Service Advisor - Generator Services

Position Overview:As a Service Advisor, you will take on key responsibilities like scheduling, dispatching, and providing support for the field techs. The Service Advisor also fosters a positive work environment, builds trust, and serves our customers.Reporting Relationship:The Service Advisor will report to the Regional Service Manager Responsibilities/Accountabilities:Customer Serviceu00b7 Promptly answer customer phone calls and emails and provide a high level of customer satisfaction.u00b7 Resolve customer inquiries and escalate issues as needed.u00b7 Manage Generac customers and the portal system, ensuring payment and documentation for all warranty, start-up, and service requests.u00b7 Adhere to and reinforce customer service policies and procedures, while continuously identifying opportunities for improvement.u00b7 Promote the company image through sound and ethical business practices. Account Managementu00b7 Manage maintenance contracts, repairs, and emergency work requests.u00b7 Plan and manage dynamic job schedules.u00b7 Coordinate with the Parts Department and field technicians to provide accurate and prompt parts and repair quotes.u00b7 Manage work orders, capturing all billable time and materials.u00b7 Track, manage, and secure contract renewal agreements.u00b7 Provide direct support to Service Sales. Administrationu00b7 Attend internal & external meetings, providing input to ensure operational objectives are met.u00b7 Manage backlog, provide status updates and reporting as needed.u00b7 Maintain customer databases, ensuring accuracy and up-to-date information.u00b7 Other duties as assigned. RequirementsPersonal Attributesu00b7 High attention to detailu00b7 Excellent verbal and written communicationu00b7 Superior customer service skillsu00b7 Able to balance structure with flexibility in a dynamic environmentu00b7 Able to plan and deliver timely on established goalsu00b7 Able to regulate own emotions and approach others with tact, honesty, and integrity Posting Qualificationsu00b7 Microsoft 365u00b7 Prior Technical Support experience in a customer-facing roleu00b7 Knowledge of field services and/or power generation industry preferredu00b7 Technical aptitude with a passion to learn Travel expectations:No travelAt HM Cragg, we invest in your growth with training, tuition assistance, and development opportunities, including the potential for advancement within the company. As an employee-owner, you'll receive shares of stock in our company each year that you meet eligibility requirements. You'll enjoy additional benefits such as PTO and paid holidays, company-paid Life and Disability insurance, 401k match, and contributions to Medical, Dental, and Vision Insurance.

Created: 2025-12-05