Service Advisor - Ag

Ziegler CAT has an opening for a Service Advisor for our Ag Division 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 (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, non-field 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 shop supervisor on the status of the jobs in the shop
• 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