Service Advisor

Ziegler Caterpillar•New Hampton, IA

20d•$28 - $33

About The Position

Ziegler CAT is hiring a Service Advisor to handle customer calls coming into a branch and support customers throughout the repair process. The role opens service calls, provides updates and scheduling timelines, and delivers other customer service to internal and external customers. It also coordinates service contracts, communicates with sales and shop staff, and supports workflow and work-in-progress management. Strong customer service and communication skills are necessary to keep customers informed about processes. The position requires a high school degree or GED and at least seven years of customer service experience. An associate’s degree and industry experience are preferred. Mechanical aptitude and strong computer skills, including Microsoft Office experience, are required. The job includes physical activities such as lifting or carrying up to 10 pounds, standing, walking, using hands, talking, hearing, climbing stairs, reaching forward, bin lifting, and fingering or grasping.

Requirements

High school degree or GED.
At least 7 years of customer service experience.
Mechanical aptitude.
Strong computer skills and Microsoft Office experience, including Outlook, Word, and Excel.
Strong phone and customer service skills.

Nice To Haves

Associate’s degree.
Industry experience.

Responsibilities

Handle customer contact at the branch, including repair scheduling and repair completion or status inquiries.
Seek internal or external customer approval for repair estimates.
Confirm machine readiness for salespeople and coordinators.
Respond to Equipment Link Alerts escalated by condition monitoring.
Handle invoice disputes and work with credit regarding uncollected COD.
Update salespeople on customer machines in the shop, including providing pictures, and on shop or workload capacity.
Arrange and support transportation for non-rental (ZRS and Heavy) transports.
Organize the flow of parts kits, non-field service contracts, and technology setups.
Monitor unexecuted service contracts and serve as the 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.
Open service calls and segments, research warranty when opening a call or when requested, use Standard Jobs when available, and schedule service.
Contact credit for needed overrides and new account setups.
Communicate clearly and frequently with the shop supervisor about the status of shop jobs.
Support WIP management in conjunction with Service Call Administrators and the Shop Supervisor.
Do not provide work instructions to technicians.

Benefits

Health, dental, vision, and life insurance.
15 days of PTO in the first year, with accrual starting on day one.
9 paid holidays.
401(k) plan with company contribution and match.
Health Savings Account (HSA), with Ziegler contributing up to $1,000 tax-free each year.
Short-term and long-term disability insurance, flexible spending account (FSA), and employee assistance program (EAP).
Paid parental leave and funeral leave.
Fitness membership discount.
Education assistance.
Ongoing professional development and training.
Work/life balance.