Technical Field Service Advisor

Essential Duties and Responsibilities

• Receive, log, and coordinate all incoming service requests
• Dispatch service calls to appropriate Authorized Service Agents (FASs)
• Maintain accurate records in service databases and track resolution times
• Answer phone calls, and written correspondence from customers, dealers, sales, representatives and services regarding technical information and parts identification
• Verify warranty information, authorizes service and provides contact information for recommended service agency
• Provides service agency with pertinent information; may initiate warranty parts orders, as appropriate
• Troubleshoots problem installations
• Documents services issues in computer systems
• Research potential component problems
• Travels to various locations to investigate service issues
• Assists in training
• Assists with parts order entry
• Interact with production, engineering and sales personnel
• Draft warranty denial letters
• Identify potential production issues while in the field

Education and Work Experience Requirements

Required:

• High school diploma, GED, or equivalent
• Able to read electrical schematics
• Minimum 2 years' experience in repair of gas and electrical appliances
• Knowledge in ventilation systems
• Strong mechanical aptitude
• Self-starter and able to multi-task

Physical Requirements

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards

Working Conditions

• Temperature controlled environment indoors; office setting
• General office noise levels
• Sitting 90%, Standing 5%, Walking 5%
• Vision – The ability to see details at close range within a few feet of the observer
• Ability to work a standard 40-hour work week, but overtime may be necessary to meet deadlines or quotas