Field Service Advisor

Fraza, Inc.; Rochester Hills (MI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

First shift

No weekends

Benefits including health, dental, and

retirement

Job summary

Fraza, Inc. is seeking a dynamic individual to lead the field service technicians service business in Rochester Hills, MI. You will coordinate activities across departments to best serve customers and employees, while directing daily field operations.

Key duties focus on scheduling, customer communication, KPI management, and ensuring tasks stay within budget and time frames. Strong organizational and customer service skills are essential for success in this role.

Qualifications

• Requires strong communication and interpersonal abilities.
• Must be highly organized with multitasking capability.
• Demonstrates excellent customer service and problem-solving.
• Proficient with Microsoft Office tools and basic CRM usage.

Responsibilities

• Provide excellent customer service and follow-up throughout the service lifecycle.
• Manage the customer experience and communicate potential delays or cost changes to customers.
• Schedule and coordinate all service work for the team and balance technicians’ workload.
• Ensure field technicians are scheduled efficiently to maximize time use.
• Approve work orders and route to billing for processing.
• Monitor service KPIs and use them to manage team performance.
• Quote service repair jobs via Salesforce and ensure they stay within quoted amounts and timelines.
• Perform all other duties as assigned by management professionally.

Skills

Communication skills

Interpersonal skills

Organizational skills

Customer service

Education

High School Diploma

Tools

Microsoft Office

Salesforce

Job description

This individual will effectively manage and direct all aspects of the field service technicians service business, as well as coordinate activities and ensure cooperation with all other departments to serve the needs of the customers and employees best.

Perks of the Job:

• First shift
• No weekends
• Benefits including health, dental, and retirement

Required:

• High School Diploma
• Excellent communication and interpersonal skills to deal with sensitive issues, develop others, or persuades others inside and outside the department to take specific actions.
• Strong organizational skills and the ability multi-task
• Excellent customer service skills
• Excellent computer skills and a strong understanding of the Microsoft tools

Daily Tasks:

• Provide excellent customer service and follow-up.
• Managing the customer experience with strong communication throughout the entire life of the work order(s) and our customers are apprised of any potential problems, delays, and or increases in quoted amounts.
• Schedule and coordinate all service work for your team while managing technicians workload.
• Assures that all field service technicians are scheduled to obtain the most efficient use of time.
• Approve work orders and give to service billing coordinator for processing.
• Understand service KPI's and use them to manage your team's performance.
• Quoting service repair jobs sent in by your technicians through Salesforce (CRM), check on quotes, and make sure quoted jobs are done within the quoted amount and finished by the promised time.
• Perform all other duties as assigned by management professionally and efficiently.