Service Advisor

Ziegler Caterpillar; Crookston (MN); On-site; USD 39,000 - 45,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

401(k) with company match

HSA contributions

Paid time off: 15 days

9 paid holidays

Parental leave

Education assistance

Fitness membership discount

Job summary

Ziegler CAT is seeking a Service Advisor in Minnesota to manage customer calls, open service requests, schedule repairs, and communicate updates to customers and internal teams.

The role requires strong customer service, mechanical aptitude, and MS Office proficiency. You will liaise with sales, coordinate transport, and support service contracts while maintaining service excellence for our branch operations.

Qualifications

• High school diploma or GED required; associate's degree preferred.
• 7+ years of customer service experience required.
• Mechanical aptitude required.
• Strong computer skills and MS Office (Outlook, Word, Excel) needed.
• Excellent phone and customer-service abilities required.
• Industry experience strongly preferred.

Responsibilities

• Handle customer calls for repair scheduling and status updates.
• Coordinate repairs and communicate with sales and customers.
• Initiate and monitor service contracts and set up tech-ready configurations.
• Open service calls, research warranties, and schedule service work.
• Maintain clear, frequent communication with the shop and sales teams.

Skills

Customer service

Mechanical aptitude

Microsoft Office

Phone skills

Industry experience

Education

High school/GED

Associate’s degree

Tools

Outlook

Word

Excel

Job description

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 kept 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
• 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
• 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

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.

SEE YOURSELF AT ZIEGLER

Founded in 1914, Ziegler is a third-generation, family-owned CAT dealer with over 2400 employees across 30+ locations in Minnesota, Iowa and northern Missouri. Since day one Ziegler has had the same philosophy- if the customer is successful- then Ziegler will be successful. That is why Ziegler is committed to providing employees with the best possible work environment and the right tools for career development. This means great benefits, work/life balance, and ongoing professional development and training. Fulfill your calling by starting a career with Ziegler today!

The pay range for this position is

$27.87 to $33.44

• Health, Dental, Vision and Life Insurance
• 15 days of PTO your first year, accrual starts day 1
• 9 paid holidays
• 401(k) plan with company contribution and match
• HSA (Health Savings Account), Ziegler contributes up to $1000 tax-free each year
• Short-Term and Long-Term Disability Insurance, FSA & EAP
• Paid Parental Leave & Funeral Leave
• Fitness membership discount
• Education Assistance

At Ziegler Inc. we’re committed to equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.