Service Advisor-Fresno
total industries
Coordinate customer service, dispatch, billing and quality control as a Service Advisor.
15 days ago ago
Intermediate (4-7 years), Experienced (8-12 years), Junior (1-3 years)
Full Time
Fresno, CA
Onsite
Company Size
1500+ globally Employees
Service Specialisms
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Sector Specialisms
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Role
What you would be doing
work orders
technician dispatch
quote prep
parts coordination
preventive maintenance
customer communication
- Spend most days seated at a desk, working at a computer terminal to input data, handle phone calls, and exchange electronic messages.
- Ensure accuracy of completed work orders include the following before closing:
- Ensure accurate and timely closing of used, new equipment, rental, and FM work orders.
- Use all resources necessary to ensure both customer needs, and the commitments we’ve made to them, are met as quickly as possible.
- 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.
- Ensure every customer call is answered – we do not love voice mail at all!
- Provide quotes to both internal and retail customers within 24 hours of receiving requests through SLOR.
- 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
- Communicate, verbally and in written form, regularly to describe and explain detailed, important, and accurate instructions internally and directly with customers.
- Provide equipment service histories and warranty information to technicians for each job, along with the complete customer contact and access information.
- Take on additional duties and responsibilities when requested by management.
- 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.
- Create on-the-spot repair quotes based on calls from technicians who are at customer sites.
- Provide status of workflow to customers and key internal stakeholders, including sales/service team and branch management when appropriate
- Ensure Preventive Maintenance (PM) contracts are updated as needed including cancellations, address and contact changes, equipment addition/removal, etc.
- Provide feedback to technicians when they are doing great by posting recognition in Paylocity.
- Maintain a clean FM WIP, reviewing and escalating questionable work orders when necessary.
- Bring any work orders with questionable time and/or descriptions to the Service Manager’s attention.
- Ensure no Technician begins his/her day on an internal customer repair (Rental, PM, FM, Used)
- Provide quick response in answering all customer phone, email and onsite will call inquiries.
- Occasionally lift and/or move material up to 25 lbs.
- Establish great relationships with your Parts team and Sales Coordination team partners to ensure ongoing communication regarding parts availability and order status
- 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.
- Always dispatch the nearest and most available technician to the job to minimize drive time and increase response.
- Coordinate with Sales, Fleet and other team members to:
- 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.
- Open all work orders with complete equipment, complaint - noting specific customer words used when describing their needs, and customer contact and access information.
- 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.
- 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.
- If you support our shop, work with the shop team lead/foreman to confirm quote pricing and timing.
- Review and bill available completed work in progress (WIP) beginning with oldest completed to the newest every day.
- Escalate situations where timely resolution is at risk.
- If trained, look up needed parts and obtain parts pricing OR work with the parts team to obtain.
- Regularly sit, stand, and walk for long and short distances.
- Dispatch technicians to jobs as they are received.
- Ensure labor timecards are completed and accurate with the work performed prior to performing the labor batch process.
- Ensure assigned technicians adhere to the company policies for timekeeping, safety, etc.
- Occasionally stoop, kneel, or crouch.
- Ensure technicians are billing 8 hours every day.
- 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.
- If supporting the shop, assist with QC audits of equipment before it leaves the shop.
What you bring
3-5 years
customer service
microsoft office
high school
detail oriented
time management
- 3-5 years customer service experience, including dispatch, billing, service orders or related responsibilities
- Detail-oriented with strong follow-through skills
- Ability to understand and follow written and verbal instructions in English.
- Additional experience, education and/or training in related industry.
- Ability to work independently and collaboratively.
- High school graduate.
- 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).
- Experience using multiple computer applications at one time
- Strong skills across Microsoft Office Suite – Outlook/Word/Excel
- Demonstrated ability to act in a way that is consistent with our values.
- Friendly and professional manner, with excellent organizational and time management skills
- Administrative or business degree.
- Demonstrated expertise in the multi-tasking of multiple clerical responsibilities concurrently
- Excellent communications skills both written and verbal
- Qualified background check and drug screening.
- Clear notation of complaint, cause, and correction for each repair.
- Noise level is usually moderate.
- Courage and confidence to make decisions with minimal input
- Position operates in a professional office environment with the requirement to visit and walk around a warehouse with fluctuating temperatures.
- Hear with or without correction to be able to interpret and receive information and directions.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- qualified background check and drug screening required.
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Culture + Values- Bring your expertise in software development
- Bring your creativity and problem-solving skills
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- Bring your expertise in software development
- Bring your creativity and problem-solving skills
- Bring your expertise in software development
- Bring your creativity and problem-solving skills
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- Bring your expertise in software development
- Bring your creativity and problem-solving skills
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