Service Advisor - Technical Support

Who We Are - Thermon

Thermon is a diversified technology company and a global leader in industrial process heating, temperature maintenance, environmental monitoring and temporary power distribution solutions. We deliver engineered solutions that enhance operational awareness, safety, reliability and efficiency to deliver the lowest total cost of ownership.

Thermon offers over 250 products, software and services across multiple brands, providing a range of offerings from boilers, transportation heaters, and liquid load banks to tubing bundles and heat trace. We are the silent guardians of critical infrastructure. From the relentless demands of chemical plants and the intricate networks of rail and transit to the vital pulse of power generation, we innovate solutions that ensure optimal operation, protect critical assets, and maximize efficiency.

We care deeply about the success of our customers, the well-being of our people, and the reliability of every product we design. This drives our unwavering commitment to safety and integrity in everything we do. Through collaboration, we unite a rich legacy of expertise with a trusted global team, partnering side-by-side with our customers. We transfer the warmth needed to make life work.

The Role

The Service Advisor will be responsible for selling Thermon's repair program through effective strategies and policies in order to maximize sales and profitability. The Service Advisor will provide a high level of technical support and excellent customer service through day-to-day contact with customers.

What You Will Do

Opening repair quotes

• Ensuring correct customer invoice accounts and shipment have been applied
• Confirming correct salesperson and if there is going to be Rep's commission applied to the order
• Create part number when required
• Receive the model number, location, and serial number manually
• Enter the model number, location, and serial number again to be able to create the production order
• List all required parts on the S/O line for customer's review
• Create BOM with relevant repair parts
• Confirm routes
• Estimate the dollar amount from the production order to add to the quote
• Confirm Margins are appropriate
• Quote the cost of new so the customer has a side-by-side comparison repair vs new
• Email customer quote and attach the sent quote to the S/O in AX

Create production order

• Process production orders to the floor once approved
• Review production order after repair complete and make relevant changes
• Posting and closing production orders when the units have been repaired and pass all relevant testing
• Scan and attached all inspection sheets for Ruffneck and Norseman units to S/O in AX

Sale's Order

• Attached customers responses i.e., purchase order for repair, scrap or ordering new in AX
• Attach any freight quotes to S/O in AX
• Ensure purchase order information corresponds with sales order
• Confirm sales order with ship to and ship via once units are completed
• Process the production order to the shop floor
• Ship scrap units in the system

Customer interaction

• Resolve product or service problems by clarifying the customer's complaint's and determining the best solution to solve the problem, expediting correction or adjustment.
• Serves as liaison with connecting customers with other facilities, Engineering, or technical support staff as required
• Respond to customer inquiries providing product and services information
• Credit adjustments and invoicing inquiries.
• Issuing RMA's and commercial invoices for international returns
• Maintains rapport with customers, managers, and fellow employees by setting priorities, and problem solving for workflow issues.

Administrative operations

• Resolve ERP problems by analyzing information and identifying and communicating solutions to appropriate dept.
• Ensure all procedures and directives on productivity, margins, and policies are met in accordance with management directives.
• Work with invoicing group to ensure data is accurate and discuss any discrepancies.

Knowledge & Qualifications

• Post-secondary technical diploma or degree; plus minimum of three years related experience in the industry. Or the equivalent combination of education and experience.
• Knowledge of process heating products and heat transfer engineering would be an asset
• Working knowledge of Microsoft Windows environment.

Skills & Attributes

• Excellent communication skills.
• Good problem-solving skills.
• Ability to organize and prioritize workload.
• Is dedicated to meeting the expectations and requirements of internal and external customers.
• Attention to detail