PRIMARY FUNCTION:
Responsible for assisting the Service Manager in the scheduling of Field Service Technicians while providing technical support through prompt accurate and courteous communications to all Internal and External Customers to achieve the best customer satisfaction possible. Will be expected to provide emergency support, after hours, at least 7 days a month for technicians and customers.
ESSENTIAL DUTIES:
Customer Service
• Assists the Service Manager in accepting and coordinating customer inquiries and requests for generator and switchgear repair/services.
• Utilizes W-6 scheduling tool for documentation of all repair calls that come in from internal and external customers. It is extremely important that this schedule is always kept up to date. Several people in the division work off the same schedule and it is used heavily in your absence to make sure nothing falls through the cracks.
• Schedule service calls to Field Service Technicians providing direction to minimize needless travel and maximize efficiencies in the field
• Perform follow-up phone calls to customers when necessary to support our 2-hour response time commitment. Make sure customers are aware of progress on their repairs and quotes. Make sure customer is kept in the loop on additional repairs found during the jobs.
• Monitor pending jobs to ensure promptness in completing job assignments and adequate communication to the customer
• Schedule PM Assignment to Field Service Technicians providing direction to minimize needless travel, maximizes efficiency, and achieves a 90% completion.
• Advise your Group Leader of any significant activity or potential customer concerns, major shifts in workload, or time delays at all times to avoid miss- communications if customer calls in and you are not available.
• Promote external and internal customer relations and good will by investigating customer concerns, researching and providing justification material when required, and communicating those findings promptly to all necessary personnel.
• Work as a liaison between service, sales and parts dept. personnel when needed to promote a team effort for the Lift division.
Administrative
• Opens all Field Service work orders providing complete and accurate information for Technicians in a timely manner. This includes, make, model, serial number, SMU, customer name and location, contact names and phone numbers. All credit status must be checked prior to opening work orders and dispatching a technician to site.
• Process all paperwork generated by the Field Service Team in a timely fashion completing the following tasks:
• Investigate and authorize credit based on authority and parameters set by the Credit Department per service dept. policy. COD authorization forms must be filled out and signed with a credit card prior to sending a technician to a COD customer location.
• Review daily "No Activity Work-In Process" report to maintain a minimum of 90% of all F/S work orders within a 10-day window. Company goal is closure of work orders within 7 days of last labor.
• Ensure all technicians paperwork and labor entry is completed on a daily basis and labor is approved.
• Coordinate quotes with the appropriate PSSR for all Field Service-related requests. Review quoted jobs in your territory with the assigned PSSR to ensure complete understanding of what the quote in tales and to make sure we have complete professionalism and timeless in carrying out the repairs.
• Coordinate a Van Inspection Program to ensure all vehicle are maintained in a clean, safe and efficient operating condition
• Coordinate all F/S Van repair needs ensuring that appropriate repair options are investigated and pursued to minimize down-time and expenses keeping service operations manager aware of all repairs needed.
• Coordinate field service van inventories twice a year to ensure proper consignments are on the vehicles rotating off parts that are un-used during the year to reduce dead stock issues on inventory.
Technical
• Provide basic technical support to the Technicians through coaching, researching or providing direction to the EPG Technical Communicator to assist in the resolution of technical problems
• Coordinate all complex technical or factory contacts through Technical Communicator
Supervision
• Set examples for others to follow to follow by demonstrating a conscientious effort to perform as a team leader, treating all in a fair and equal manner.
• Works with Group Leaders as a team to provide written support for the Performance Reviews to each F/S Technician.
UNIQUE DEPT. DUTIES
You must be available or accessible most of the time unless you are specifically on vacation time from the office. This position requires to be on call at least 7 days a month after and before our normal working hours of Gregory Poole Power Systems. The emergency on-call is rotated through all managers weekly. On occasions during severe weather or unusual conditions the EPG service team responds to emergency service situations and may be on call for extended periods of time.
MINIMUM REQUIRMENTS:
Education:
High School graduate with at least 4 years' experience in a similar administrative/advisor related position and 4 years equipment maintenance experience; or a two-year college with 2 years' experience in a similar administrative/advisor related position and 4 years' equipment maintenance experience
Work Experience:
Must be at the Master Technician level or have 2 years' experience at the Service Advisor I level;
Physical:
Must be able to sit for extended periods of time in front of computer to handle dispatching and calls.
Other:
Outstanding customer relations and pleasant personality is a must.
Needs intermediate mechanical and product knowledge.
Must be PC literate with advanced skills in Microsoft applications
Excellent organizational skills are needed.
This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.
Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.