Service Advisor

Overview

Coordinates field tech scheduling, customer service, and contract management for generator services.

Key Responsibilities

• job scheduling
• parts coordination
• customer portal
• contract management
• work orders
• backlog reporting

Tasks

-Plan and manage dynamic job schedules. -Coordinate with the Parts Department and field technicians to provide accurate and prompt parts and repair quotes. -Resolve customer inquiries and escalate issues as needed. -Adhere to and reinforce customer service policies and procedures, while continuously identifying opportunities for improvement. -Attend internal & external meetings, providing input to ensure operational objectives are met. -Promote the company image through sound and ethical business practices. -Manage Generac customers and the portal system, ensuring payment and documentation for all warranty, start-up, and service requests. -Promptly answer customer phone calls and emails and provide a high level of customer satisfaction. -Provide direct support to Service Sales. -Track, manage, and secure contract renewal agreements. -Manage maintenance contracts, repairs, and emergency work requests. -Maintain customer databases, ensuring accuracy and up-to-date information. -Manage work orders, capturing all billable time and materials. -Manage backlog, provide status updates and reporting as needed.

Requirements

• technical support
• microsoft 365
• customer service
• field services
• communication
• detail oriented

What You Bring

-Prior Technical Support experience in a customer-facing role -Microsoft 365 -Superior customer service skills -Able to regulate own emotions and approach others with tact, honesty, and integrity -Knowledge of field services and/or power generation industry preferred -Technical aptitude with a passion to learn -Able to plan and deliver timely on established goals -Excellent verbal and written communication -Able to balance structure with flexibility in a dynamic environment -High attention to detail

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About Hm Cragg

-The company specializes in delivering complex projects across sectors including industrial, energy, and commercial. -Known for handling high-stakes projects, HM Cragg excels in large-scale installations and system integration. -Their expertise includes HVAC systems, electrical distribution, and sustainable energy solutions. -The company is recognized for its commitment to project excellence, consistently exceeding client expectations. -With a diverse portfolio, HM Cragg has worked on iconic structures and vital infrastructure projects. -Their multidisciplinary approach allows them to offer tailored solutions from design to project completion.

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