Global Equipment Solutions Specialist
1 week ago
Job Overview
This role forms part of our Customer Support Hub team and is responsible for resolving customer queries, capturing and recording queries on our case management tool, and assisting with the opening of new customer accounts.
Key Responsibilities
- Resolve customer queries received at the Customer Support Hub by providing accurate and timely solutions
- Capture and record queries on our case management tool to ensure clear resolution and timelines for future reference and learning
- Assist with the opening of new customer accounts in accordance with Key Performance Indicators (KPIs)
- Support customers with finance-related queries and provide proactive assistance to identify potential challenges
- Utilize existing product programs to offer added value and solutions to customers
- Advise customers on immediate equipment repair needs based on system triggers
- Help customers with warranty-related queries and coordinate with other departments to support customer needs
- Manage customer information on our case management tool and update customer master data
- Assist with maintenance scheduling and coordination within Service Level Agreement (SLA) timelines
Requirements
- A trade test qualification in a relevant trade, such as Diesel Mechanic or Earthmoving Equipment Mechanic, with post-apprenticeship experience
- Minimum 5 years of frontline experience in Parts or Service
- Familiarity with SAP and CRM systems, with Salesforce experience being an advantage
- Technical knowledge and experience of Caterpillar products
Estimated Salary Range
R1,200,000 - R1,800,000 per annum, depending on location and experience
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