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Service Advisor

Jacksonville, FL
Spartan Staffing Solutions has partnered with a leader in Material Handling Equipment rental and sales. Together we are in search of a Customer Service Advisor for their team in Jacksonville, FL
 
The Service Advisor provides a broad range of administrative support to the Service Department within the assigned location.
 
Responsibilities and duties:
  • Dispatch and assign Technicians to service calls based on technical certification levels and/or skillset and proactively communicate with external customers to update technicians scheduling, service repair completions, quotations or delays
  • Verify unit information and repair description submitted by external customers for Technicians to efficiently order parts required to complete repair
  • Communicate with customers when additional product support opportunities are identified by technicians and secure approval to proceed with quotation and or completion
  • Request purchase orders from external purchase order required customers for service repair payment
  • Issue Purchase Orders to vendors for supplies and sublet labor expense for repairs to the customer and enter the item on service repair order for Accounts Payable
  • Ensure execution from beginning to end of Operational Maintenance, Guaranteed Maintenance & Long Term Maintenance Agreement services, to include internal and external customer billing and preparing / submitting necessary reporting for accounts
  • Verify van maintenance schedules and tracking by VIN and technician ID to ensure service van fleet is fully operational
  • Review inactive service repair orders to avoid delays in repairs or invoicing
  • Ensure repairs, time posting and work orders are accurately completed to meet department KPI metrics
  • Track the productivity of technicians on a weekly and monthly basis using the business system tools provided
  • Work with the Service Manager and Assistant Service Manager to coach underperforming technicians to achieve performance improvement
  • Support sales team members with quote preparation and tracking of service related work
  • Work with cross functional partners (Sales, Rental, Parts, etc.) to ensure service department is in alignment with the Organization in all process and direction, including but not limited to Accounts Receivable and Accounts Payable
  • Answer and respond to general phone and email inquiries.
  • Perform other related duties as assigned
 
Qualifications
  • Excellent Customer Service and multi-tasking skills
  • Strong communication skills with technicians and customers to ensure jobs are completed correctly and on time
  • High attention to detail, to include precise data entry
  • Ability to work with a high sense of urgency in a dynamic, fast-paced environment
  • Thorough knowledge of all systems, procedures, techniques, equipment, operations, standards and reports that apply to service operations
  • Ability to work with minimal supervision and with the company systems
  • Proficient in all MS Office products, including Word, Excel and PowerPoint
 
Experience/Education
  • High school diploma required
  • Technical school or associates degree preferred
  • 5+ years of customer service, operations, or similar work experience preferred
  • Experience in processing service orders, invoices, purchase orders, budget expense tracking and payroll preparation preferred
 
 
Compensation/Benefits:
  • Competitive Compensation  DOE
  • Full Benefits package
  • Employee Stock
  • Future growth and career advancement.
 
 
 
 

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