Service Planner - Lube Service

Empire Cat•Chandler, AZ

About The Position

The Service Planner communicates the repair process to all parties, coordinates resources, and keeps assigned repair jobs progressing through completion. The role monitors work orders and repair estimates, addresses client billing and warranty concerns, and ensures accurate, timely invoicing, including providing an invoice on the same day a job is completed. The planner reviews repair history and service information, follows up with supervisors, lead personnel, and technicians using available systems, and documents progress and decisions. The position supports consistent and efficient work-order, billing, and warranty procedures. It monitors work in process, time reporting, expenses, subcontracted work, and work-order adjustments; prioritizes open work orders to meet work-in-process goals; and verifies that work stays within approved estimates. If job scope changes, the planner ensures a change order is approved by the client and documented before updated repairs proceed. The role also prepares and reviews status reports, supports billing and warranty goals, and promotes safe work and compliance with company policies.

Requirements

High school diploma or General Education Degree (GED).
At least 2 years of experience in organizing, planning, or scheduling.
Ability to speak, read, comprehend, and write in English.
Interpersonal, organizational, and planning skills sufficient to assist clients.
Demonstrated leadership, integrity, quality, teamwork, and a sense of urgency.
Willingness to learn about CAT products sold and serviced.
Mechanical aptitude and ability to troubleshoot and diagnose repair processes and read and interpret technical material.
Proficiency with computer systems and Microsoft Office products.
Mathematical skills sufficient to calculate percentages, compute cost-per-hour charges, and project future expenses.
Ability to maintain consistent attendance.

Responsibilities

Plan repair jobs across work areas, vendors, and technicians, and coordinate resources needed for the repair process.
Monitor and communicate repair progress for assigned areas, follow up with relevant personnel, document conversations, and communicate schedule changes, progress, and delays.
Resolve client complaints involving billing and warranty issues.
Administer, monitor, and report on the accuracy and fairness of repair estimates and quotes.
Review client repair history and products or services due, using information provided by the Customer Service Advisor.
Make policy and warranty recommendations to the appropriate supervisor and resolve discrepancies before billing review is complete.
Monitor and manage work orders daily, prepare a Pro-Forma summary at the completion of requested repairs, and ensure clients receive an invoice the same day the job is completed within established timeframes.
Review and improve service systems, work in process, time reporting, expenses, and subcontracted work; streamline billing and warranty procedures.
Standardize and update work-order review and closing procedures to support consistent, accurate, same-day invoicing.
Prioritize open work orders to meet work-in-process goals and ensure work performed is within the approved estimate or quote.
Ensure client approval of scope changes by signature or email and place a signed or electronic copy of the approval or denial in the work order before proceeding with updated repairs.
Brief supervisors and submit reports on measures such as the time from last labor date to invoice and completed work to Pro-Forma submission.
Work safely and comply with applicable safety policies, company policies, procedures, and standards.
Develop and maintain knowledge of CAT and Empire warranty policies, procedures, and philosophies.
Help management meet billing and warranty claim goals and ensure the service planner function is covered at all times.
Approve work-order closings and analyze, plan, and implement status reports on the timeliness and accuracy of work-in-process documents.
Analyze work orders to ensure correct accounts are charged; monitor warranty-claim information, records, and policies; and ensure work-order adjustments and internal and external account billings are accurate and timely.
Use the Internal Approval Process on internal work orders to help maintain and track Empire policy dollars.
Work within and promote corporate values.