Service Advisor

Description

POSITION OVERVIEW:

The Service Advisor is a key member of our service operations team, ensuring the customer experience is at the forefront of all processes. The successful advisor will tell you they are an organized multi-tasker that knows how to manage their time effectively. They would also describe themselves as an ambitious, friendly, detail-oriented, and enthusiastic team player that is known for communicating effectively, following through, and making decisions with confidence. If this sounds like you, keep reading!

You will be successful if you are obsessed with great customer service and resolving issues with urgency. You will thrive if you enjoy paying attention to details and thoroughly enjoy establishing positive relations with vendors, customers, technicians, sales, and service representatives, and other related TOTAL Departments. You will build great relationships with the technicians you support and become an expert on the territories and the customers they serve. You will not be afraid to give constructive and positive feedback to your technicians to help them be successful.

Your days will all look different, but you’ll know you’re successful every day if you have answered all your calls, issued work orders for each request, filled your technicians’ schedule for the following day and billed all your completed work.

KEY RESPONSIBILITIES:

The following reflects the essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time.

General

• Provide quick response in answering all customer phone, email and onsite will call inquiries.
• Use all resources necessary to ensure both customer needs, and the commitments we’ve made to them, are met as quickly as possible.
• Provide status of workflow to customers and key internal stakeholders, including sales/service team and branch management when appropriate
• Establish great relationships with your Parts team and Sales Coordination team partners to ensure ongoing communication regarding parts availability and order status
• Escalate situations where timely resolution is at risk.
• Take on additional duties and responsibilities when requested by management.

Quality Control/Leadership

• Ensure assigned technicians adhere to the company policies for timekeeping, safety, etc.
• Ensure technicians are billing 8 hours every day.
• Provide feedback to technicians when they are doing great by posting recognition in Paylocity.
• Provide feedback to technicians when they are not meeting expectations and document journals in Paylocity.
• When Technicians consistently do not meet expectations, work with Service Manager to drive improvement.
• If supporting the shop, assist with QC audits of equipment before it leaves the shop.

Service Writing

• Create on-the-spot repair quotes based on calls from technicians who are at customer sites.
• Provide quotes to both internal and retail customers within 24 hours of receiving requests through SLOR.
• If you support our shop, work with the shop team lead/foreman to confirm quote pricing and timing.
• If trained, look up needed parts and obtain parts pricing OR work with the parts team to obtain.
• Open all work orders with complete equipment, complaint - noting specific customer words used when describing their needs, and customer contact and access information.

Dispatch-Field

• Ensure every customer call is answered – we do not love voice mail at all!
• Perform labor batching for your technicians at the beginning of each day, ensuring all applied labor is accounted for and applied to a work order.
• Ensure a full day’s work for each technician through efficient scheduling; Notify Service/Branch Manager by 2pm if workload is less than 100% for the next day.
• Ensure no Technician begins his/her day on an internal customer repair (Rental, PM, FM, Used)
• Ensure PM (preventive maintenance) work orders are assigned to field technicians at the start of each month, and that 85% or more are completed by end of month.
• Provide equipment service histories and warranty information to technicians for each job, along with the complete customer contact and access information.
• Dispatch technicians to jobs as they are received.
• Always dispatch the nearest and most available technician to the job to minimize drive time and increase response.
• Ensure technicians check in with you throughout the day AND complete their work orders before leaving each customer location unless there is a valid reason preventing that.

Work Assignment - Shop

• Ensure every customer call is answered – we do not love voice mail at all!
• Perform labor batching for your technicians at the beginning of each day, ensuring all applied labor is accounted for and applied to a work order.
• Ensure a full day’s work for each technician through efficient scheduling; Notify Service/Branch Manager by 2pm if workload is less than 100% for the next day.
• Perform daily review of Work in Progress (WIP) reports and work with internal stakeholders to resolve disputes within 24 hours, escalating and providing status if timing cannot be met.

Work Order Completion

• Ensure accuracy of completed work orders include the following before closing:
• All necessary parts related to the job performed.
• Technician notes and appropriate photos.
• Labor, fees, and pricing.
• Clear notation of complaint, cause, and correction for each repair.
• Bring any work orders with questionable time and/or descriptions to the Service Manager’s attention.
• Expedite or delegate the pickup of parts needed for Shop work from Parts Department. Verify that all parts have arrived as ordered and as promised
• Ensure labor timecards are completed and accurate with the work performed prior to performing the labor batch process.
• Ensure Preventive Maintenance (PM) contracts are updated as needed including cancellations, address and contact changes, equipment addition/removal, etc.
• Coordinate with Sales, Fleet and other team members to:
• Ensure accurate and timely closing of used, new equipment, rental, and FM work orders.
• Maintain a clean FM WIP, reviewing and escalating questionable work orders when necessary.

Billing

• Review and bill available completed work in progress (WIP) beginning with oldest completed to the newest every day.

Requirements

QUALIFICATIONS & SKILLS:

Required

• High school graduate.
• 3-5 years customer service experience, including dispatch, billing, service orders or related responsibilities
• Demonstrated expertise in the multi-tasking of multiple clerical responsibilities concurrently
• Friendly and professional manner, with excellent organizational and time management skills
• Detail-oriented with strong follow-through skills
• Courage and confidence to make decisions with minimal input
• Excellent communications skills both written and verbal
• Experience using multiple computer applications at one time
• Strong skills across Microsoft Office Suite – Outlook/Word/Excel
• Ability to work independently and collaboratively.
• Ability to understand and follow written and verbal instructions in English.
• Demonstrated ability to act in a way that is consistent with our values.
• The ability to work at a branch office daily, if qualified for hybrid work-from-home status, then the ability to work independently at a home office that has high speed internet, with minimal to no distractions during work hours (7:30-4:30).
• Qualified background check and drug screening.

Desired

• Administrative or business degree.
• Additional experience, education and/or training in related industry.

PHYSICAL ENVIRONMENT:

• Position operates in a professional office environment with the requirement to visit and walk around a warehouse with fluctuating temperatures.
• Spend most days seated at a desk, working at a computer terminal to input data, handle phone calls, and exchange electronic messages.
• Use the computer as a telephone, messenger, and work tool, so expect to wear a headset and use both a keyboard and mouse frequently throughout the day.
• Regularly sit, stand, and walk for long and short distances.
• Hear with or without correction to be able to interpret and receive information and directions.
• Communicate, verbally and in written form, regularly to describe and explain detailed, important, and accurate instructions internally and directly with customers.
• Occasionally lift and/or move material up to 25 lbs.
• Occasionally stoop, kneel, or crouch.
• Noise level is usually moderate.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time.

The policy of RJMS Corporation is to hire, train, and promote all persons in all job groups in accordance with the law, without regard to race, color, religion, sex, sexual orientation, age, marital or military status, national origin, gender identity, the presence of any sensory, mental, or physical disability, genetic information, or any other status or characteristic protected by local, state, or federal law. RJMS CORPORATION is an equal employment opportunity and affirmative action employer.