Service Advisor

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

Benefits offered by this job

Health, Dental, Vision and Life Ins.

PTO 15 days first year

9 paid holidays

401(k) plan with company match

HSA contribution

Job summary

Ziegler CAT is seeking a Service Advisor to manage customer calls at the branch, open service calls, provide updates, and schedule timelines. The role requires strong customer service and clear communication to support internal and external customers throughout the service process.

Responsibilities include coordinating repair scheduling, obtaining approvals for estimates, tracking job progress, and ensuring machine readiness for sales personnel.

Qualifications

• High school degree or GED required.
• Associate's degree preferred.
• 7+ years of customer service experience required.
• Mechanical aptitude required.
• Proficient in Microsoft Office (Outlook, Word, Excel).
• Strong phone and customer service skills.

Responsibilities

• Customer contact for repair scheduling at the branch.
• Contact for repair completion/status.
• Seek approval on repair estimates from internal or external customers.
• Confirm readiness of machines for salespeople/coordinators.
• Respond to equipment alerts and CVAs when opening a service call.
• Process invoice disputes with customers and credit as needed.
• Coordinate transportation for non-rental transports.
• Organize flow of parts kits and non-field service contracts.

Skills

Customer service

Communication

Mechanical aptitude

MS Office

Phone skills

Industry experience

Education

High school diploma or GED

Associate’s degree preferred

Tools

Outlook

Word

Excel

Job description

Job Overview

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.

Job Description Notice

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.

Accommodation for Disability

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!

Pay Range

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.

Benefits

• 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
• Health, dental/orthodontia, vision & life insurances
• Paid time off (PTO) – 15 days to start 9
• Paid holidays
• 401(k) contributions & match
• HSA, Ziegler contributes up to $1000 tax-free annually
• STD & LTD Insurance
• FSA & EAP
• Paid Parental Leave & Funeral Leave
• Fitness membership discount
• Ongoing training
• Education assistance
• Advancement opportunities
• Safe, clean, and friendly work environment
• Military Friendly

Equal Opportunity Statement

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.

Military Friendly

Ziegler employs a wide variety of former U.S. Armed Services personnel. We actively hire those with prior military experience and accommodate the needs of Reserve and National Guard members.

What We Can Offer You

What We Can Offer You Competitive pay Health, dental/orthodontia, vision & life insurances Paid time off (PTO) – 15 days to start 9 Paid holidays 401(k) contributions & match HSA, Ziegler contributes up to $1000 tax-free annually STD & LTD Insurance, FSA & EAP Paid Parental Leave & Funeral Leave Fitness membership discount Ongoing training Education assistance Advancement opportunities Safe, clean, and friendly work environment Military Friendly Ziegler employs a wide variety of former U.S. Armed Services personnel. We actively hire those with prior military experience and accommodate the needs of Reserve and National Guard members.

Build Your Career at Ziegler

Ziegler sells and services CAT® construction and mining equipment, generators and industrial engines in Minnesota and Iowa, as well as AGCO agricultural equipment across Minnesota, Iowa and Missouri. Ziegler has a team focus, a first-class reputation for service, and a healthy work-life balance. We train an employee to do things the Ziegler Way — the right way —and then we take it one step further. If you’re a talented, hard-working and down-to‑earth person, you’ll fit in perfectly here.