Service Advisor - Generator Services

Service Advisor - Generator Services Position Overview

As a Service Advisor, you will take on key responsibilities like scheduling, tracking performance, and providing support for the field techs. The Service Advisor also fosters a positive work environment, builds trust, and serves our customers.

The Service Advisor will report to the Regional Service Manager

• Promptly answer customer phone calls and emails and provide a high level of customer satisfaction.
• Resolve customer inquiries and elevate issues as needed.
• Manage Generac customers and the portal system, ensuring payment and documentation for all warranty, start-up, and service requests.
• Adhere to and reinforce customer service policies and procedures, while continuously identifying opportunities for improvement.
• Promote the company image through sound and ethical business practices.

• Manage maintenance contracts, repairs, and emergency work requests.
• Plan and manage dynamic job schedules.
• Coordinate with the Parts Department and field technicians to provide accurate and prompt parts and repair quotes.
• Manage work orders, capturing all billable time and materials.
• Track, manage, and secure contract renewal agreements.
• Provide direct support to Service Sales.

• Attend internal & external meetings, providing input to ensure operational objectives are met.
• Manage backlog, provide status updates and reporting as needed.
• Maintain customer databases, ensuring accuracy and up-to-date information.
• Other duties as assigned.

• High attention to detail
• Excellent verbal and written communication
• Superior customer service skills
• Able to balance structure with flexibility in a dynamic environment
• Able to plan and deliver timely on established goals
• Able to regulate own emotions and approach others with tact, honesty, and integrity

• Microsoft 365
• Prior Technical Support experience in a customer-facing role
• Knowledge of field services and/or power generation industry preferred
• Technical aptitude with a passion to learn

No travel

At HM Cragg, we invest in your growth with training, tuition assistance, and development opportunities, including the potential for advancement within the company. As an employee-owner, you'll receive shares of stock in our company each year that you meet eligibility requirements. You'll enjoy additional benefits such as PTO and paid holidays, company-paid Life and Disability insurance, 401k match, and contributions to Medical, Dental, and Vision Insurance.