Job purpose
The Field Technical Service Advisor (FTSA) role will work as a key member of the Tools & Equipment Team to provide first class, professional technical service/support to the BG Distributor network. The Field Technical Service Advisor will troubleshoot field inquiries and or assist in training on BG Tools & Equipment and related products. This position will be a direct resource for the research and development of current and new tools and equipment along with application methods offered by the company. The Field Technical Service Advisor will travel to represent BG Products Inc. at tradeshows, automotive field training, conferences, distributor visits, etc.
Duties and responsibilities
- Assess and resolve distributor inquiries, requests and complaints, primarily by phone/email, to ensure that the majority of customer inquiries are resolved at the first, or earliest thereafter, point of contact.
- Exercise sound judgment in making decisions within established written procedures for each service request, which may include logging data requests, gathering data from multiple department sources, tracking progress in database format and reporting back in a timely fashion to resolve issue.
- Maintain electronic and/or written databases of letters, forms, technical advice, information given, services requested and complaints made to ensure accuracy of information and efficiency when dealing with distributors. Encourage/solicit feedback on services provided and recognize the changing needs of service opportunities by making recommendations for improvements to Tools & Equipment group.
- Participate in the introduction and training of current/new/updated tools & equipment.
- Extensive personal knowledge gained from training, day to day contacts, accessing databases and integrated systems will be critical to the success of this role primarily with design/function of various automotive systems (engine, power-train, tools, services and equipment.
- Assist with research and development of new services and or tools/equipment.
- Write service and tools/equipment technical bulletins.
- Must be able to travel for field training, tradeshows, conventions, R&D projects, etc
- Training groups of internal & external automotive professionals in classroom or shop/dealership environments.
- Must be able to follow and write procedures.
- Other duties as assigned.
Qualifications
- High school diploma or equivalent required. Bachelor degree or advanced technical training is preferred
- Five (5) years of experience in automotive field preferred.
- Experience with BG Products Automotive Service Equipment and application methods preferred.