Job Details
The primary responsibility for the Field Service Advisor is to communicate with customers both internal and external, receive service calls, relay information to technicians, and keep precise records of services and transactions. Manage, coordinate, and process daily technician administrative workload. This opportunity represents Shoppa s Material Handling and requires professionalism, strong communication skills, attention to detail, great attitude, and world class customer service.
Essential Functions:
- Manage and assign field technicians to service calls in your region
- Receive customer calls
- Determine the customers needs and urgency
- Analyze current schedule
- Finalize the service call date and time with the customer
- Enter the service request and call notes into the system
- Assign a technician to the service call
- Ensure that the necessary parts are ready for the job
- Confirm job completion and document result of job
- Collect and document technician labor hours
- Review billing information to ensure accuracy
- Act as liaison between the customers, parts department, field technician, and BDR.
- Effectively communicate and document the ongoing status of the service call from cradle to grave
- Performs all other duties and special projects as assigned.
Educational/Experience Requirements:
High school diploma. 3+ years dispatch experience, Service Dispatch experience preferred.
Special Skills Needed:
Ability to work with computer software, Microsoft Excel, Outlook and MS Navision a plus. Ability to establish a rapport with customers and technicians. Superior customer services skills and strong interpersonal skills. Ability to consider all aspects of selling including vendor relationships, profit & loss concepts and long and short-term goals of the company. Represent Shoppa s with a professional manner. Work independently as well as in a team.
Physical Job Demands:
Must be able to lift 50 lbs, stoop, squat, sit and drive.