Service Planner

Empire Cat•Kingman, AZ

2d•Onsite

About The Position

The Service Planner is responsible for communicating the repair process to all involved parties, ensuring continuous job progress, and coordinating resources to support the repair process. The goal is to deliver an invoice on the same day that the job is completed. This role involves planning repair jobs through various areas, vendors, and technicians, resolving client complaints, administering and monitoring repair estimates, and ensuring timely and accurate billing.

Requirements

Proof of high school diploma or General Education Degree (GED).
Minimum 2 years’ experience in organizing, planning, or scheduling.
Must be able to communicate (speak, read, comprehend, write) in English.
Interpersonal, organization and planning skills sufficient to assist clients.
Leadership, integrity, quality, teamwork, and a sense of urgency in performing duties and responsibilities.
Willingness to learn about CAT products sold and serviced.
Mechanical aptitude and the ability to troubleshoot and diagnose all aspects of the repair process.
Ability to 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 through various areas, vendors, and technicians.
Coordinate resources to support the repair process.
Resolve client complaints on billing and warranty issues.
Administer, monitor, and report the accuracy and fair estimates/quotes for segment repairs.
Monitor and communicate the repair process for assigned area.
Ensure continued job progress; follow up conversations with documentation in the manager program, with the lead person and the technicians using all current system tools provided.
Review client repair history, products, or services due provided by the Customer Service Advisor.
Make policy and warranty recommendations to the appropriate supervisor and discuss/resolve discrepancies before billing review is complete.
Monitor and manage each work order daily and have a Pro-Forma summary ready for the client at the completion of requested repairs ensuring that there are no instances where a client does not receive an invoice the same day that the job is completed, within established timeframes.
Provide continuous review of and improvements to Service Systems, WIP, Time reporting, Expenses, and Sublet etc.
Consistently improve procedures to streamline billing and warranty for assigned areas.
Standardize and update procedures used in reviewing and closing work orders to ensure consistency and accuracy to meet our goal of submitting same day, accurate invoices.
Assign priorities to open work orders to ensure they are processed to meet WIP goals.
Ensure that all work performed is according to estimate/quote.
In the event that the scope of a job changes, ensure that a change-order has been submitted for client approval (by signature or e-mail) and a signed or electronic copy of the approval or denial inserted in the work order before proceeding with updated repairs.
Brief supervisors and submit reports on monitoring measures such as, last-date-of-labor to invoice and work leaving shop/completed jobs to pro-forma submitted when job completed.
Work safely at all times.
Adhere to all applicable safety policies.
Comply with all company policies, procedures, and standards.
Ensure all parties are informed about progress and delays.
Develop and maintain knowledge of CAT and Empire warranty policies, procedures, and philosophies.
Communicate schedule changes.
Assist management to reach all billing goals and warranty claim goals.
Ensure service planner function is covered at all times.
Approve work order closings.
Analyze, plan, and implement status reports on timeliness and accuracy of work in process documents.
Analyze work orders to insure correct accounts are charged.
Monitor the accuracy of information used to establish and maintain warranty claims, records, and policies.
Monitor work order adjustments and charges to internal and external accounts, assure billings are accurate and timely.
Use “Internal Approval Process” on internal work orders to help maintain and track Empire’s policy dollars.
Work within and promote corporate values.