Service Advisor at Ziegler Caterpillar

Ziegler CAT has an opening for a Service Advisor who is responsible for customer calls coming into the branch. In this role, you will be opening service calls, providing updates and scheduling timelines, and/or providing other customer service. Strong customer service and communication skills will be necessary to ensure internal and external customers are supported and being keep up to date on processes.

Responsibilities:

Customer Contact at the branch:

• Customer contact for repair scheduling
• Contact for repair completion/status
• Seek approval on repair estimates from internal or external customer
• Confirm the readiness of machines for sales people/coordinators
• Respond to Equipment Link Alerts escalated by condition monitoring
• Contact for invoice disputes
• Work with credit on uncollected COD

Sales/Internal Communication/Contact:

• Update sales people on customer machines in the shop and field (include pictures)
• Update sales people on shop/workload capacity
• Arrange and Support Transportation for non-rental (ZRS & Heavy) transports

Service Contract Initiation:

• Organize the flow parts kits, service contracts, and technology set-ups
• Monitor unexecuted service contracts
• Main point of contact for service contracts
• Check for service letters, safety letters, field campaigns, Equipment ID Requirements, and CVAs when opening a service call

Service Call Opening:

• Open service calls and segments
• Research warranty when opening a call or when requested
• Use Standard Jobs when available
• Schedule service
• Contact credit for needed overrides & new account set-ups

Workflow Management:

• Communicates clearly and frequently with the supervisors on the status of the jobs in the shop and field
• Does not provide work instruction to technicians
• Supports WIP management in conjunction with Service Call Administrators and Shop Supervisor

Qualifications:

• High school degree/GED required; Associate’s degree preferred
• 7+ years of customer service experience required
• Mechanical aptitude required
• Strong computer and Microsoft Office experience (Outlook, Word, Excel)
• Strong phone and customer service required
• Industry experience strongly preferred

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