Field Service Advisor

Blanchard Machinery; Summerville (SC); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive pay

Benefits package (medical, dental, vis

401K & profit sharing

Paid time off & holidays

CAT training exposure

Friendly work environment

Opportunities for advancement

Job summary

Blanchard Machinery is seeking a Field Service Advisor to educate customers on the full range of dealership services and to drive incremental revenue. You will provide exceptional customer service, proactive communication, and status updates throughout the service process.

The role involves coordinating service needs with the Shop Supervisor, creating service tickets, updating ServiceLink and Modern, and identifying opportunities to increase machine uptime and life.

Qualifications

• High school diploma required; AS/BS preferred.
• Experience in the diesel or construction equipment field preferred.
• Ability to interact with all levels of staff and customers.
• Strong communication and customer-service mindset.

Responsibilities

• Create service tickets and ensure accurate/timely updates in ServiceLink and Modern.
• Coordinate service needs with Shop Supervisor and internal teams.
• Identify additional service revenue opportunities from customer needs.
• Proactively contact customers with updates on service progress and quotes.
• Process final invoices and collect payments from customers.
• Address and resolve customer complaints to improve retention.
• Support safety and promote a positive work environment.

Skills

Customer service

Communication

Relationship building

Multitasking

Education

High school diploma

AS or BS preferred

Tools

ServiceLink

Modern

Job description

The Field Service Advisor is responsible for educating the customer on the full range of services and benefits available at the dealership, resulting in incremental revenue. The person in this position is responsible for providing exceptional customer service, proactive communication and status updates to the customer throughout the service process.

Blanchard Machinery Company is committed to fostering a high-performance work culture with challenging work opportunities that inspire high quality results. Some of the benefits of joining our team are

• Competitive Pay.
• Benefits Medical, dental, vision, 401K, profit sharing, generous PTO and paid holidays, uniforms, and much more.
• Exposure to world-class CAT training and development.
• A friendly and supportive work environment.
• Continuous exposure to learning and new technologies
• Opportunities for advancement
• Act as the main point of contact and intake for all retail customer service opportunities. Interacts with all customers in a friendly, knowledgeable and professional manner and provides consistent, accurate and timely communication to set proper service expectations and execution on commitments. Demonstrates our commitment to exceptional customer service.
• Champions coordination of customer needs and expectations internally with the Shop Supervisor and others as appropriate. Creates service tickets and is responsible for the accurate and timely updates of systems documentation in ServiceLink and Modern, to ensure that all are informed and synchronized on tickets/work to be performed and that all customer interaction documentation is visible to the Service team.
• Identifies customer needs to discover and capture additional service revenue opportunities. Makes appropriate recommendations for additional services that will increase machine uptime and extend the life of the machine. Uses knowledge of equipment and understanding of customer applications to recommend added value attachments and other equipment options.
• Research service history on customer accounts, identifies parts and pricing for service work orders and provides the framework for quotes to the Shop Supervisor for review and completion.
• Proactively contact customers to provide updates on service progress, CAT inspect or troubleshooting findings, impacts/changes to service quotes and promised completion dates using the appropriate method (phone, text, email) and determined frequency
• Set expectations for final invoice amounts and emails customer a copy of the invoice for review in advance of machine pick-up. Is responsible for taking and processing customer payments.
• Manage all customer complaints and concerns and ensures satisfactory resolution of the same to increase customer retention.
• Contribute to a positive work environment and promotes the vision, mission and values of BMC.
• Complete all job responsibilities in a safe manner, promotes and champions a safe and healthy work environment.
• Other duties as assigned
• High school diploma required, AS or BS degree in business related field preferred.
• Experience in the diesel or construction equipment field preferred.
• Ability to work with all levels of employees, management and customers in a positive, professional and effective way.
• Ability to adapt to changing priorities; meets deadlines and works well under pressure.
• Must possess a customer centric mindset along with the ability to build strong relationships.
• Excellent interpersonal, written and oral communication skills.
• Strong work ethic and self-starter. Able to effectively manage multiple tasks/priorities and adapt to change.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone and in person.
• Ability to learn and navigate new software quickly.
• Personal commitment to continuous improvement and service excellence.
• Ability to work independently with limited supervision.

Working Conditions

• The physical environment requires the employee to work inside as well as in a non-climate-controlled environment throughout the year.
• Job requires standing, stooping, squatting, pushing, pulling, twisting, turning, lifting.
• Seeing, reading, writing and physical presence at the job location are required to complete job responsibilities.
• Use of computer and other forms of technology to complete job responsibilities.