Position Summary:
As the Parts & Service Advisor, you are responsible for providing superior customer service. At FSS the customer experience is key. Our commitment to our customers and the experiences they have with our company is at the heart of everything we do. Therefore, from our first interaction all the way through and after with subsequent sales support, parts, and warranty, FSS is there to serve our customers. It is your responsibility to ensure high-quality service and repairs are provided to our customers. You will handle all customer inquiries promptly and accurately, listen to their concerns and write repair orders. In addition, you will liaise with service providers and technicians to assist customers with their equipment issues, along with providing warranty and invoicing support. Your position is vital to ensuring that FSS fulfills our commitment in ensuring a superior customer experience is provided. By going above and beyond all customer interactions, we create loyalty which results in repeat business.
Duties & Responsibilities:
- Provide technical support to customers to resolve technical issues with commercial kitchen equipment such as: combi ovens, high speed ovens, microwave ovens, ranges, induction cooking equipment, toasters etc.
- Liaise with service providers and technicians in the field to assist end users with equipment issues.
- Co-ordinate and provide technical training to the service provider’s technicians.
- Provide warranty and invoicing support – such as auditing and analyzing warranty claim data, to ensure that the warranty claim adheres to service policies and procedural requirements.
- Maintain working knowledge of products, warranty claims and resources.
- Assist with any other service department function to ensure excellent customer service.
- Establish processes and standards to ensure customer satisfaction and efficient operations.
- Review completed jobs for quality control.
- Handle escalated customer concerns.
- This position requires occasional travel for manufacturers’ training purposes.
- Perform equipment inspections with the ability to life 25/50 pounds on occasion.
- To carry out any other tasks which may be reasonably expected for the promotion and support of our business.
- Any other such duties as may be determined by your reporting Manager.
Position Requirements:
- Ability to provide excellent customer service in a fast paced, high-volume environment.
- Proficient with process fulfillment, paperwork, and order entry.
- Effective listening and good phone skills.
- Attention to detail when it comes to taking orders and understanding the customer.
- Excellent critical thinking, organization, time management, and problem-solving skills.
- Strong communication skills, both written and verbal.
- Team player who works productively with a wide range of personalities.
- Capable of effectively managing multiple issues and prioritizing them.
Education, Experience, and Licensing Requirements:
- Minimum 3 years of technical service experience including combi ovens.
- Practical technical knowledge of commercial kitchen equipment and specifically combi ovens.
- Knowledge of Microsoft Office and have computer proficiency.
- G3 Gas License an asset.