Service Advisor

4 weeks ago

Brainerd, United States ZieglerCat Full time

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 (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
* 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

Qualifications:

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

Minimum Physical Requirements:

* Lift/carry up to 10 lbs
* Standing, walking, using hands, talking, hearing, stair climbing, forward reaching, bin lift, fingering/grasping .

This job description is intended to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position. Ziegler Inc. will reasonably accommodate the known disabilities of qualified disabled individuals.

Ziegler Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color or creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, pregnancy, affectional preference, disability, age, marital status, familial status, protected veteran status, status with regard to public assistance, membership or activity in a local commission dealing with discrimination, or any other protected class status.

For more information about your equal employment opportunity rights and protections, click here.

For information about your Family and Medical Leave Act rights, click here, and for information about the Employee Polygraph Protection Act, click here.

For information about Pay Transparency Nondiscrimination

Special Assistance Request Form | Ziegler CAT

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