Are you on the job market or you just want to learn what opportunities are available out there? Magnum Search Group is always looking to connect with top talent within the Heavy Equipment, Ag, Material Handling and Transportation Industries.

Our clients are looking for Heavy Equipment Mechanics, CDL Drivers, Shop Foreman, Service Managers, Branch Managers, Operations Managers, Engineers, Product Support Specialists, Territory Managers, District Managers, General Managers and VP level candidates across Canada and the United States.

Please have a look at our newest opportunities. We hope to hear from you soon!

Customer Service Advisor

Location: Surrey, BC, Canada
Magnum Search Group has partnered with a leading heavy equipment dealership. Together we are in search of a Ticketed Customer Service Advisor to join their team in Surrey, BC.
 

Position Overview:

Responsible for managing service process, focusing on safety, work order management and effective customer communication while ensuring compliance with the Company's Service Operational Excellence Process and Customer Service Commitment
  

Job Description:

Major Job Functions:
Customer Interaction/Communication
  • Manage customer interactions by responding to coming service, warranty and customer inquiries telephone calls, informing customers of repairs, service reports and estimated time of completion of job in compliance with Company's Customer Service Commitment.
  • Respond and manage all incoming service, warranty and customer inquiries
  • Responsible to ensure compliance with service-related policies (WO signing, travel, etc.)
  • Advises customer on additional options/repairs
  • Provide estimate completion date based on identified scope of work and communicate guaranteed completion date
  • Responsible for the decision making whether to troubleshoot repair in shop or field
  • Finalize and document all information on the customer interview form
 Service Process Management
  • Manage service work orders and job files in compliance with Service Operational Excellence process and procedures, including managing Service Work in Progress (SWIP), creating, maintaining and archiving service work orders and job files.
  • Establishes scope of work for the job and compile machine information, warranty, CAT, machine history, product improvement program (PIP) and Product Support Programs (PSP) letters and all technical information required for the job binder
  • Requests and receives purchase orders (PO)
  • Determine goodwill and warranty requirements and present findings to Customer Service Supervisor

Accountability
  • Accountable for following Company's Customer Service Commitment with all customer interactions, delivering prompt, courteous and professional customer service and addressing and resolving all presented issues to customer’s satisfaction
  • Ensure that all requested service work is done safely and with the appropriate tools and that hazardous and potentially hazardous situations are identified
  • Accountable for all documented standard operating procedures are being adhered to and followed consistently with each job
  • Compliance with all service work orders with Company's Service Operations Process
  • Accountable for correct, legible and quality service reports and completed proper work orders and operations.
  • Accountable for accurate and timely billing for internal, external and warranty jobs
  • Adhering/compiling to the respective communication touch points through the service process (ie customer, PSSRs, etc.)

Experience:
  • Strong mechanical aptitude with the desire to learn to support and direct the technical questions
  • Prior Caterpillar product line, General Line technical and/or Power Systems technical experience
  • Prior experience in customer service, Caterpillar dealership experience and/or experience in equipment, service, parts or warranty
 
Knowledge
  • Must have valid Red Seal Certification
  • Understanding of Company policies and procedures (safety, HR, warranty, service process, etc.)
  • Understanding of key performance metrics for the role, team, and department
  • Knowledge of quoting repair options and repair structure and job set up
  • Proficient in MS Office Applications, specifically Access, Excel, and Word, Lawson and internal systems
  • Understanding of Company's Customer Service commitment, warranty program, service billing process and procedures, and Caterpillar warranty processes
  • Company and CAT products, parts and mechanical services, and Sitech technology
  • Quoting repair options and repair structure, Service Work In Progress (SWIP) management process and financial impacts, mechanical aptitude and up-selling
  • Understanding of work task safety requirements and risks
Compensation:
  • Competitive Salary + Bonus
  • Medical, Dental, Vision Insurance
Please send resumes to nateshields@magnumsearch.com.
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