Service Advisor

Ziegler CAT has an opening for a Service Advisor in the machine rebuild department. 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 kept up to date on processes.

Responsibilities:

Customer Contact at the branch:

• Customer contact for repair scheduling
• Contact for repair completion/status updates
• Seek approval on repair estimates from internal or external customer
• Confirm the readiness of machines for customer/ transportation.
• 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 of machines
• Works closely with other departments including, but not limited to, the backorder team, the ZRC, field service and all specialty departments.

Program Verification:

• Verification of warranty and available rebuild programs and discounts
• Maintains promotional and required rebuild items.
• Check for service letters, safety letters, field campaigns, Equipment ID Requirements, and CVAs when opening a service call
• Maintains the service call for entire project.

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, but supports the team by providing timely and accurate parts, component and backorder reports.
• 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