Service Advisor

Ziegler Caterpillar; New Hampton (IA); On-site; USD 38,000 - 46,000; Full time

Benefits offered by this job

Health, Dental, Vision & LifeInsurance

PTO 15 days first year

9 paid holidays

401(k) with company match

HSA contributions

Disability Insurance

Paid parental leave

Fitness membership discount

Education assistance

Job summary

Ziegler CAT is seeking a Service Advisor to handle branch customer calls, open service calls, provide updates, schedule timelines and support internal and external customers.

The role requires strong customer service, mechanical aptitude, and proficiency with MS Office; 7+ years in service or customer-facing roles preferred. Excellent communication is essential for success at this branch.

Qualifications

• High school diploma or GED required; an Associate’s degree preferred.
• 7+ years of customer service experience required.
• Mechanical aptitude and strong computer skills (Outlook, Word, Excel).
• Industry experience with equipment or dealer networks preferred.

Responsibilities

• Open service calls and segments; research warranty when opening a call or on request.
• Schedule service and provide updates to customers on status and timelines.
• Coordinate with sales and shop staff on workload capacity and transportation needs.
• Act as main contact for service contracts and approvals for repairs.
• Assist with invoice disputes and account set-up as needed.

Skills

Customer service experience

Communication

Phone skills

Mechanical aptitude

Education

High school diploma or GED

Associate's degree preferred

Tools

Microsoft Office

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

Starting wage is dependent on skills, experience, education and location. Pay range may vary by 10% depending upon the applicant’s location. Along with competitive pay, full time positions are benefits eligible which includes:

• 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.