Service Communicator

Hawthorne Machinery Co. • San Diego, CA

121d • $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) years 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.

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.

Benefits

• 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

What This Job Offers

• Number of Employees: 101-250 employees