Service Advisor

Ziegler Caterpillar; Minneapolis (MN); On-site; USD 42,705 - 50,971; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) with company match

HSA contributions

Job summary

Ziegler Caterpillar is seeking a Service Advisor in the machine rebuild department. You will open service calls, provide updates, and schedule timelines while ensuring both internal and external customers are informed throughout the process.

The role requires strong customer service, communication skills, and mechanical aptitude to support repair operations and cross‑department collaboration at the Minneapolis location.

Qualifications

• High school degree or GED required; Associate degree preferred.
• 7+ years of customer service experience.
• Mechanical aptitude and strong computer skills (Outlook/Word/Excel).

Responsibilities

• Open and manage service calls and scheduling updates.
• Coordinate with shop and sales on repairs and workload.
• Verify warranties, rebuild programs, and discounts.
• Communicate with customers and provide status updates.
• Assist with transportation and invoice issues.

Skills

Customer service

Communication

Mechanical aptitude

MS Office

Phone skills

Industry experience

Education

High school diploma or GED

Associate’s degree preferred

Tools

Microsoft Office (Outlook/Word/Excel)

Job description

Ziegler CAT has an opening for a Service Advisor in the machine rebuild department. 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 updates
• Seek approval on repair estimates from internal or external customer
• Confirm the readiness of machines for customer/ transportation
• 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 of machines
• Works closely with other departments including, but not limited to, the backorder team, the ZRC, field service and all specialty departments

Program Verification

• Verification of warranty and available rebuild programs and discounts
• Maintains promotional and required rebuild items
• Check for service letters, safety letters, field campaigns, Equipment ID Requirements, and CVAs when opening a service call
• Maintains the service call for the entire project

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, but supports the team by providing timely and accurate parts, component and backorder reports
• 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.

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.

Pay Range: $30.97 to $37.15 (starting wage dependent on skills, experience, education and location; may vary by 10% based on location). Full‑time positions are benefits‑eligible which includes:

• Health, Dental, Vision and Life Insurance
• 15 days of PTO in the 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