Service Communicator - Truck Shop

Hawthorne Machinery Co.•San Diego, CA

3d•$28 - $37

About The Position

The Service Communicator helps ensure effective communication, profitability, and a strong reputation for Hawthorne Cat’s service shops. The role provides timely, accurate, customer-approved estimates, proformas, and invoices for repair work, and documents estimates and required repairs according to established industry standards and CAT regulations. The position calls for working knowledge of the industry, an interest and aptitude in engine and vehicle repair, strong administrative, organizational, and computer skills, and exceptional interpersonal skills. The Service Communicator keeps internal and external customers informed throughout the repair process, confirms customer approval for charges, coordinates work-order and technician information, and prepares accurate billing documents. The role also supports shop communication, inspection scheduling, payment coordination, and service-quality goals.

Requirements

Prefer at least two years of general office experience.
Prefer three to five years of customer service, relationship-building, and/or sales experience.
PC skills are required.
Must have a valid California Class C Driver’s License and a clean driving record.
Must have above-average communication skills.
Strong work ethic, flexibility, and ability to work at a fast pace and under pressure are preferred.

Nice To Haves

At least two years of general office experience.
Three to five years of customer service, relationship-building, and/or sales experience.
Strong work ethic, flexibility, and ability to work at a fast pace and under pressure.

Responsibilities

Provide effective and timely communication to internal and external customers.
Give customers repair updates that meet their expectations and support customer loyalty.
Maintain in-depth knowledge of operational guidelines for parts, labor, and miscellaneous charges.
Provide accurate updates to internal and external customers throughout the repair process.
Schedule and maintain fleet 90-day BIT inspection lists.
Ensure customers approve all parts, labor, and miscellaneous charges during the repair process.
Accurately open work orders, including all related internal and external codes.
Provide standard hours for every segment assigned to a technician.
Participate in daily shop walks and meetings with leads, supervisors, and managers to support communication flow.
Communicate with the credit department to ensure payment.
Ensure service reports match completed repairs before billing.
Accurately prepare and provide customers with proformas and invoices in a timely manner.
Maintain assigned work in process (WIP) in alignment with department metrics.
Use standard jobs and prototypes when available.
Assign jobs to technicians as needed, if applicable.
Provide customer service intended to achieve a score of 10 on the Daniel Surveys.
Perform the position with pride and professionalism while following Hawthorne’s Code of Conduct.
Perform other duties as directed by the Service Management Team.