Service Advisor at Mantrac Nigeria

Posted on Fri 21st Mar, 2025 - www.hotnigerianjobs.com --- (0 comments)

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.

We are recruiting to fill the position below:

Job Title: Service Advisor

Location: Lagos
Employment Type: Full-time

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.

Sorry, this listing is no longer open.