Field Service Advisor

About the role

The Field Service Advisor is responsible for educating customers on the full range of services and benefits offered by the dealership, driving incremental revenue while delivering exceptional customer service.

Responsibilities

• Drive incremental revenue by providing proactive communication and regular status updates to customers throughout the entire service process.
• Serve as the primary point of contact and intake for all retail customer service opportunities.
• Engage customers in a friendly, knowledgeable, and professional manner while providing accurate, timely communication to set proper service expectations and ensure follow-up on commitments.
• Respond to high volumes of customer calls, prioritize service requests, and schedule field service work to support customers and internal teams.
• Coordinate seamless transitions of Heavy Field Service processes to customers and internal departments.
• Support the Field Service Supervisor in job closing activities as needed.
• Maintain proper records and documentation for trucks and drivers in accordance with company policies and regulations, in collaboration with the Field Service Supervisor.
• Create service tickets and update ServiceLink and Modern systems accurately and promptly to ensure that all stakeholders remain informed and synchronized.
• Identify customer needs by actively listening and asking questions to capture additional service revenue opportunities and recommend relevant services to increase machine uptime and extend the life of the machine.
• Research service history on customer accounts, identify parts and pricing for work orders, and prepare the framework for quotes for Shop Supervisor review and work completion.
• Proactively contact the customer to provide updates on service progress, CAT Inspect findings, troubleshooting findings, and discuss the impacts/changes to quotes and completion timelines.
• Determine the optimal communication method (phone, text, email) for customers and set appropriate contact frequency using the Modern app.
• Set expectations for final invoice amounts and send invoices to customers for review prior to equipment/machine pick-up.
• Manage the full payment process, including collecting, verifying, and recording customer payments.
• Resolve customer complaints and concerns to ensure satisfaction and drive retention.
• Participate in the after-hours on-call rotation schedule.
• Absorb and assist other branches when needed and schedule work generated through service letters.

Qualifications

• A High School Diploma or equivalent required.
• An AS or Technical degree in a related field preferred.
• Experience in the diesel or construction equipment field preferred.
• Two (2) or more years of logistics and scheduling experience 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.
• 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.
• Able to learn and navigate new software quickly.
• Personal commitment to continuous improvement and service excellence.
• Able to work independently with limited supervision.

Benefits

• Competitive Pay.
• Medical, dental, vision, 401K, profit sharing, generous PTO and paid holidays.
• Uniforms.
• Exposure to world-class CAT training and development.
• A friendly and supportive work environment.
• Continuous exposure to learning and new technologies.
• Opportunities for advancement.
• Contributes to a positive work environment and promotes the vision, mission, and values of BMC.
• Completes all job responsibilities in a safe manner, promotes and champions a safe and healthy work environment.