What are the responsibilities and job description for the Field Service Advisor position at Shoppa's Material Handling?
Field Service Advisor
Family owned and operated since 1981, Shoppa’s Material Handling is one of the fastest growing and most successful material handling dealerships in the United States. We are proud to be an authorized dealer of Toyota Material Handling – the bestselling forklift brand in the world and a recognized leader in quality, durability, safety and innovation. Through our nine locations across Texas and Kansas City, MO, we provide a comprehensive array of products, services and integrated systems that help our customers streamline the storage and movement of their goods.
JOB SUMMARY:
The primary responsibility for the Field Service Advisor is to communicate with customers both internal and external, receive service calls, relay information to technicians, and keep precise records of services and transactions. Manage, coordinate, and process daily technician administrative workload. This opportunity represents Shoppa’s Material Handling and requires professionalism, strong communication skills, attention to detail, great attitude, and world class customer service.
ESSENTIAL FUNCTIONS:
- Manage and assign field technicians to service calls in your region
- Receive customer calls
- Determine the customers’ needs and urgency
- Analyze current schedule
- Finalize the service call date and time with the customer
- Enter the service request and call notes into the system
- Assign a technician to the service call
- Ensure that the necessary parts are ready for the job
- Confirm job completion and document result of job
- Collect and document technician labor hours
- Review billing information to ensure accuracy
- Act as liaison between the customers, parts department, field technician, and BDR.
- Effectively communicate and document the ongoing status of the service call from cradle to grave
QUALIFICATIONS:
- Ability to work with computer software, Microsoft Excel, Outlook and MS Navision a plus.
- Ability to establish a rapport with customers and technicians.
- Superior customer services skills and strong interpersonal skills.
- Ability to consider all aspects of selling including vendor relationships, profit & loss concepts and long and short-term goals of the company.
- Represent Shoppa’s with a professional manner.
- Work independently as well as in a team.
PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and working conditions requirement indicated below are examples of the demands that must be performed in carrying out the essential job functions.
Physical Demands:
Office employees typically sit for long periods and perform tasks that require fine motor skills, such as typing or using a mouse. They may occasionally stand, walk, or lift up to 30 pounds, like files or office supplies. The work environment is climate-controlled with moderate noise, and employees
Working Conditions: Work indoors and outdoors; exposure to temperatures commensurate with outdoor seasonal temperatures.
Shoppa’s Mid America is an Equal Opportunity Employer, including disabled/veterans”; (b) “EOE/Disability/Vets”; or (c) “Shoppa’s provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.” (pp. 3 & 36 of the attached guide)
