Service Advisor

Ziegler•New Hampton, IA

13d

About The Position

Ziegler CAT is hiring a Service Advisor responsible for customer calls coming into the branch. The role opens service calls, provides updates and scheduling timelines, and delivers other customer service to support internal and external customers and keep them informed about processes. The Service Advisor also coordinates with sales, service contracts, credit, and the shop while supporting workflow and work-in-progress management. The position does not provide work instructions to technicians. Ziegler is a third-generation, family-owned CAT dealer founded in 1914, with more than 2,400 employees across over 30 locations in Minnesota, Iowa, and northern Missouri. The company describes its philosophy as supporting customer success and offers employees a work environment, tools for career development, work/life balance, and professional development and training. The pay range is $27.87 to $33.44; starting wage depends on skills, experience, education, and location, and the range may vary by 10% depending on applicant location. Full-time positions are eligible for benefits.

Requirements

High school degree or GED required.
Seven or more years of customer service experience required.
Mechanical aptitude required.
Strong computer skills and experience with Microsoft Office, including Outlook, Word, and Excel.
Strong phone and customer service skills required.
Industry experience strongly preferred.

Nice To Haves

Associate’s degree preferred.
Industry experience strongly preferred.

Responsibilities

Handle customer contact at the branch, including repair scheduling, repair completion and status, repair estimate approvals, machine readiness for sales personnel and coordinators, escalated Equipment Link Alerts, invoice disputes, and uncollected COD coordination with credit.
Update sales personnel about customer machines in the shop, including pictures, and shop/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 set-ups; 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; schedule service; and contact credit for needed overrides and new account set-ups.
Communicate clearly and frequently with the shop supervisor about the status of jobs in the shop.
Support WIP management in conjunction with Service Call Administrators and the Shop Supervisor.
Do not provide work instructions to technicians.