Job Title: Service Advisor
Location: Lagos
Employment Type: Full-time
About Mantrac Nigeria:
Mantrac is the sole distributor for Caterpillar products in Nigeria, distributing and supporting machinery, power systems and material-handling equipment. The company provides customers with comprehensive solutions, backed by technical know-how, experience and in-depth knowledge of their local markets.
Job Summary:
- To serve as a front-line service liaison between the company and its customers. This role involves delivering exceptional customer service through various channels, such as phone, email, and live chat.
- Key responsibilities include addressing customer inquiries/complaints, resolving technical issues, and providing accurate information about products and services.
- The Service Advisor is expected to cultivate positive customer relationships by actively listening to concerns/complaints, empathizing with customers, and offering effective solutions.
- Additionally, the role plays a crucial part in processing customer orders, ensuring timely and satisfactory resolution of any problem that may arise.
Responsibilities:
- Investigate and resolve customer complaints with a focus on achieving customer experience satisfaction in a most professional manner.
- Handle customer calls and messages forwarded from the Call Center and Technical Talk Line on a regular basis.
- Proactively initiate Work Orders using in-house Customer Interview Form (CIF) on Salesforce.
- Conduct preliminary connectivity checks using various CAT Service Data and disseminate findings through MANTIS channel/CAT Interact.
- Utilize remote diagnostic tools effectively and efficiently for solution determination.
- Follow up and finalize Work Orders/Customer Interview Forms for intended jobs on Salesforce.
- Actively promote product link retrofit and troubleshoot non-reporting issues of customers assets regularly.
- Assist in the timely transmission of service reports, Technical Analysis 1 (TA1), and customer feedback.
- Create new Work Order or continue with existing intended Work Order for Incremental Business.
- Review and close old Work Orders.
- Performing more detailed machine checks using CAT Service Data to be able to solve customers’ issues.
- Passing on unresolved technical issues for further solution determination to the traditional Service Supervisor.
- Undertake any other related duties as required by the line manager.
Requirements:
- Education: Degree/Diploma in Mechanical/Electrical Engineering with at least 5 years relevant experience.
- Experience: A minimum of 2 years’ experience in service – Field service would be beneficial.
- Should have a high degree of inter-personal, good written and spoken English and must be computer literate.
Application Closing Date
31st March, 2025.
Method of Application:
Interested and qualified candidates should send their Applications to: Recruitment@mantracnigeria.com using the Job Title as the subject of the mail.
