Technical Field Service Advisor

• 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

• 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