Service Advisor

Job Description

Summary:  The Service Advisor will provide technical and warranty support for all product lines for both internal and external customers. 

Essential Duties and Responsibilities include the following:  As change is an important part of the organization, other duties may be assigned. 

Post Sale Technical Support

            Assist internal and external customers with field applications and service consultations for all product lines through phone conversations, job site investigations and one on one consultations. 

            Report to our vendors and work together to resolve field product quality and safety issues.

            Compose and distribute all applicable service and quality control bulletins.

 Warranty Department

            Counsel and consult with the Warranty Department personnel and vendors to resolve out-of-warranty product issues with internal and external customers. 

            Negotiate parts and labor concessions for all products. 

            Resolve consumer complaints. 

Training

            Assist with developing and presenting product application, installation and service programs. 

            Support Sales Consultants and Store Managers with individual dealer training.

            Play an active role in the construction of educational newsletters, memos etc. 

Qualifications:  To perform this job successfully, an individual must be able to perform each duty satisfactorily.  Enthusiasm, initiative, creativity, leadership, teamwork and confidentiality are all important attributes for this individual.  The requirements listed below are representative of the knowledge, skills and/or abilities required.  Limited travel may be required based upon the needs of our customers.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position. 

Education and Experience:  Requires a two-year technical degree and a minimum of five years actual service and/or installation experience in the HVACR field.  The equivalent of education or experience will be considered.  Both refrigeration and HVAC experience are necessary for this position.  Hydronic experience would be a plus. 

Other Skills and Abilities  Negotiating skills are important to this position as arbitration is a key factor in quickly resolving out-of-warranty disputes.  This position also requires the ability to operate various office equipment to include a computer and keyboard, telephone, copier, fax, calculator, etc.  Additionally, it requires computer software knowledge of word processing (MS Word), Spreadsheet (MS Excel, Quattro Pro), and presentation software (MS Power Point).  Professionalism, excellent communication skills, high quality conception skills, and mechanical aptitude are very important to this position.  Capability to prioritize duties in a fast-paced environment is also important.