Service Advisor

About Us:

Bigfoot is a small, non-union company providing rentals, sales, and service for a diverse range of products, including Self-Erecting Tower Cranes, Traditional Tower Cranes, Construction Hoists, and Roof Top Derrick Cranes. Our service business offers employees opportunities to work across different areas and expand their skills and training. Many employees achieve formal certifications, including Electrician, Millwright, and Elevating Device Mechanic. We seek versatile employees who are interested in contributing across our service operations. We provide competitive wages and comprehensive benefits in a strong team environment built on honesty and integrity.

Job Overview:

The Service Advisor plans, schedules, and coordinates the dispatch of crews and equipment to job sites. The role also prepares customer quotations promptly, follows up with customers, and coordinates parts and service dispatch on an ongoing basis. Periodic after-hours availability is required to support technicians and clients.

The incumbent must be customer service focused and able to capitalize on opportunities when they arise to promote our products and services. The candidate will require excellent verbal, written, and communication skills as well as an in-depth knowledge of and application of standards and regulations pertaining to our specific industry. Knowledge of industry Health and Safety regulations as well as applications of said policies and regulations is a must

QUALIFICATIONS:

• Strong organizational and analytical skills, good judgement, and the ability to manage a variety of activities.
• Keen understanding of electrical and mechanical systems. Journeyman status in such trades would be an asset.
• Strong ability to communicate. Provides information in a timely manner to customers and coworkers, even when delivering difficult news.
• Independent problem solver. Capable of making decisions in real time to maintain efficient flow of work.
• 2+ years’ experience dispatching personnel & equipment would be an asset.
• Strong sales skills with the ability to recognize opportunities to promote our products and services.
• 2+ years’ experience calculating project costs as well as creating and following up on customer quotations.
• Experience working with Preventative Maintenance programs
• Efficient use of computers and programs like MS Office, CRMs, dispatch system and fleet management software.
• Excellent interpersonal skills with the ability to form strong relationships with coworkers and clients.
• Experience with technical documents including engineered drawings, project drawings, & technical bulletins.
• Produces professional written correspondence with strong email etiquette.
• All other duties as assigned.

KEY RESPONSIBILITIES:

Daily Dispatch:

• Daily coordination of field technicians and sites to perform mobilizations, servicing, troubleshooting and repairs.
• Collaborate with parts dept. to coordinate parts, tools, and supplies to coincide with the Technician timelines.
• Plan and book subtrades in correlation of scheduling needs (trucking, contractors, engineers, inspectors, etc.)
• Organize and book out of town travel for Technicians. (Hotels, flights, rental vehicles, etc.)
• Keep upcoming schedule full of tasks to ensure that billable time and technician efficiency is maximized.
• Ensure addresses, contacts & project information required by Technicians is readily available for them to perform their work in an efficient manner. (Site books, manuals, engineering, installation instructions, etc.).
• Monitor upcoming weather conditions and adapt work schedules accordingly.
• Set holiday schedules in alignment with employee ratio to best manage the workload as per the season. (This schedule includes time away at training.)

Diagnosing & Troubleshooting:

• Answer incoming calls from clients, assess their equipment needs and propose solutions.

• Discuss repair recommendations with Technicians to ensure accurate timeline & scheduling to resolve issues.
• Determine the proper combination of technicians, skillsets, tools, and parts to send to site to resolve the issues.

Administration:

• Create service tickets, purchase orders and planned maintenance.
• Approve technician timecards and service invoices.
• Produce Technical Safety BC (TSBC) inspection documents and compliance completion reports.
• Assist with keeping technician training up to date.

Fleet and Customer Equipment Management: (PM Program)

• Serve as a backup to the Equipment Maintenance Planner for the Preventative Maintenance program for our fleet of cranes, hoists, trucks, trailers, and accessories as well as our client’s equipment as requested.
• Assess Technician work orders, update preventative maintenance system, and plan the next service and/or repair work.
• Assign pre/post trip inspections to Technicians. Prepare equipment to meet upcoming project timelines.
• Track and maintain annual equipment certifications including hoist overspeed devices and non-destructive testing.
• Coordinate crane and hoist rebuild programs and/or new capital projects.

Quotes & Sales:

• Proactively identify and act on opportunities to promote and sell company products, parts, and services to existing and prospective clients through phone, email, and other customer interactions.
• Develop and maintain strong customer relationships to understand their equipment needs, identify sales opportunities, and recommend solutions that add value to their operations.
• Identify opportunities to upsell and cross-sell additional parts, services, preventative maintenance programs, and equipment solutions.
• Prepare parts and service quotations tailored to clients’ equipment needs, follow up promptly, and close sales.
• Follow up with customers on declined or deferred quotations to identify barriers to purchase and explore opportunities to secure future business.
• Maintain accurate records of quotations, customer interactions, sales opportunities, and follow-up activities within the company's systems.
• Work collaboratively with the service, parts, and sales teams to identify opportunities to grow revenue and maximize customer satisfaction.
• Prepare repair recommendations and repair completion reports for clients, as required, highlighting additional maintenance or service needs where applicable.
• Prepare repair reports and cost estimates for customer-caused equipment damage to support billing back repair costs and communicate associated costs clearly and professionally.
• Review and resolve service-related invoice disputes with clients professionally and promptly. 

Safety:

• Prepare paperwork required by government authorities. (e.g. hoist submissions, notice of project submissions, etc.)
• Participate and assist in the organization of weekly and monthly service meetings.
• Assign individuals to perform inspections and ensure daily, weekly, and monthly inspections are completed. 
• Before dispatching crews, verify that the required manpower, equipment, training, and procedures are in place for the work. Apply company policies and procedures and industry regulations to avoid sending crews into situations without these requirements.
• Work with HSE department to assist in injury management programs and incident investigations.

Time Commitment:

Bigfoot has clients and crews working extended hours each week and often in remote locations. The Service Advisors are their “lifeline” for support, scheduling, questions or overall coordination. Not all this support falls within regular work hours.

Service Advisors are to have ability to attend to incoming calls on evenings, weekends, and holidays. Time off is fully supported, however during absences, the phone should be forwarded to another team member who is available to handle calls.