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. Reporting Relationship:

The Service Advisor will report to the Regional Service Manager Responsibilities/Accountabilities:

Customer Service
· Promptly answer customer phone calls and emails and provide a high level of customer satisfaction.
· Resolve customer inquiries and escalate 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. Account Management
· 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. Administration
· 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. Requirements Personal Attributes
· 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 Posting Qualifications
· 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 Travel expectations:

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.