Field Service Advisor - Discovery Dr.

Gregory Poole Equipment Company; Raleigh (NC); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Field Service Advisor to enhance customer satisfaction through effective scheduling and technical support. In this role, you will manage repair jobs, ensure efficient communication with technicians and customers, and foster strong customer relations. Your expertise in mechanical systems and customer service will be vital in addressing inquiries and coordinating repairs. Join a dynamic team where your contributions will directly impact customer experiences and operational efficiency in a fast-paced environment.

Qualifications

• 6+ years of mechanical experience or 3 years with a technical diploma.
• Strong communication skills are essential for customer interactions.

Responsibilities

• Coordinate customer inquiries for machine repair/service efficiently.
• Monitor ongoing jobs and communicate changes to technicians.

Skills

Mechanical Experience

Customer Service

Communication Skills

PC Literacy

Microsoft Office

Education

High School Diploma

Technical School Diploma

Tools

Database Management

Job description

Field Service Advisor - Discovery Dr.

Raleigh, NC, USA Req #1688

Saturday, March 22, 2025

PRIMARY FUNCTION

This position is responsible for quoting and scheduling all shop repair jobs efficiently and professionally for technicians, while providing technical support through prompt, accurate, and courteous communication with internal technicians and external customers to achieve high customer satisfaction. (Bilingual preferred)

ESSENTIAL DUTIES

Customer Service

• Accept and coordinate customer inquiries and requests (phone, walk-in, mail) for machine repair/service.
• Use visual scheduling to assign and direct shop service technicians, ensuring efficiency, quality, and timeliness in meeting customer commitments.
• Inform your Group Leader of significant activities, potential customer concerns, workload shifts, or delays.
• Monitor ongoing jobs and communicate:
  • Approval for additional repairs
  • Any significant changes or delays in the repair process
  • Authorized repairs to technicians and coordinate repairs accordingly
• Enhance customer relations by investigating concerns, researching issues, providing justification, and communicating findings promptly.

Minimum Requirements

Education

• High School diploma with at least 6 years of mechanical experience and excellent communication skills, or a two-year technical school diploma with approximately 3 years of similar experience.

Work Experience

As above

Physical Requirements

• Ability to work long periods seated
• Clear communication skills via phone or in person; a pleasant personality and outstanding customer relations are essential
• PC literacy with advanced skills in Microsoft Office and database management

This job description is not exhaustive. Supervisors may assign similar duties, and any significant modifications require HR approval.

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer, considering all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, veteran status, or disability.