Service Advisor

This is a remote position.

The Service Advisor supports the administration, scheduling, customer coordination, and dispatch readiness of field service work. The role coordinates with customers, Project Managers, Field Engineers, service leadership, and internal teams to ensure work orders are documented, resources are scheduled, and Field Engineers receive the information needed for mobilization. The Service Advisor also reviews customer requests against the documented scope and escalates potential out-of-scope work. This role is not responsible for billing, writing Methods of Procedure (MOPs), or creating technical work-execution documents.

Key Responsibilities

Service Coordination and Scheduling

• Coordinate service appointments, repairs, preventive maintenance, startup support, and other field activities with customers and internal teams.
• Schedule and dispatch Field Engineers based on scope, required competencies, availability, location, customer commitments, and service priorities.
• Communicate schedule confirmations, assignments, changes, delays, and expected next steps to affected stakeholders.
• Identify resource conflicts or scheduling risks and escalation to service leadership for resolution.

Dispatch Readiness and Project Manager Coordination

• Work with the assigned Project Manager to obtain the documentation and project information required to support Field Engineer dispatch.
• Confirm with the Project Manager that customer-specific site access, badging, orientation, safety, and training requirements have been identified and verified before dispatch.
• Organize the dispatch package so the assigned Field Engineer can access available site contacts, schedule details, work-order information, approved technical documentation, and logistical requirements.
• Notify the Project Manager and service leadership of missing documentation, unresolved access requirements, or other mobilization risks before dispatch.
• Coordinate the operational release of the Field Engineer after the appropriate Project Manager has provided the required information and scheduling conditions are satisfied.

Customer Communication Expectations

• Serve as a primary coordination contact for customers regarding service scheduling, Field Engineer assignments, dispatch status, site-readiness needs, and administrative next steps.
• Acknowledge customer requests promptly and provide clear, professional, accurate, and timely updates throughout the service lifecycle.
• Confirm service dates, site contacts, access windows, equipment location, and available logistical details while coordinating customer-specific access and training requirements through the assigned Project Manager.
• Set appropriate expectations by communicating only confirmed schedules, approved scope, and authorized commitments. Do not commit Forgent to added work, cost, schedule changes, or technical solutions without the appropriate approval.
• Review customer requests against the approved scope and identify, document, and elevate potential out-of-scope work before additional resources are scheduled or work is performed.
• Maintain accurate records of significant customer communications, decisions, schedule changes, scope concerns, and follow-up actions in the designated business system.
• Escalate customer dissatisfaction, urgent service needs, repeated schedule impacts, safety concerns, commercial risks, or unresolved issues to the appropriate Project Manager or service leader.
• Coordinate with Project Managers, Field Engineers, service leadership, sales, contracts, procurement, and other teams to provide consistent customer messaging and timely issue resolution.

Work Order, Contract, and Scope Administration

• Create, update, monitor, and close work orders in accordance with established service processes and documentation requirements.
• Load and maintain service contract information, including covered services, service frequency, customer commitments, and renewal dates.
• Review customer requests against the work order, approved scope, or service agreement at an operational level and flag possible scope deviations.
• Document and elevate potential out-of-scope requests to the assigned Project Manager, Service Manager, sales, contracts, or designated commercial owner before additional work is authorized.
• Ensure service reports, materials, expenses, field documentation, and required records are captured before work-order closure and commercial review.

Materials, Documentation, and Systems

• Coordinate material orders with approved vendors and internal stakeholders to support scheduled service work.
• Maintain accurate customer, contract, work-order, scheduling, resource, communication, and dispatch records in designated business systems.
• Support the effective use of standardized service-management tools and workflows while protecting confidential customer and company information.

Job Qualification Requirements

• High school diploma or equivalent required; associate or bachelor's degree in business, operations, project coordination, supply chain, or a related field is preferred.
• Two or more years of experience in field service coordination, service administration, scheduling, dispatch, project support, contract administration, customer service, or a comparable operational role is preferred.
• Experience supporting electrical, power distribution, switchgear, industrial, data center, construction, or other technical field service operations is preferred.
• Demonstrated ability to coordinate multiple work orders, customer requests, resources, schedules, documentation requirements, and competing priorities in a deadline-driven environment.
• Strong written and verbal communication skills, including the ability to provide concise customer updates, document decisions, manage difficult conversations professionally, and elevate issues appropriately.
• Ability to review work scopes and service agreements at an operational level to recognize potential out-of-scope requests and route them to the appropriate project, service, or commercial owner.
• Working knowledge of work-order lifecycles, dispatch readiness, field documentation, and contract coverage, and customer site‑access coordination is preferred.
• Proficiency with Microsoft 365 and the ability to learn and consistently use CRM, ERP, service-management, scheduling, and document-management systems.
• Strong attention to detail, follow-through, judgment, customer focus, discretion, and recordkeeping skills.
• Ability to work independently, collaborate across functions, protect confidential information, and remain effective when priorities or schedules change.
• Ability to work established business hours and provide reasonable schedule flexibility when urgent field service coordination is required, consistent with company policy.

Core Competencies

Operational Coordination

• Organizes schedules, resources, documentation, and handoffs to support reliable field execution.

Customer Communication

• Provides professional updates, establishes clear expectations, maintains records, and escalates concerns appropriately.

Scope Awareness

• Recognizes potential out-of-scope requests and routes them for proper review before commitments are made.

Attention to Detail

• Maintains accurate records and identifies readiness gaps before they affect mobilization.

Collaboration

• Works effectively with Project Managers, Field Engineers, customers, and cross-functional partners.

Judgment and Escalation

• Recognizes ownership boundaries, operational risks, and when management, commercial, or technical review is required.

Process Discipline

• Follows standardized workflows and contributes practical ideas for continuous improvement.

Role Scope and Accountability

• The Service Advisor owns administrative coordination, customer communication, scheduling support, work-order maintenance, dispatch-package organization, readiness tracking, and identification and escalation of potential out-of-scope requests.
• The assigned Project Manager owns verification of customer site-access and training requirements and provides the project documentation required for dispatch.
• Technical work instructions, including MOPs, are developed and approved by the appropriate project, engineering, technical, or customer-authorized resources - not by the Service Advisor.
• Billing activities and commercial approval of added scope are outside the Service Advisor role.
• The Service Advisor may hold or accelerate a dispatch when required information is missing, requirements are unclear, scope is disputed, or mobilization risks remain unresolved.

Disclaimer

The statements above are intended to describe the general nature and level of work being performed. They are not an exhaustive list of all responsibilities, duties, or skills required. Forgent Power reserves the right to modify, interpret, or apply this job description as needed.

Equal Employment Opportunity Statement

Forgent Power is an equal opportunity employer. We are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected class.

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Equal employment opportunity, including veterans and individuals with disabilities.

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