field technicians, and internal departments, ensuring exceptional service delivery for diesel-powered generators and power systems.

This role requires 3+ years in service advisory or coordination in EPG or construction equipment, strong communication, scheduling, and the ability to manage work orders, estimates, and warranty claims.

Qualifications

• 3+ years of experience as a Service Advisor, Service Coordinator, Field Service Coordinator, or Service Dispatcher.
• Experience in Electric Power Generation (EPG) or construction equipment.
• Strong knowledge of diesel engines, generators, transfer switches, and power generation systems.
• Excellent customer service and communication skills.
• Experience coordinating field technicians and managing service schedules.
• Ability to prioritize multiple service requests in a fast-paced environment.
• Strong computer skills with experience using service management software.
• Experience preparing estimates, quotations, and repair orders.
• Knowledge of warranty administration is considered an asset.
• Valid driver's license.

Responsibilities

• Serve as the primary point of contact for customers requiring field service support for power generation equipment.
• Coordinate and schedule Field Service Technicians based on customer priorities, technician availability, and geographic location.
• Open, manage, and close work orders while ensuring accurate documentation and billing.
• Communicate repair recommendations, estimates, and timelines with customers.
• Monitor the progress of repairs and provide proactive status updates throughout the service process.
• Coordinate emergency breakdown calls and prioritize critical customer needs.
• Review technician service reports for accuracy and completeness.
• Assist with warranty claims, service agreements, and preventive maintenance programs.
• Collaborate with Parts, Service, and Sales departments to ensure efficient job completion.
• Promote additional service opportunities, maintenance agreements, and equipment upgrades when appropriate.
• Maintain a high level of customer satisfaction through professional communication and timely follow-up.

Skills

Customer service

Field service coordination

Communication

Scheduling

Documentation

Estimates & quotations

Warranty knowledge

Valid driver’s license

Tools

Service management software

Job description

Are you a customer-focused service professional with experience in the Electric Power Generation (EPG) or heavy equipment industry? We are seeking an experienced Field Service Advisor to serve as the primary liaison between customers, field technicians, and internal departments, ensuring exceptional service delivery for generator and power systems.

This is an excellent opportunity for someone with strong technical knowledge of diesel-powered generators, industrial engines, and power generation equipment who thrives in a fast-paced, customer-facing environment.

Responsibilities:

• Serve as the primary point of contact for customers requiring field service support for power generation equipment.
• Coordinate and schedule Field Service Technicians based on customer priorities, technician availability, and geographic location.
• Open, manage, and close work orders while ensuring accurate documentation and billing.
• Communicate repair recommendations, estimates, and timelines with customers.
• Monitor the progress of repairs and provide proactive status updates throughout the service process.
• Coordinate emergency breakdown calls and prioritize critical customer needs.
• Review technician service reports for accuracy and completeness.
• Assist with warranty claims, service agreements, and preventive maintenance programs.
• Collaborate with Parts, Service, and Sales departments to ensure efficient job completion.
• Promote additional service opportunities, maintenance agreements, and equipment upgrades when appropriate.
• Maintain a high level of customer satisfaction through professional communication and timely follow-up.

Requirements:

• 3+ years of experience as a Service Advisor, Service Coordinator, Field Service Coordinator, or Service Dispatcher within:
• Electric Power Generation (EPG)
• Construction Equipment
• Strong understanding of diesel engines, generators, transfer switches, and power generation systems.
• Excellent customer service and communication skills.
• Experience coordinating field technicians and managing service schedules.
• Ability to prioritize multiple service requests in a fast-paced environment.
• Strong computer skills with experience using service management software.
• Experience preparing estimates, quotations, and repair orders.
• Knowledge of warranty administration is considered an asset.
• Valid driver's license

Compensation:

• Competitive hourly wage: $26 - $36/hr
• Health
• Vision
• Life Insurance
• STD & LTD
• 401
• PTO & Paid Holidays
• Paid OEM Training
• Supportive team environment

Shift:

Days 7:00am – 5:00pm Monday to Friday