About the Role
Mantrac Nigeria Ltd, the authorized dealer for Caterpillar, SEM, and Perkins products, is looking for a dynamic and technically skilled Service Advisor to join our growing team. In this pivotal front-line role, you will bridge the gap between our esteemed customers and our technical operations, ensuring that heavy-duty industrial equipment operates at peak productivity and performance.
Key Responsibilities- Investigate and resolve customer complaints professionally to guarantee maximum client satisfaction.
- Handle incoming customer calls, messages, and inquiries forwarded from the Call Center and Technical Chat Line.
- Proactively initiate and manage Work Orders utilizing the Customer Interview Form (CIF) on Salesforce.
- Conduct preliminary connectivity checks using CAT Service Data and disseminate findings via MS Teams and CAT Interact.
- Utilize remote diagnostic tools efficiently for effective solution determination and asset troubleshooting.
- Promote product link retrofits and actively resolve issues related to non-reporting customer assets.
- Ensure the timely transmission of service reports, Technical Analysis 1 (TA1), and client feedback.
- Review, update, and close Work Orders, escalating complex technical issues to the traditional Service Supervisor when necessary.
- Bachelor Degree (BSc) or Higher National Diploma (HND) in Mechanical or Electrical Engineering.
- Minimum of 5 years of relevant overall experience, with at least 2 years of dedicated technical experience in a service environment (field service background is a strong advantage).
- Exceptional interpersonal, written, and verbal communication skills in English.
- High level of computer literacy and proficiency in utilizing modern diagnostic software and CRM tools like Salesforce.
- Competitive salary package with performance incentives.
- Comprehensive health insurance and medical benefits.
- Continuous professional development and certified training on global CAT equipment.
- Opportunity to build a rewarding career with an industry-leading multinational organization.