Service Communicator

Hawthorne Machinery Co.•Escondido, CA

43d•$28 - $37

About The Position

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.

Requirements

Must have three (3) to five (5) 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 heavy equipment parts/service experience preferred.
PC skills are required
Must have great communication skills.
Bilingual preferred
Strong work ethic, flexibility, ability to work at a fast pace and under pressure

Nice To Haves

Three (3) to five (5) years of heavy equipment parts/service experience preferred.
Bilingual preferred

Responsibilities

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.
Has an in-depth knowledge of operational guidelines regarding parts, labor and miscellaneous charges for revenue, internal and warranty repairs.
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.
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 (Last Date of Labor).
When available utilizes standard jobs and prototypes.
If applicable schedule 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.
Perform other duties as directed by the Service Management Team.