What are the responsibilities and job description for the Field Service Advisor position at Advancing Eyecare?
The Service Advisor will be responsible for scheduling a team of technical representatives who will offer a variety of field service support to the ophthalmic community. The SA will ensure that the team is compliant with the policies and procedures of the organization and offer consistency in service delivery. The SA will work with the FSE’s to schedule out the work in their region. The SA will act as the liaison between the customer, sales and the service teams. The SA should possess excellent communication skills and the ability to mitigate any conflicts that may arise. The SA should instill a positive outlook at all times, while maintaining customer focus with timely actions in order to achieve success.
ESSENTIAL DUTIES & RESPONSIBILITIES:(Additional duties may be assigned)
Coordinating service & schedule field support activities with FSE’s.
Provide the first line support to customers and triage repair issues
Open, maintain and push forward work orders for all service events and update as new information is attained
Coordinate service repair requirements internally
Provide communication support to the customer throughout the repair
Maintains high customer satisfaction standards
Support service scheduling activities, including service events date management; dispatch technicians, create optimal and efficient routes
Plan and manage loaner equipment deliveries, coordinate equipment swap, coordinate internal resources for such tasks
Participate in cross functional team meetings to understand current and future demand
Support continuous improvement activities and make recommendations as appropriate
Contribute to meeting or exceeding corporate objectives, measures, and performance targets for the services team This is representative of some of the key responsibilities of this role.
QUALIFICATIONS:
Post-Secondary Diploma in engineering field or equivalent work experience required
2 years of related technical experience preferred
Excellent interpersonal and communication skills.
Exposure or knowledge of the ophthalmic industry would be an asset but not necessary
Able to grasp technical knowledge to provide initial diagnosis to customers by phone (training will be provided)
Organized, motivated, enthusiastic, and energetic
Excellent customer (internal & external) service skills
Excellent analytical and organizational skills
Excellent problem-solving skills, resourcefulness. Able to take action in solving problems while exhibiting judgement and a realistic understanding of issues.
Takes initiative and has a sense of responsibility for own actions
Excellent command of the English language (written, read, and spoken)
Demonstrated ability to work well under pressure
Able to work well in a team