Service Advisor

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
• 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

• 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