Rental Service Coordinator

Hawthorne Machinery Co.•Waipahu, HI

20h•Onsite

About The Position

Under the supervision of the Rental Service Manager, the Rental Service Coordinator achieves departmental goals by ensuring all WIP is managed efficiently and profitably while ensuring customer satisfaction. The Rental Service Coordinator coordinates a clear line of communication between all rental service-related personnel to achieve goals.

Requirements

Must have a high school diploma or equivalent.
Must have a valid Drivers License with a good driving record.
Must have good communication skills
Must have a strong work ethic, flexibility, and the ability to work at a fast pace and under pressure.
Must have PC skills, to include Microsoft Office Suite (Excel, Outlook, Word).

Nice To Haves

At least 2 years Equipment Maintenance environment experience preferred.
At least 3 to 5 years of customer service, relationship building, and/or Sales experience preferred.

Responsibilities

Opens and closes work orders for multiple departments/locations to include internal check in/out, repair, and revenue.
Communicates with the Credit Department to ensure collaboration and timely opening and closing of revenue service work orders for multiple departments/locations.
Accurately manages work orders in Service Link; to include but not limited to WIP, Last Date of Labor (LDL), Service Report accuracy, SIMS, Warranty Coding, Labor Source Codes, and miscellaneous charges for multiple departments/locations.
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.
Verifies service reports for uploading and files the reports in Master history.
Ensures approval is received for all parts, labor, and miscellaneous charges by the customer during the repair process.
Provides and updates accurate quotes to both internal and external customers throughout the repair process.
Provides customers with repair updates in a manner to meet customer expectations and loyalty.
Ensures service reports match repairs completed before billing.
Prepares and provides customers with accurate proforma/invoices in a timely manner to meet customers’ expectations.
Warranty – Verifies service reports have detailed repair reports, correct SIMS, and hours, and places any outside vendor forms/Caterpillar required documents in the master file.
Provides the customer service required to score a 10 on the Daniel Surveys.
Performs various clerical tasks including filing, scanning, answering multiple telephone lines, and dealing with internal and external customers.
Effectively communicates within the dealership and externally with customers.
Makes suggestions and assists with implementing strategies to improve customer loyalty.
Makes suggestions and assists with implementation of strategies to improve Service Metrics, WIP, and Service Attributes.
Participates in department projects, as needed.
Fulfills the responsibilities of this position with pride and professionalism while following Hawthorne’s Code of Conduct.
Performs any other duties as directed by the Rental Service Management Team.