Field Service Advisor

About the role

The Field Service Advisor is responsible for educating customers on the full range of services and benefits available at the dealership, resulting in incremental revenue. The person in this position is responsible for providing exceptional customer service, proactive communication and status updates to the customer throughout the service process.

Responsibilities

• Interacts with all customers in a friendly, knowledgeable and professional manner and provides consistent, accurate and timely communication to set proper service expectations and execution on commitments.
• Demonstrates Blanchard Machinery Company's commitment to exceptional customer service.
• Champions coordination of customer needs and expectations internally with the Shop Supervisor and others as appropriate.
• Creates service tickets and is responsible for the accurate and timely updates of systems documentation in ServiceLink and Modern, to ensure that all are informed and synchronized on tickets/work to be performed and that all customer interaction documentation is visible to the Service team.
• Identifies customer needs to discover and capture additional service revenue opportunities. Makes appropriate recommendations for additional services that will increase machine uptime and extend the life of the machine.
• Uses knowledge of equipment and understanding of customer applications to recommend added value attachments and other equipment options.
• Researches service history on customer accounts, identifies parts and pricing for service work orders and provides the framework for quotes to the Shop Supervisor for review and completion.
• Proactively contacts customers to provide updates on service progress, CAT inspect or troubleshooting findings, impacts/changes to service quotes and promised completion dates using the appropriate method (phone, text, email) and determined frequency.
• Set expectations for final invoice amounts and emails customer a copy of the invoice for review in advance of machine pick-up.
• Takes and processes customer payments.
• Manages all customer complaints and concerns and ensures satisfactory resolution of the same to increase customer retention.
• Contributes to a positive work environment and promotes the vision, mission and values of BMC.

Requirements

• A high school diploma required, an AS or BS degree in business related field preferred.
• Experience in the diesel or construction equipment field preferred.
• Ability to work with all levels of employees, management and customers in a positive, professional and effective way.
• Ability to adapt to changing priorities; meets deadlines and works well under pressure.
• Personal commitment to continuous improvement and service excellence.
• Able to effectively manage multiple tasks/priorities and adapt to change.

Qualifications

• Strong work ethic and self-starter.
• Able to effectively manage multiple tasks/priorities and adapt to change.
• Must possess a customer centric mindset along with the ability to build strong relationships.
• Excellent interpersonal, written and oral communication skills.
• Strong work ethic and self-starter.
• Able to effectively manage multiple tasks/priorities and adapt to change.
• Must possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone and in person.
• Ability to learn and navigate new software quickly.
• Personal commitment to continuous improvement and service excellence.
• Able to effectively manage multiple tasks/priorities and adapt to change.

Skills

• Customer service skills.
• Communication skills.
• Problem-solving skills.
• Technical knowledge of equipment and customer applications.
• Ability to work independently with limited supervision.

Benefits

• Competitive Pay.
• Medical, dental, vision, 401K, profit sharing.
• Generous PTO and paid holidays.
• Uniforms.
• Continuous exposure to learning and new technologies.
• Opportunities for advancement.

Pay

Competitive Pay.

Schedule

See the physical environment requirements for the job location.