Service Advisor

Ziegler•Buhl, MN

26d

About The Position

Ziegler CAT is hiring a Service Advisor to handle customer calls coming into the branch and support internal and external customers. The role opens service calls, provides updates and scheduling timelines, and provides other customer service. It also coordinates communication among customers, sales staff, supervisors, service call administrators, and shop personnel while supporting service workflow and contract processes. The Service Advisor does not provide work instructions to technicians. Ziegler is a third-generation, family-owned CAT dealer founded in 1914, with over 2,400 employees across more than 30 locations in Minnesota, Iowa, and northern Missouri. The company describes its focus as helping customers succeed and providing employees with a supportive work environment, career development, and training. The pay range is $30.97 to $37.15; starting wage depends on skills, experience, education, and location, and the range may vary by 10% based on applicant location. Full-time positions are benefits eligible.

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.
Ability to lift and carry up to 10 pounds.
Ability to stand, walk, use hands, talk, hear, climb stairs, reach forward, lift bins, and finger or grasp.

Nice To Haves

Associate’s degree preferred.
Industry experience strongly preferred.

Responsibilities

Handle customer contact at the branch, including repair scheduling, repair status and completion updates, repair estimate approvals, machine readiness confirmations, escalated Equipment Link Alerts, invoice disputes, and uncollected COD matters with credit.
Update salespeople on customer machines in the shop and field, including pictures, and share shop and workload capacity updates.
Arrange and support transportation for non-rental ZRS and Heavy transports.
Organize the flow of parts kits, service contracts, and technology set-ups; monitor unexecuted service contracts; and serve as the main point of contact for service contracts.
When opening service calls, check for service letters, safety letters, field campaigns, Equipment ID Requirements, and CVAs.
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 supervisors about the status of jobs in the shop and field.
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.
Work/life balance and ongoing professional development and training.