Job Description
At Briggs Industrial Solutions, our team members and our culture are just as important to the company as serving our customers. We believe our team members are the key to our success and we pride ourselves in hiring the highest quality people, placing emphasis on safety, ethics, integrity and respect. We are an ESOP-owned company with a customer-first focus. We realize the decisions we make about investments and operating practices ultimately affect the lives of our co-workers, families and business partners. And like those who went before us, every one of us takes that responsibility seriously.
Businesses: Briggs Equipment, Briggs Earth & Ag, Briggs Truck & Rail, Briggs Warehouse Solutions
Mission Statement: Keep business moving by being proactive, accessible, knowledgeable and above all else safe.
Value Proposition: We are an ESOP-owned company with a customer-first focus. Our solutions experts help keep your business moving by being proactive, accessible, knowledgeable and safe.
Values: Balance, Respect, Integrity, Growth, Grit, Safety
Competitive benefits:
- 401(k)
- Educational Assistance
- Employee Assistance Program (EAP)
- Employee Stock Ownership Program (ESOP)
- Hands On and Virtual Training
- Paid Holidays
- Paid Time Off
- Profit Sharing
Simply stated, Briggs team members strive to do the right thing by exceeding the expectations of each other, our customers and our community.
POSITION PURPOSE:
The Customer Service Advisor is the key link between service team members and customers, providing day-to-day oversight, direction, interaction and support to the Service Department within the assigned location. Ensures all Briggs Equipment standards are adhered to and executed consistent with company direction.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
1. Dispatch, assign and monitor 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
2. Monitor the progress and productivity of technicians on a weekly and monthly basis using the business system tools provided
3. Verify unit information and repair description submitted by external customers for Technicians to efficiently order parts required to complete repair
4. Communicate with customers when additional product support opportunities are identified by technicians and secure approval to proceed with quotation and or completion
5. Request purchase orders from external purchase order required customers for service repair payment
6. 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
7. 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
8. Verify van maintenance schedules and tracking by VIN and technician ID to ensure service van fleet is fully operational
9. Review inactive service repair orders to avoid delays in repairs or invoicing
10. Ensure repairs, time posting and work orders are accurately completed to meet department key performance indicator (KPI) metrics
11. Partner with the Service Department leadership to coach underperforming technicians to achieve performance improvement
12. Support sales team members with quote preparation and tracking of service-related work
13. Partner with cross functional partners (Sales, Rental, Parts, etc.) to ensure the service department is in alignment with the Organization in all processes and direction, including but not limited to Accounts Receivable and Accounts Payable
14. Answer and respond to general phone and email inquiries.
15. Perform other related duties as assigned
MINIMUM QUALIFICATIONS
Basic Knowledge & Competencies
- Excellent customer service and multi-tasking skills
- Strong communication skills with ability to work between the technician(s) and the customer(s) to ensure jobs are completed with accuracy 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
Previous Experience/Education
- High school diploma required
- Technical school and/or college degree preferred
- 5+ years of customer service, operations, or similar work experience preferred
- Prior experience in processing service orders, invoices, purchase orders, budget expense tracking and payroll preparation preferred
PHYSICAL REQUIREMENTS
- Prolonged sitting
- Ability to lift up to 40 pounds
- Working conditions are normal for an office environment