Field Service Advisor

Overview

The Field Service Advisor (FSA) is responsible for aiding dealership service personnel in delivering better customer service, help with difficult technical issues, provide technical training, and ensure Kawasaki warranty policies and procedures are being followed.

Duties and Responsibilities:

• Maintains a schedule of Kawasaki dealer visits for evaluation and follow-up.
• Make recommendations for dealership service manager to ensure technicians have proper working conditions, facility has adequate storage for vehicles and removed bodywork, area is clean, with proper signage including posted hours of operation and labor rate.
• Provide training for service managers on subjects related to hiring properly trained technicians, pay structures, internal skills training, developing a mentor program, and managing work flow to ensure high customer satisfaction.
• Promote dealer participation in technical training programs.  Deliver Service Update seminars for dealers.
• Interact with both Customer Care and K-Tech Dealer Care to provide crisis intervention and backup assistance for diagnosis of difficult repairs and customer dispute resolution.
• Assist Quality Assurance Engineers by collecting and reporting product quality and defect analysis data from the field.
• Perform warranty audits to ensure dealer parts retention, warranty claims, repair orders, and parts orders are consistent with all claims.
• Provide support from time to time for consumer events, dealer open house or grand opening festivities, or other activities where a Kawasaki representative is requested.
• Assist KMC Legal department with vehicle inspections required in conjunction with a lawsuit.
• Help strengthen the profit-making ability of new Kawasaki dealerships service departments.  Help District Sales
• Managers determine if new dealer applications meet Kawasaki service standards.

Consistently stays current with Kawasaki products and technology, developing a detailed understanding of theory of operation and fault diagnosis.
Responsible for raising and maintaining high customer satisfaction in area of responsibility using K.O.R.E.  Consults with dealers to formulate action plans for low K.O.R.E. scores in specific areas.

Education and Experience:

High school diploma or general education degree (GED) is mandatory; a Bachelor’s degree (BA/BS) or equivalent from a four-year college is preferred; and minimum five years related experience and/or training in field service/technical environment; or equivalent combination of education experience.

Qualifications:

To perform this job successfully, you must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must exhibit excellent oral and written communication skills.
• Must demonstrate the ability to successfully prioritize and organize multiple, competing tasks.
• Must be extremely detail and deadline oriented.
• Must bring energy and enthusiasm to group or team efforts.
• Frequent travel is required including multiple weekends.
• Ability to lift up to 50lbs on occasion.
• Approximate percentage of travel required: 80%.

Computer Skills:

To perform this job successfully, you should have solid knowledge and experience working with Microsoft 365. You will also be required to learn how to use Kawasaki OSC log reporting and inquiry systems.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.