Service Advisor

About the role

The Service Advisor acts as the primary liaison between the company and its customers, delivering exceptional service through phone, email and live chat. This role focuses on resolving technical issues, processing orders and building strong customer relationships.

Key responsibilities

• Investigate and resolve customer complaints to achieve high satisfaction.
• Handle inbound calls and messages from the Call Center and Technical Chat Line.
• Initiate and manage Work Orders using the Customer Interview Form on Salesforce.
• Perform preliminary connectivity checks using CAT Service Data and share findings via MS Teams.
• Utilize remote diagnostic tools to determine solutions and follow up on Work Orders.
• Promote product retrofits and troubleshoot non‑reporting asset issues.
• Prepare and transmit service reports, Technical Analysis 1 and customer feedback.
• Escalate unresolved technical issues to the Service Supervisor.

Required profile

• HND/BSc in Mechanical or Electrical Engineering with at least 5 years relevant experience.
• Minimum 2 years of technical field service experience.
• Strong interpersonal skills with excellent written and spoken English.
• Computer literate and comfortable using enterprise software tools.

Required skills

• Salesforce
• Microsoft Teams
• Remote diagnostic tools
• CAT Service Data platform