Service Communicator - Military veterans preferred

Hawthorne CAT® is an Equal Employment Opportunity/Affirmative Action Employer. M/F/Disability/Protected Veteran Status Hawthorne CAT® participates in E-Verify

POSITION SUMMARY:  

The Service Communicator ensures effective communication, profitability and reputation of Main, CRC, Hydraulic, Field & Weld service shops by providing timely, accurate, and customer-approved estimates, proformas, & invoices for internal, revenue and warranty repair work. The Communicator will document estimates and the necessary repair work according to established industry standards and CAT regulations. The Communicator will have a working knowledge of the equipment industry, an aptitude and interest in equipment repair, strong administrative, organizational and computer skills as well as exceptional interpersonal skills.

ESSENTIAL FUNCTIONS:

1. Provides effective and timely communication to both internal and external customers.
2. Provides customers with repair updates in a manner to meet customer expectations and loyalty.
3. Has an in-depth knowledge of operational guidelines regarding parts, labor and miscellaneous charges for revenue, internal and warranty repairs.
4. Provides and updates accurate quotes to both internal and external customers throughout the repair process.
5. Ensures approval is given for all parts, labor and miscellaneous charges by the customer during the repair process.
6. Accurately opens work orders including all related codes for internal and external work orders.
7. Provides standard hours for every segment that a technician is assigned.
8. Participates in daily shop walks, meeting with lead(s)/supervisors/managers to ensure communication flow.
9. Communicates with the credit department to ensure payment
10. Ensures service reports matches repairs completed before billing.
11. Accurately prepares and provides customers a proforma/invoice in a timely manner.
12. Maintains assigned WIP in a manner to align with department Metrics (Last Date of Labor).
13. When available utilizes standard jobs and prototypes.
14. If applicable schedule jobs to techs as needed.
15. Provides the customer service required to score a 10 on the Daniel Surveys.
16. Performs the position with pride and professionalism while following Hawthornes Code of Conduct.
17. Perform other duties as directed by the Service Management Team.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

1. Must have three (3) to five (5) years general office experienc
2. Must have three (3) to five (5) years of customer service, relationship building and/or Sales experien

1. Three (3) to five (5) years of heavy equipment parts/service experience preferred.
2. PC skills are require
3. Must have great communication skills.
4. Bilingual preferred
5. Strong work ethic, flexibility, ability to work at a fast pace and under pressur

PHYSICAL DEMANDS:

1. Walking and moving about on foot often through uneven terrain.
2. Handling: Picks up items, helps or works with hands.
3. Lifting: May lift up to 25 lbs..
4. Reaching: Extends hands and arms in any direction.
5. Stooping: Bends body downward and forward by bending at knees or waist.
6. Standing: Remains in standing position. If required to perform various functions of the job.
7. Climbing: In and out of equipment.
8. Vision: Reads computer screens, work tickets and parts books.
9. Talking: Communicates via telecommunications and in person.
10. Sitting: Sits in equipment and in vehicles

ENVIRONMENTAL:

1. Noise: May work in conditions with constant or intermittent noise.
2. Temp/Weather: Works in an office environment
3. Exposure: Foul odors, fumes and harsh substances.

ACCOMMODATIONS:   

Reasonable accommodations for essential functions of the position will be considered.

HERES WHAT WE OFFER

• Competitive Compensation
• A great work environment and culture
• Career growth and advancement opportunities
• Training
• Medical, Dental and Vision plans
• Medical Video Appointments available
• Health Savings Account available
• Paid Time Off (PTO) Pay
• 401(k) Plan + Company Matching
• Health and Dependent Care Flexible Spending Accounts
• Life & Accident Insurance
• Employee Assistance Programs
• Legal Plan
• Travel Assistance Plan
• Wellness Programs
• Referral Bonus Program
• Longevity Bonus Program
• Recognition Programs and much more
• Hawthorne CAT discounts
• Boot Reimbursement
• Tuition Reimbursement
• Company-Supplied Uniforms
• Advanced Technical Training
• Estimated Compensation $28.00 - $37.00 Per Hour

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