Customer Support Advisor

Job Summary

This role is responsible for the daily review, processing, and tracking of all quoting activity for their assigned territory and team of technicians. This role reviews leads, generates quotes, tracks approvals/purchase order receipts, crease services calls, orders parts, coordinates with internal and external stakeholders, and communicates with customers. This position ensures Nixon delivers our Premium Services along with a Premium Customer Experience in order to grow and retain business.


Essential Responsibilities

• Promptly respond to customer inquiries and provide quotes within expected timelines.
• Identify, validate, and price needed parts to quote work.
• Partner with technicians and Operational Leaders, as needed, to ensure accuracy of quotes.
• Review and follow up daily on quoted work and track sales progress through assigned system.
• Respond promptly and courteously to all customer calls and emails regarding requests for additional work.
• Once POs are received from the customer(s), open service calls, and source quoted parts.
• Work with vendors and local parts' team to track parts' receipts.
• Communicate with customers, as needed, from opportunity receipt to technician scheduling.
• Assist service coordinators in communicating expectations, planning, and aligning quoted work appropriately.
• Work closely with respective Operations team to ensure customer expectations are met.
• May act as an internal project manager on larger scale jobs to ensure profitability and customer satisfaction, as directed.
• Identify and qualify quotes that may require additional incentive or value add.
• Work with vendors to find solutions that reduce the cost of goods related to inventory and purchased materials.
• Assist parts department with extending opportunity to all parts sales.
• Actively participate in Safety initiatives.
• All other duties as assigned.

Knowledge & Skills

• 3-5 years of experience in the generator service industry required.
• Experience in heavy equipment, diesel engines, equipment parts and service are strongly preferred.
• Proficient in Microsoft Office Suite of programs.
• Ability to read, understand, and interpret drawings, schematics, and wiring diagrams.
• Ability to communicate at all levels of the business.
• Ability to multi-task, prioritize, and manage time effectively with strong attention to detail.
• Develop and maintain strong relationships with internal and external customers.
• Strong ability to persuade, motivate, and influence others.
• Strong math and analytical skills including ability to calculate discounts and percentages.

Education & Experience Preferences/Requirements

Degree Required: High School Diploma / GED

Years of Experience: 2-3

Working Environment / Conditions

• Normal office environment.
• Use hands/fingers to handle or feel.
• Reach with hands and arms.
• Stand, walk, sit, climb, balance, stoop, kneel, crouch and crawl.
• Ability to sit for long periods of time.