Service Advisor

The Service Advisor supports the Field Services team by coordinating customer communication, repair quotations, order updates, parts requirements, and service administration. This role works closely with customers, technicians, shipping/receiving, finance, sales, management, and scheduling to help move service work efficiently from inquiry through completion and invoicing.

Direct reports

None

Job purpose

The service advisor acts as the first point of contact for all customer inquiries. They ensure the smooth flow of process from quoting to closing orders and handing off for invoicing. S/he provides support to the sales and service teams to create the best possible customer experience. This post is to fill a current vacancy.

Duties and responsibilities

The primary duties and responsibilities of the service advisor include, but are not limited to, the following:

Customer communication and quoting

Communicating with customers during repair process to maintain strong customer service.

Providing quotations to customers for required repairs that were discovered from inspections, service calls or customer inquiries.

Following up on outstanding quotations sent to customers.

Order management and ERP administration

Entering and updating customer, vendor and order information in our ERP software.

Maintaining a clean order book to ensure they are up to date, and orders are processed upon completion.

Parts, materials and procurement

Accurately selecting correct parts and components required.

Sourcing parts, materials and equipment for all service work to be performed.

Verifying accuracy of required parts and components before procurement.

Working with Shipping/Receiving to ensure timely staging, delivery of parts and/or materials.

Service coordination and technician support

Liaising with technicians to ensure jobs are completed within the necessary time and with associated parts and materials.

Working with scheduler coordinator(s) to address scheduling conflicts.

Working with the H&S/HR department to ensure technicians are current on training requirements.

Finance, reporting and other duties

Working with the accounting team to process invoicing, credits and assist in AR issues.

Providing appropriate information to management and sales required for sales, budget and forecast.

Other duties assigned by the Field Service Manager.

Qualifications

Minimum Grade 12 diploma or equivalent

High accuracy and attention to detail

Knowledge of the crane and lifting device industry is an asset

Prior office experience in a fast-paced service industry is an asset

Able to balance several competing priorities.

Working conditions

Working in an open office environment

Background noise can be distracting at times – other conversations, noise from fabrication area, etc.

Physical requirements

Sitting for extended periods of time

Frequent use of phone

Frequent use of computer – typing, reading information off screen