Field Service Advisor

Gregory Poole; Roanoke, Northern (VA, KY); Hybrid; USD 38,000 - 56,000; Full time

Job summary

Gregory Poole Equipment Company in Roanoke, VA is seeking an Administrative Scheduler to support the Field Service team. You will assist the Field Service Manager by scheduling technicians, coordinating service calls, and maintaining clear communication with customers to sustain rapid response times.

The role requires 3–6 years of related experience and a high school or technical school diploma. Strong organizational skills and attention to detail are essential for success in this position.

Qualifications

• Excellent communication skills required to liaise with customers and technicians.
• High school or technical school diploma required.
• 3–6 years of relevant field service/administrative experience.

Responsibilities

• Assist the Field Service Manager in scheduling repairs and service calls.
• Coordinate assignments for Field Service Technicians using scheduling tools.
• Maintain effective communication with customers to support our 4 hour response time commitment.
• Process paperwork and coordinate quotes and van inspections.
• Monitor work orders to ensure prompt completion and 10-day window targets.
• Support performance reviews with data for the Field Service team.

Skills

Excellent communication skills

Education

High School / Technical school grad

Job description

PRIMARY FUNCTION:

Responsible for assisting the Field 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 Field 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 work load, 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 monthly the No Activity Work-in Progress report to maintain a minimum of 90% of all F/S work orders within a 10 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 insure all vehicle are maintained in a clean, safe and efficient operating condition
• Coordinate all F/S Van repair needs insuring 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

Specific job objectives for individual departments

MINIMUM REQUIRMENTS:

Education:

• High School graduate or technical school graduate

Work Experience:

• 3-6 years experience

Physical:

Other:

• Excellent communication skills

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.

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.