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Field Service Advisor
Field Service AdvisorBest Equipment Co, Inc. • Indianapolis, Indiana, United States, 46235
Field Service Advisor

Field Service Advisor

Best Equipment Co, Inc. • Indianapolis, Indiana, United States, 46235
[job_card.1_day_ago]
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  • [job_card.full_time]
[job_card.job_description]

Company Overview :

Headquartered in Indianapolis, Best Equipment Company stands as the premier environmental equipment dealership in the Midwest. As a family-owned and operated business since 1917, we don't just sell equipment; we provide the essential solutions that keep communities running—from refuse and recycling to hydro excavation and underground operations. Serving municipalities and contractors across Indiana, Ohio, Kentucky, and Michigan, we have built our reputation on premium equipment and unmatched product support. When you join our team, you join a legacy of excellence where family values drive every decision and customer satisfaction is our highest priority.

Summary of the Position

We are seeking a highly organized and technically proficient Field Service Advisor to act as the central hub for field operations. This role ensures that technicians are properly scheduled, customer communications are clear, and all service and maintenance activities are documented accurately. You will work closely with technicians, customers, and manufacturers to maximize first-time fix rates, maintain warranty compliance, and generate revenue opportunities through proactive service recommendations.

Key Responsibilities

Field Operations Coordination

  • Schedule and dispatch technicians based on skill, availability, and equipment priority.
  • Monitor daily workflows, emergency call-ins, and technician assignments.
  • Ensure all jobs are logged in the ERP system with proper allocation of travel, diagnostic, and repair time.

Service Documentation & Compliance

  • Translate technician notes into the Complaint, Cause, Correction (3Cs) format for warranty compliance and clear client records.
  • Maintain detailed records of repairs, diagnostics, and OEM guidance.

    • Technical Liaison & Diagnostic Support

  • Collaborate with technicians to troubleshoot complex hydraulic, electrical, and mechanical issues.
  • Serve as a bridge between technicians, customers, and manufacturers for technical guidance, schematics, and technical assistance cases.

    • Customer Success & Revenue Generation

  • Identify opportunities for additional service or repairs and ensure timely follow-up within 48 hours.
  • Track and log all customer interactions in Salesforce to maintain proactive communication and customer engagement.
  • Promote aftermarket support services, including preventive maintenance and service agreements.

    • Software & Data Management

  • Ensure seamless data flow between ERP and Salesforce platforms.
  • Track technician productivity, parts usage, warranty submissions, and service efficiency.

    • Key Performance Indicators (KPIs)

  • First-time fix rate and overall technician productivity.
  • Accuracy and completeness of service documentation.
  • Proactive CSA lead generation and successful follow-up on recommended repairs.
  • Reduction in open work orders and rejected warranty claims.

    • Qualifications

    Required Skills :

  • Strong mechanical aptitude with understanding of hydraulics, electrical systems, and heavy equipment operations.
  • Excellent communication skills to translate technical information to customers and internal teams.
  • Strong organizational skills and attention to detail.
  • Proficiency with ERP systems and Salesforce.

    • Preferred Experience :

  • Prior experience in municipal or vocational equipment service.
  • Familiarity with field service operations and heavy truck maintenance.
  • Experience in customer-facing roles with troubleshooting and technical support.

    • Travel & Territory

  • Minimal travel may be required to visit field sites or meet with technicians as needed.
  • Must possess a valid driver’s license.

    • Benefits :

    Starting salary is competitive and will be based on qualification and experience. Best Equipment offers medical, dental, vision, and life insurance, 401K, 10 paid holidays, vacation and sick time, plus more benefits. For more information on Best Equipment, please visit www.BestEquipmentCo.com .

    PIfffd9b33e0be-30511-39302303

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    Service Advisor • Indianapolis, Indiana, United States, 46235

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