Field Service Advisor

2620 Discovery Dr, Raleigh, NC 27616, USA Req #1688

Saturday, March 22, 2025

PRIMARY FUNCTION:

This position is responsible for the quoting and scheduling of all Shop repair jobs in an efficient and professional manner to the technicians while providing technical support through prompt accurate and courteous communications to all Internal Technicians and External Customers to achieve the best customer satisfaction possible.

ESSENTIAL DUTIES

Customer Service

• Accepts and coordinates customer inquiries and requests (phone, walk-in or mail) for machine repair/service.
• Utilize a Visual format to schedule all repairs by Shop Service Technicians providing assignment and direction to ensure efficiency, quality, and timeliness in meeting customer commitments.
• Advise your Group Leader of any significant activity or potential customer concerns, major shifts in workloads, or time delays.
• Monitor the status of ongoing jobs to provide the following communications:
  • Obtain approval for additional repairs found
  • Advise the customer of any significant changes in the repair process or delays in scheduled commitments.
  • Communicate the authorized repairs back to the Technician and coordinate repairs.
• Promote external and internal customer relations and goodwill by investigating customer concerns, researching, and providing justification material when required, and communicating those findings promptly to all necessary personnel.

Minimum Requirements:

Education

• High School graduate with a minimum of 6 years mechanical experience and excellent communication skills. Two-year technical school graduate with approximately 3 years of similar experience.

Work Experience

• See above

Physical

• Must be able to work for long periods while seated.
• Must have the ability to clearly communicate with internal/external customers on the phone or in person; Outstanding customer relations and pleasant personality is a must.
• Must be PC literate with advanced skills in Microsoft applications, as well as database management.

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.

Other details

• Job Family Advisor
• Pay Type Hourly
• Required Education High School

Apply Now

initStaticMap(true); PRIMARY FUNCTION: \nThis position is responsible for the quoting and scheduling of all Shop repair jobs in an efficient and professional manner to the technicians while providing technical support through prompt accurate and courteous communications to all Internal Technicians and External Customers to achieve the best customer satisfaction possible.\nESSENTIAL DUTIES\nCustomer Service\n\nAccepts and coordinates customer inquiries and requests (phone, walk-in or mail) for machine repair/service.\nUtilize a Visual format to schedule all repairs by Shop Service Technicians providing assignment and direction to ensure efficiency, quality, and timeliness in meeting customer commitments.\nAdvise your Group Leader of any significant activity or potential customer concerns, major shifts in workloads, or time delays.\nMonitor the status of ongoing jobs to provide the following communications: \n\nObtain approval for additional repairs found\nAdvise the customer of any significant changes in the repair process or delays in scheduled commitments.\nCommunicate the authorized repairs back to the Technician and coordinate repairs.\n\n\nPromote external and internal customer relations and goodwill by investigating customer concerns, researching, and providing justification material when required, and communicating those findings promptly to all necessary personnel.\n\nMinimum Requirements: \nEducation\n\nHigh School graduate with a minimum of 6 years mechanical experience and excellent communication skills. Two-year technical school graduate with approximately 3 years of similar experience.\n\nWork Experience\n\nSee above\n\nPhysical\n\nMust be able to work for long periods while seated.\nMust have the ability to clearly communicate with internal/external customers on the phone or in person; Outstanding customer relations and pleasant personality is a must.\nMust be PC literate with advanced skills in Microsoft applications, as well as database management.\n\nThis 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.