Service Advisor

Description

This is a remote position.

The Service Advisor supports the administration, scheduling, customer coordination, and dispatch readiness of field service work. The role coordinates with customers, Project Managers, Field Engineers, service leadership, and internal teams to ensure work orders are documented, resources are scheduled, and Field Engineers receive the information needed for mobilization. The Service Advisor also reviews customer requests against the documented scope and escalates potential out-of-scope work.

This role is not responsible for billing, writing Methods of Procedure (MOPs), or creating technical work-execution documents.

• Coordinate service appointments, repairs, preventive maintenance, startup support, and other field activities with customers and internal teams.
• Schedule and dispatch Field Engineers based on scope, required competencies, availability, location, customer commitments, and service priorities.
• Communicate schedule confirmations, assignments, changes, delays, and expected next steps to affected stakeholders.
• Identify resource conflicts or scheduling risks and elevate them to service leadership for resolution.

• Work with the assigned Project Manager to obtain the documentation and project information required to support Field Engineer dispatch.
• Confirm with the Project Manager that customer-specific site access, badging, orientation, safety, and training requirements have been identified and verified before dispatch.
• Organize the dispatch package so the assigned Field Engineer can access available site contacts, schedule details, work-order information, approved technical documentation, and logistical requirements.
• Notify the Project Manager and service leadership of missing documentation, unresolved access requirements, or other mobilization risks before dispatch.
• Coordinate the operational release of the Field Engineer after the appropriate Project Manager has provided the required information and scheduling conditions are satisfied.

• Serve as a primary coordination contact for customers regarding service scheduling, Field Engineer assignments, dispatch status, site-readiness needs, and administrative next steps.
• Acknowledge customer requests promptly and provide clear, professional, accurate, and timely updates throughout the service lifecycle.
• Confirm service dates, site contacts, access windows, equipment location, and available logistical details while coordinating customer-specific access and training requirements through the assigned Project Manager.
• Set appropriate expectations by communicating only confirmed schedules, approved scope, and authorized commitments. Do not commit Forgent to added work, cost, schedule changes, or technical solutions without the appropriate approval.
• Review customer requests against the approved scope and identify, document, and elevate potential out-of-scope work before additional resources are scheduled or work is performed.
• Maintain accurate records of significant customer communications, decisions, schedule changes, scope concerns, and follow-up actions in the designated business system.
• Escalate customer dissatisfaction, urgent service needs, repeated schedule impacts, safety concerns, commercial risks, or unresolved issues to the appropriate Project Manager or service leader.
• Coordinate with Project Managers, Field Engineers, service leadership, sales, contracts, procurement, and other teams to provide consistent customer messaging and timely issue resolution.

• Create, update, monitor, and close work orders in accordance with…