Field Service Advisor

Overview

 

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. This role provides proactive communication and regular status updates to customers throughout the entire service process.

 

Blanchard Machinery Company is committed to fostering a high-performance work culture with challenging work opportunities that inspire high quality results.  Some of the benefits of joining our team are:

• Competitive Pay.
• Benefits: Medical, dental, vision, 401K, profit sharing, generous PTO and paid holidays, uniforms, and much more.
• Exposure to world-class CAT training and development.
• A friendly and supportive work environment.
• Continuous exposure to learning and new technologies.
• Opportunities for advancement.

Responsibilities

• 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.
• 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.
• Demonstrates strong commitment to exceptional customer service.
• Champions coordination of customer needs.
• Create service tickets and update ServiceLink and Modern systems accurately and promptly to ensure that all stakeholders remain informed and synchronized.
• Ensure tickets/work to be performed and all customer interactions are accurately and promptly document and visible to the Service team.
• 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.
• Apply equipment knowledge and understanding of customer applications to recommend value-added attachments and other equipment options.
• 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 the Modern app.
• Set expectations for final invoice amounts and send invoices to customers for review prior to equipment/machine pick-up.
• Manages 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. 
• Assist other branches when needed and schedule work generated through service letters.
• Performs other duties as assigned.

Qualifications

• High School Diploma or equivalent required. AS or Technical degree in related field preferred.
• Experience in the diesel or construction equipment field preferred.
• 2+ 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.
• Ability to learn and navigate new software quickly.
• Personal commitment to continuous improvement and service excellence.
• Ability to work independently with limited supervision.

Working Conditions:

• The physical environment requires the employee to work inside as well as in a non-climate-controlled environment throughout the year.
• Required to use personal protective equipment to prevent exposure to injury and/or hazardous materials.
• Position requires employees to be physically present at designated worksite location.
• Job requires standing, stooping, squatting, pushing, pulling, twisting, turning, lifting.
• Seeing, reading, and writing required to complete job responsibilities.
• Use of computers and other forms of technology to complete job responsibilities.