Service Advisor

Company Overview:



Fabick Cat is the authorized dealer of Caterpillar equipment, prime and stand-by power systems, parts and service, compact construction, and rental equipment for major portions of Illinois, Missouri, the entire state of Wisconsin and the Upper Peninsula of Michigan. We have been in business for over 100 years and are headquartered in Fenton, Missouri. For more information visit http://www.fabickcat.com/



Why Work For Us!



At Fabick Cat, you are beyond just an employee, you are a part of the Fabick family. A family that has worked so diligently to cement a legacy that was built over 100 years ago through a collective vision "To Ever Serve Our Customers Better". This legacy could not have been possible without first employing then developing the best and brightest talent the market has to offer. We believe it to be of the upmost importance to invest in our workforce by supporting and empowering employees to develop the necessary skills to become successful in their own career.... to become a legacy. Are you ready to join our family legacy to continue our existence as 'the greatest service organization of its kind' over the next 100 years? The Fabick family appreciates and values the ongoing commitment of its employees and is pleased to provide a highly competitive total compensation and benefits package.



Responsibilities:


* Responds to all customer service calls, emails and walk-ins for the service shop with current and future service repairs.
* Conducts interview with the customer to determine the services required and schedule the work for the customer. Quotes work and coordinate quotes from shop supervisors or regional quoter for the customer. Works with shop management to prioritize shop work and open work orders. Work orders will then be handed off to the appropriate shop supervisors to manage the work through the work order process. May update work orders as needed. Completes Cat Inspect inspections, quoting items found and gaining customer approval on repairs.
* Monitors repair process and update customers proactively and coordinates with service management on customer feedback and questions.
* Conducts daily discussions with all supervisors to determine work order completion and discuss all updates/changes to the customer on a daily or as needed basis.
* Manage a visual scheduling board to track service work in process and close work orders. Individual segments will be reviewed and closed by the appropriate service supervisor.
* Follows up with customer for additional work during the repair and after the work is complete to determine customer satisfaction.
* Collaborates with the service management to determine customer goodwill, if necessary. Process COD orders.
* Any and all other duties as assigned.



Qualifications:


* High School or GED Required
* Bachelor's degree in Accounting, Business Management or Technology Management is preferred. Associates degree in Diesel Technology preferred.
* Direct experience in resolving customer issues and complaints required.
* 1-5 years heavy equipment, truck or automotive technical experience required.
* Demonstrated customer service skills and knowledge of the service processes is required as well as direct customer contact experience.
* 3 - 5 years supervisory experience is preferred.
* Experience with quoting repairs on heavy equipment is preferred
* Strong time management, analytical and problem-solving skills, team player and customer focused is required.
* Strong computer skills with proficiency in Microsoft Office, PowerPoint and Outlook. Experience with DBS/AS400 and Cloudlink is required.
* Exceptional written and oral communication skills. Self-motivated and process oriented. Strong conflict resolution skills required. Must be detail oriented, organized, professional, motivated and hold excellent time management skills.



Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit for long periods, stand, walk, bend and stoop to perform the essential functions of this job. Occasionally lift and/or move up to 20 pounds.

Equal Employment Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled