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Service Advisor
Tw Enterprises, Inc.
Manage client service orders, coordinate technicians, and ensure high-quality generator support.
11d ago
Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Billings, MT
Field
Company Size
26 Employees
Service Specialisms
Construction services
Project Management
Engineering
Consulting
Design
Sector Specialisms
Industrial
Hospitals
Airports
Correctional facilities
Schools and colleges
Wastewater treatment plants
Cities
Hotels
Role
What you would be doing
work orders
job scheduling
parts coordination
portal management
database maintenance
customer service
- Manage maintenance contracts, repairs, and emergency work requests for a large customer base throughout MT, WY, West ND, West SD, and North Idaho
- Oversee and manage the work order lifecycle, from receipt of a customer work request to invoice preparation.
- Maintains confidentiality, keeps emotions under control, approaches others tactfully, works with honesty, integrity, and ethics.
- Attend internal & external meetings, providing input to ensure operational objectives are met.
- Provide direct support to Service Sales
- Coordinate with the Parts Department and field technicians to provide accurate and prompt parts and repair quotes to clients.
- Plan and manage dynamic job schedules in a fast-paced service environment.
- Manage Generac customers and the portal system, ensuring payment and documentation for all warranty, start-up, and service requests.
- Promote the company image through exercising sound and ethical business practices as they relate to clients, subcontractors, suppliers, and other shareholders.
- Adhere to and reinforce customer service policies and procedures, while continuously identifying opportunities for improvement.
- Maintain customer databases ensuring accuracy and up-to-date information.
- Manage work orders capturing all billable time and materials.
- Resolve customer inquiries and escalate issues as needed, collaborating with the Service Manager, Parts Department, and Field Service Technicians.
- Track, manage and secure contract renewal contract agreements with our contract customers
- Conducts self professionally, skillfully, and efficiently manage client needs, responds promptly to others at all times, and treats others with respect.
- Promptly answer customer phone calls and emails and provide a high level of customer service and satisfaction.
- Manage backlog, provide status updates and reporting for customers and management.
What you bring
crm
microsoft 365
technical support
2 years
problem solving
customer service
- Balances team and individual goals, exhibits objectivity and openness to others' ideas and viewpoints, gives and welcomes feedback.
- Capable of planning and delivering timely on established goals
- Effective, polished interaction with customers to gather information quickly; explain customer responsibilities in resolving issue; communicate next steps and status; and inspire confidence.
- 2 years' experience performing administrative job duties
- High attention to detail, able to problem solve logically and think critically
- Ability to influence people at all levels to drive resolution
- CRM software proficiency required
- 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.
- Must be computer literate, a Windows based environment preferred (Microsoft 365: Word, Excel, Power Point, Outlook).
- Technical aptitude with a passion to learn
- Business Acumen – Understands business implications of decisions.
- Prior Technical Support experience including in a customer facing or customer technical support role
- 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.
- A knowledge of the field services and/or power generation industry
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 clearanceInformation not given or found
Company
Overview
Founded in 1982
Year Established
The company was established in Billings, Montana.
13,000+ Parts
On-Site Inventory
They maintain a large inventory of parts for quick access.
$3M Revenue
Annual Revenue
The company recently achieved $3 million in revenue.
4-Hour Response
Emergency Service
Their emergency response team aims to arrive within 4 hours.
- Over the decades, they expanded their territory to serve clients across Montana, Idaho, Wyoming, North Dakota, and South Dakota.
- With expertise spanning industrial, commercial, and residential backup power systems, they tackle projects from hospitals to telecom sites.
- Their offerings include rugged remote well-site generators to mobile power and UPS systems tailored to critical-power needs.
- They host accredited training courses for electricians and engineers, offering PDH/CEU credits.
- Commitment to excellence
- Integrity and transparency
- Innovative thinking
- Customer-centric approach
- Collaboration and teamwork
- Continuous learning and growth
- Accountability
2050 net zero target
Carbon Neutrality Goal
Aims to achieve net zero emissions by 2050, aligning with global climate goals.
- Commitment to reducing carbon emissions through energy-efficient practices
- Increased focus on renewable energy integration
- Minimizing waste through a circular economy approach
- Implementation of eco-friendly materials in operations
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