Service Planner

Empire Southwest•Elko, NV

12h•$21 - $33

About The Position

The Service Planner is responsible for assembling, reviewing, tracking, adjusting, closing, and final billing of work orders for an assigned area. The role manages work in progress (WIP), analyzes work-order data and trends, monitors budget performance and costs, and provides status information and decision tools to Shop Supervisors, Service Managers, and other branch personnel. The Service Planner researches customer-billing and invoice problems, recommends or implements solutions, and resolves work-order flow and procedural issues. The position works with warranty personnel to support timely and accurate claim submissions and makes warranty and policy decisions within established guidelines. It also interfaces directly with customers to address Service Department problems and concerns, and provides guidance and training to billing and customer-service employees as needed. The role monitors shop and office supply purchases and is expected to follow safety policies, company procedures, and corporate values. The position is located in Elko, Nevada, and is scheduled Monday through Friday on the 1st/day shift. The stated salary range is $21.16–$33.36.

Requirements

High school diploma or General Education Degree (GED), with proof required.
At least 5 years of experience as a Billing Coordinator or Billing Specialist, or equivalent experience in a Caterpillar dealership environment.
Ability to speak, read, comprehend, and write in English.
Math skills sufficient to perform research and analysis.
Interpersonal and communication skills to explain complex information and influence others.
Ability to multitask effectively in a fast-paced environment and meet critical deadlines.
Strong organizational skills and attention to detail, including the ability to prioritize, use time efficiently, complete tasks on time, or notify the appropriate person with an alternate plan.
Ability to maintain consistent attendance.
Ability to meet the position's physical demands, including regularly sitting, using hands, and talking or hearing; frequently standing, walking, reaching, climbing or balancing, stooping, and kneeling; and occasionally lifting or moving up to 10 pounds.

Responsibilities

Supervise the review, tracking, adjustment, and closing of work orders.
Manage work in progress (WIP) and advise Leadpeople, Supervisors, and Managers about status.
Analyze work-order data and trends and provide information to Shop Supervisors and Service Managers.
Monitor budget performance and analyze direct and indirect costs to provide decision tools to Managers.
Work with Supervisors, Leadpeople, and mechanics to resolve work-order flow problems.
Research customer billing problems and invoice issues and recommend or present solutions.
Train Billing Coordinators, Billing Specialists, Customer Service Representatives, and other employees as directed, and promote consistent billing work.
Provide proper information to warranty personnel for accurate and timely claim submission.
Determine and implement warranty and policy decisions for the assigned area within established guidelines.
Interface directly with customers to resolve Service Department problems, concerns, and issues.
Monitor and track purchases of shop and office supplies using an automated system.
Work safely and comply with applicable safety policies, company policies, procedures, and standards.
Work within and promote corporate values.