Service Advisor - Generator Services

Hm Cragg; Eden Prairie (MN); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Training and development opportunities

Employee stock ownership (ESOP)

PTO and paid holidays

Life and disability insurance

401k match

Job summary

HM Cragg is seeking a Service Advisor for Generator Services to handle scheduling, performance tracking, and support for field technicians. You will help maintain strong customer relationships and ensure smooth operations for warranty, start-up, and service requests.

The role requires experience in customer-facing technical support and familiarity with generator-related services. You will interact with customers, internal teams, and external partners to deliver timely quotes, maintain records,

Qualifications

• Prior Technical Support experience in a customer-facing role.
• Knowledge of field services and/or power generation industry preferred.
• Technical aptitude with a passion to learn.
• Microsoft 365 proficiency required or beneficial.

Responsibilities

• Promptly answer customer phone calls and emails and provide a high level of customer satisfaction.
• Resolve customer inquiries and elevate issues as needed.
• Manage Generac customers and the portal system, ensuring payment and documentation for all warranty, start-up, and service requests.
• Coordinate with the Parts Department and field technicians to provide accurate and prompt parts and repair quotes.
• Manage work orders, capturing all billable time and materials.
• Track, manage, and secure contract renewal agreements.

Skills

Technical support

Microsoft 365

Customer-facing

Power generation knowledge

Communication

Problem solving

Organizational skills

Tools

Portal system

Job description

Service Advisor - Generator Services

Position Overview

As a Service Advisor, you will take on key responsibilities like scheduling, tracking performance, and providing support for the field techs. The Service Advisor also fosters a positive work environment, builds trust, and serves our customers.

Reporting Relationship

The Service Advisor will report to the Regional Service Manager

Responsibilities/Accountabilities

Customer Service

• Promptly answer customer phone calls and emails and provide a high level of customer satisfaction.
• Resolve customer inquiries and elevate issues as needed.
• Manage Generac customers and the portal system, ensuring payment and documentation for all warranty, start-up, and service requests.
• Adhere to and reinforce customer service policies and procedures, while continuously identifying opportunities for improvement.
• Promote the company image through sound and ethical business practices.

Account Management

• Manage maintenance contracts, repairs, and emergency work requests.
• Plan and manage dynamic job schedules.
• Coordinate with the Parts Department and field technicians to provide accurate and prompt parts and repair quotes.
• Manage work orders, capturing all billable time and materials.
• Track, manage, and secure contract renewal agreements.
• Provide direct support to Service Sales.

Administration

• Attend internal & external meetings, providing input to ensure operational objectives are met.
• Manage backlog, provide status updates and reporting as needed.
• Maintain customer databases, ensuring accuracy and up-to-date information.
• Other duties as assigned.

Requirements

Personal Attributes

• High attention to detail
• Excellent verbal and written communication
• Superior customer service skills
• Able to balance structure with flexibility in a dynamic environment
• Able to plan and deliver timely on established goals
• Able to regulate own emotions and approach others with tact, honesty, and integrity

Posting Qualifications

• Microsoft 365
• Prior Technical Support experience in a customer-facing role
• Knowledge of field services and/or power generation industry preferred
• Technical aptitude with a passion to learn

Travel expectations

No travel

At HM Cragg, we invest in your growth with training, tuition assistance, and development opportunities, including the potential for advancement within the company. As an employee-owner, you'll receive shares of stock in our company each year that you meet eligibility requirements. You'll enjoy additional benefits such as PTO and paid holidays, company-paid Life and Disability insurance, 401k match, and contributions to Medical, Dental, and Vision Insurance.