Customer Service Advisor - Maple Ridge, Canada - Total Power Limited

Total Power Limited

Verified Company

Maple Ridge, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Service Advisor, Maple Ridge

We Offer

100% Employer Paid Medical and Dental Benefits
Employer RRSP Matching Program
Annual Health/Wellness Spending Accounts
Professional Growth & Development
What You'll Do - The Role (Responsibilities)

Manage repair sales with the aim of achieving gross margins and sales revenue that exceed forecasts
Timely and accurate estimating and quotations
Assist with smooth and accurate project administration
Regularly and accurately populate the company's business tracking tools
Develop and maintain a customer and prospect list
Provide budgets and forecasts as requested
Quotation follow up and track success rates
Work with sub-contractors to provide repair total estimation information to customers where required
Request and coordinate repair parts pricing and availability with the Total Power Parts Department
Identify new service contract opportunities and work with the Service Agreement Advisor to provide service contract proposals
Follow up on all quotations to gain customer approval to achieve annual sales targets
Work with existing Contract Customers where it is required to provide Customer service and support to ensure that their Total Power experience meets or exceeds their expectations
Meet and exceed Repair Sales targets
Contribute to the growth of contract sales targets
Contribute to the maintain and grow contract renewal rate targets
Open major repair work orders where required
Follow-up on all submitted repair quotes within 48 hours
Provide purchase orders to sub-contractors
Work with technicians on unit down service calls to properly inform customer of situation. This includes rental equipment costs and time frame.

Follow-up with customer until technicians return to site for repairs, keeping them informed of status of parts, timeframe and costs.

You are part of a team striving to "Provide the Best Customer Service in the Industry"

Work with others in the Service and Service Sales department to ensure the right service is supplied, at the right time and that the necessary information is provided to the technician and customer.

Ensure that all employees work together as a team and communicate in such a way that will avoid problems and disputes, always putting the customer (external and internal) first
Assist the Company in developing stronger relationships with our customers and suppliers
Provide new ideas for revenue growth that the Company's customers would value
Participate in weekly Service Sales Department meeting to discuss opportunities and issues
Other tasks and responsibilities as may be required from time to time
Service Product Responsibilities

Included items:
(non-warranty repairs)

ALL SERVICE REPAIR Estimates
Engine replacement or major work (Non-Home Stand By)
Diesel fuel system and Injector work
- (includes replacement, rebuild and injector cleaning)
Radiator replacement or re‐core (rad cleaning by third party = minor repair)
Alternator Repair rebuild or replacement - (Advise if brand name e.g. Stanford, Marathon and others)
Major Enclosure repairs or modifications (example handles, locks, fixing loose panel are Minor repair)
Control system upgrades, replacements or wiring changes (exception G&H panels)
Remote monitoring
Unit downs or requiring immediate quote while working on site.
Repairs requiring rental units (minor repairs at health care facilities need to have this considered)
When sub‐trades are involved (e.g. electricians, cranes, rebuild shops, etc.)
Exhaust systems & turbos from engine to muffler including new insulation (OEM parts up to flex=Minor)
Gear box repairs and change outs (gear oil changes and cleaning = Minor Repair)
Major refurbishments (refurbishments that require subcontractors, site visits, or involve replacement or reconfiguration of larger systems (fuel, engine, alternator, exhaust)

Home standby generator excluded from Major Repair category

What You Need (Requirement)
University/College education or equivalent experience
Minimum three years of sales experience in a similar industry preferred
Valid driver's license in good standing and a reliable personal vehicle required
Excellent computer skills
Excellent customer service skills. Deliver on our Customer Service Promise to 'make each Customer experience extraordinary' by upholding our Pillars and Values and following our Company Communication Charter
Maintain a well-organized and clean work area
Mechanical or Electrical aptitude and/or knowledge of combustion engines an asset
Follow all Company Health and Safety Policies and Guidelines and Privacy Policies
Ability to build and maintain lasting relationships with corporate departments and key business partners
Good organizational, time management and prioritizing skills
Strong problem identification and resolution skills
In the case of a power outage or declared State of Emergency by any level of Government, be available for work
Present a professional image to the Company's customers and suppliers maintai