Service Advisor – Generator Services

As a Service Advisor, you will be responsible for overseeing a portfolio of clients, coordinating with field technicians, and ensuring exceptional customer service. If you have a strong background in account management, excellent communication skills, and a passion for delivering outstanding service, we want to hear from you.

Reporting Relationship: This position will report to the Service Manager.

Responsibilities/Accountabilities:

· Oversee and manage the work order lifecycle, from receipt of a customer work request to invoice preparation.

· Manage maintenance contracts, repairs, and emergency work requests for a large customer base throughout MT, WY, West ND, West SD, and North Idaho

· Plan and manage dynamic job schedules in a fast-paced service environment.

· Coordinate with the Parts Department and field technicians to provide accurate and prompt parts and repair quotes to clients.

· Manage work orders capturing all billable time and materials.

· Maintain customer databases ensuring accuracy and up-to-date information.

· Promptly answer customer phone calls and emails and provide a high level of customer service and satisfaction.

· Promote the company image through exercising sound and ethical business practices as they relate to clients, subcontractors, suppliers, and other shareholders.

· Resolve customer inquiries and escalate issues as needed, collaborating with the Service Manager, Parts Department, and Field Service Technicians.

· Manage Generac customers and the portal system, ensuring payment and documentation for all warranty, start-up, and service requests.

· Attend internal & external meetings, providing input to ensure operational objectives are met.

· Manage backlog, provide status updates and reporting for customers and management.

· Adhere to and reinforce customer service policies and procedures, while continuously identifying opportunities for improvement.

· Provide direct support to Service Sales

· Track, manage and secure contract renewal contract agreements with our contract customers

· Perform other duties as required

Requirements:

Skills/Knowledge

· Must be computer literate, a Windows based environment preferred (Microsoft 365: Word, Excel, Power Point, Outlook).

· Business Acumen – Understands business implications of decisions.

· Effective, polished interaction with customers to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence.

· Maintains confidentiality, keeps emotions under control, approaches others tactfully, works with honesty, integrity, and ethics.

· Ability to influence people at all levels to drive resolution

· Balances team and individual goals, exhibits objectivity and openness to others' ideas and viewpoints, gives and welcomes feedback.

· Demonstrated proficiency in verbal, written and listening skills; ability to write reports and business correspondence, and to effectively present information and respond to questions from groups of managers, clients, applicants, etc.

· Conducts self professionally, skillfully, and efficiently manage client needs, responds promptly to others at all times, and treats others with respect.

· High attention to detail, able to problem solve logically and think critically

· Continually to develop ones' skills and encourages growth, strong ability to work independently, inspires and motivates others to perform successfully, ability to bring new ideas to the table.

· Capable of planning and delivering timely on established goals

· Technical aptitude with a passion to learn

Qualifications

· 2 years' experience performing administrative job duties

· CRM software proficiency required

· Prior Technical Support experience including in a customer facing or customer technical support role

· A knowledge of the field services and/or power generation industry

Travel Expectations: No travel