Hawthorne CAT® is an Equal Employment Opportunity/Affirmative Action Employer. M/F/Disability/Protected Veteran Status Hawthorne CAT® participates in E-Verify
Service Communicator
US-CA-San Diego
Job ID: 2024-2879
Type: Regular Full-Time
# of Openings: 1
Category: Service
Hawthorne - Rancho Bernardo
Overview
We Build Better Communities
Be Part of the Hawthorne Difference!
Hawthorne Cat is a family-owned company that has led the equipment industry for over 60 years in the sale, rental, and servicing of construction machinery and power generation equipment for industries on which our communities depend like agriculture, construction, marine, and government.
Every member of our team plays a significant role in our success. Hawthorne Cat hires individuals who share our vision of Building Better Communities with our Customers and our values of Passion, Respect, Integrity, Dedication and Excellence (PRIDE).
If you are looking to build your future with an established, thriving company with countless opportunities for growth and advancement, you’ve come to the right place! At Hawthorne Cat, we’re always looking for exceptionally skilled, hardworking individuals interested in contributing to our success and the success of the communities that we serve.
Our people are our most valuable asset. That’s why at Hawthorne Cat we are committed to a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a work/life balance.
We are currently seeking talented individuals for our Service Communicator position!
Here is some of what you’ll do…
POSITION SUMMARY:
The Service Communicator ensures effective communication, profitability and reputation of our service shops by providing timely, accurate, and customer-approved estimates, proformas, & invoices for 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.
Responsibilities
ESSENTIAL FUNCTIONS:
- Provides communications for one or more of the following depts: Main Shop, Utility Shops, Field Service.
- Provides effective and timely communication to both internal and external customers.
- Provides customers with repair updates in a manner to meet customer expectations and loyalty.
- Provides scheduling for customers and venders.
- Provides dispatching.
- Has an in-depth knowledge of operational guidelines regarding parts, labor and miscellaneous charges.
- Provides and updates accurate quotes to both internal and external customers throughout the repair process.
- Ensures approval is given for all parts, labor and miscellaneous charges by the customer during the repair process.
- Accurately opens work orders including all related codes for internal and external work orders.
- Provides standard hours for every segment that a Technician is assigned to.
- Participates in daily shop walks, meeting with lead(s)/supervisors/managers to ensure communication flow.
- Communicates with the credit department to ensure payment
- Ensures service reports matches repairs completed before billing.
- Accurately prepares and provides customers a proforma/invoice in a timely manner.
- Maintains assigned WIP in a manner to align with department Metrics.
- When available utilizes standard jobs and prototypes.
- If applicable schedules jobs to techs as needed.
- Provides the customer service required to score a 10 on the Daniel Surveys.
- Performs the position with pride and professionalism while following Hawthorne’s Code of Conduct.
- Other duties as assigned by the Service Management Team.
Qualifications
EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
- Must have two (2) year’s general office experience
- Must have three (3) to five (5) years of customer service, relationship building and/or Sales experience
- Three (3) to five (5) years of equipment parts/service experience preferred.
- PC skills are required
- Must have a valid California Class C Driver’s License and clean driving record
- Must have good communication skills.
- Strong work ethic, flexibility, ability to work at a fast pace and under pressure
PHYSICAL DEMANDS:
- Walking and moving about on foot often through uneven terrain.
- Handling: Picks up items, helps or works with hands.
- Lifting: May lift up to 30 lbs.
- Reaching: Extends hands and arms in any direction.
- Stooping: Bends body downward and forward by bending at knees or waist.
- Standing: Remains in standing position. If required to perform various functions of the job.
- Climbing: In and out of equipment.
- Vision: Reads work tickets and parts books.
- Talking: Communicates via telecommunication and in person.
- Sitting: Sits at desk and in equipment or vehicles.
ENVIRONMENTAL:
- Noise: Works in conditions with constant or intermittent noise.
- Temp/Weather: Works in a warehouse and outside with variations of temperature and weather.
- Exposure: Foul odors, fumes and harsh substances.
Here’s 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 $21 to $36 per hour
ACCOMMODATIONS:
Reasonable accommodations for essential functions of the position will be considered.
Hawthorne Cat® is an Equal Employment Opportunity/Affirmative Action Employer. M/F/V/D
Hawthorne Cat® Participates in E-Verify.
PI240928816
