Service Advisor-Tier 2

The Service Advisor position will:

Troubleshoot over the phone and advice customers how to repair machines. Make service calls and repair machines in the local area. Teach service schools on our equipment.

Duties and Responsibilities:

1. Answer phone and help customers with repair problems
2. Set up service schools
3. Resolve service entity problems
4. Take parts orders
5. Help parts department resolve parts problems
6. Run service schools in local area
7. Keep records of specially coded keys
8. Coordinate service classes and other services with OEM Vendors
9. Help in repair department
10. Help sales groups with customer appreciation days
11. Help with inventory at year end
12. Special projects as needed

KNOWLEDGE AND SKILLS:

· Computer skills

· Data Entry Requirement: 3000-3500 keystrokes per hour, with 80% accuracy

· Math ability

· Good communication skills, verbal and written

· Good organizational skills

· Knowledge of our machines

· Working knowledge of electronics

PHYSICAL REQUIREMENTS:

· Ability to lift boxes from post office/paper for printer

· Ability to do service calls

EDUCATION AND WORK EXPERIENCE:

1. AAS degree in Industrial Electronics

GENERAL:

The above is intended to describe the general content of and requirements for performing this job. It is not an exhaustive statement of duties, responsibilities, or requirements. This description does not preclude the supervising authority from adding or changing duties or responsibilities as required to meet the company’s needs.

Requirements

· 2+ years of experience in technical support or customer service, preferably in vending or appliance repair.

· Strong analytical and problem-solving skills.

· Excellent written and verbal communication skills.

· Familiarity with CRM systems, ticketing platforms, and remote diagnostic tools.

· Ability to work independently and manage multiple priorities.