Service Advisor, Customer Service - Mesa, AZ at Empire Southwest LLC in Mesa, Arizona

Job Description:

Join our group of passionate team players, committed to providing the best level of service for our clients in a rewarding environment.

WHO WE ARE:

Founded in 1950, Empire Cat is a world-renowned Caterpillar dealer and a top private company in Arizona. We are a third-generation family-owned company with over 3,700 employees across 30+ locations throughout Arizona, Nevada and portions of Eastern California. We are a diverse group of people, but we all share an inspiring vision to BE THE BEST. That vision is achieved by our individual commitments to work hard and live our core values every day.

WHAT WE OFFER:

• Competitive Pay
• Vacation & Sick Leave
• Medical/Dental/Vision
• 401(k)
• Tool Discounts/Tool Insurance
• Technical Training & Professional Development Classes
• And More

JOB DETAILS:

Shift

1 st /Day Shift

Location

In-Shop

Schedule

Schedule to be provided by leader.

Salary Range

$58,796 - $100,130 per year

JOB SUMMARY:

Collaborate with Parts, Service & Sales teams to develop client service repair options to insure client loyalty, revenues, and net profits. Serve as a single point of contact for the assigned client base. Receive and respond to all of the assigned client's needs and service requests. Utilize technical and system knowledge and product/services expertise to understand client needs and provide best in class problem resolution. Maintain client satisfaction to a level that exceeds expectations and increases market share by providing cost saving solutions to Empire's clients.

ESSENTIAL FUNCTIONS:

• Serve as a single point of contact for the assigned client base. Receive and respond to all of the assigned client's needs, service requests and direct the additional services or resources follow up.
• Utilize technical and system knowledge and product/services expertise to understand client needs and provide best in class problem resolution and priorization.
• Educate the client and respond to questions regarding products, parts and services that are available through all of Empire Southwest departments and divisions. Serve as the client's resident expert in Empire's solutions offerings.
• Assist client with questions regarding company services including but not limited to: warranty options and coverage, parts returns, credit and finance, rentals, shop and field machining, Transport, Used Parts, Fluids Lab, Hydraulic parts and service, and EPS (Empire Power Systems) product support capabilities.
• Identify and present other service offerings to the client to optimize the level of service and to lower client's overall maintenance costs.
• Influence the established clients' sales and profit goals and client satisfaction goals while adding value to the client repair.
• Take in initial call in and direct service need to responsible areas' Service Planners and Leadpersons. Ensure their understanding of the specific request. Ensure the client receives higly organized, effective, and efficient communication on request.
• Partner with Service Planners, Leadpersons and Service Managers to ensure work assignments are carried out on schedule and within acceptable time frame. Proactively keep current on the status of assigned jobs in progress.
• Manage communication toensure the client fully undertands scope of work that will be performed.
• Effectively manage Client Support experience with ongoing follow up and communicatioln to promote and ensure credibility and maintain a high level of client satisfaction.
• Ensure that the Client Support function is covered at all times. Monitor and respond to all assigned calls, emails, texts in a timely manner.
• Work safely at all times. Adhere to all applicable safety policies. Comply with all company policies, procedures and standards.

ADDITIONAL RESPONSIBILITIES:

• Respond to service requests in a professional manner at all times whether in office, on call or at home. Listen carefully, speak and act courteously while showing genuine concern for the client's issue.
• Review pro-formas prior to submitting to client to ensure expectations are met and client approval is obtained in timely manner. Follow up with client on the invoicing and status of repair.
• Review client repair history to identify repair options, obtain technical information through current systems, and prepare the call in. Partner with shop planners, leads, and/or managers to negotiate settlements, discuss and resolve discrepancies, and balance client and Empire's interests at all times.
• Cooperate well with personnel in other work centers and departments and maintains good employee relations.
• Actively participate in scheduled Product Support Sales Meetings.
• Actively participate in client meetings. Schedule visits with PSSR in an effort to build positive client relations.
• Provide feedback internally to drive change sufficient to meet market demands and provide viable client solutions.
• Provide feedback on competitive information to assure Empire always has the advantage.
• Assist Client Support Manager with identifying and communicating work force needs to the appropriate Service/Sales Manager. Assist in parts and service process development as needed.
• Train other Service Advisors in systems, process and tools as directed by the Service Advisor Manager.
• Provide back-up coverage for peer Service Advisor, learning other client's preferred communication and business needs to maintain the value of Empire service and not disrupt client experience.
• Perform other duties as assigned.
• Work within and promote corporate values.

KNOWLEDGE SKILLS AND ABILITIES:

• Must have interpersonal, management, organization and planning skills sufficient to professionally assist customers, direct people and maintain acceptable levels of productivity.
• Ability to influence and motivate others.
• Previous knowledge of repairing, reconditioning and operating Caterpillar Equipment/truck engines preferred.
• Strong knowledge of CAT products sold and serviced.
• Must have mechanical aptitude and the ability to understand all aspects of the repair process and the ability to read and interpret technical material.
• Strong knowledge of Caterpillar and Empire warranty policies, procedures and philosophies.
• Ability to lead special projects and additional research to improve internal processes.
• Must be able to technically assist and understand client needs and provide problem resolution.
• Must be able and willing to accept, communicate and enforce company policies, procedures and regulations.
• Must be able to utilize computer based service and work order management systems.
• Must have planning and organization skills sufficient to accurately track various services requests and provide instructions to numerous service people simultaneously.
• Must possess assigned sales market knowledge and marketing experience relative to the Service industry.
• Must have sales skills to effectively help the client to overcome objections and close the sale.
• Must be a motivated self-starter.
• Must have sufficient knowledge to understand client opportunities and to express these opportunities to the appropriate area within Empire.
• Must have sufficient knowledge to effectively utilize Internet, e-mail, spreadsheets, word processing programs and database management.
• Ability to maintain consistent attendance to meet all company standards and requirements.
• Must have acceptable attendance to meet all company standards and requirements.

EDUCATION AND EXPERIENCE:

• High school diploma or General Education Degree (GED).
• College degree preferred.
• Minimum of 5 years in a service advisor, client support, or related technical field.
• Previous experience utilizing a computer-oriented management system similar to Empire.
• Previous general experience in a Caterpillar Dealer Service Department preferred.
• Must be able to communicate (speak, read , comprehend, write) in English.

PHYSICAL DEMANDS:

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, use hands and talk or hear.
• The employee frequently is required to stand and walk.
• The employee is occasionally required to lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision and ability to adjust focus.
• This position is designated as a "Safety-Sensitive Position". A Safety-Sensitive Position includes tasks or duties that EMPIRE in good faith believes could affect the safety or health of the employee performing the task or others.
  
  

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly exposed to indoor controlled environment.
• The employee is occasionally exposed to wet and/or humid conditions, outdoor weather, extreme cold, and extreme heat.
• The noise level in the work environment is usually office moderate.

DISCLAIMER:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The roles and objectives of this job do not include setting corporate policy and does not constitute a managing agent of the company.

Empire Southwest is an equal opportunity employer. We evaluate applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The "Know Your Rights" Poster is available here:

Know Your Rights" Poster .

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

Empire is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call us at 702-633-4545 or email us greatjobs@empire-cat.com and let us know the nature of your request and your contact information.

Empire Southwest is an EEO/Affirmative Action Employer

Safety - Respect - Integrity - Teamwork - Excellence - Stewardship - Astonishment

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