Service Planner - Lube Service

Empire Southwest•Chandler, AZ

6d•$26 - $36•Onsite

About The Position

The Service Planner communicates the repair process to all involved parties, plans repair jobs through various areas, vendors, and technicians, and coordinates resources to support repairs. The role monitors progress and work orders, helps resolve billing and warranty issues, and ensures accurate estimates, work-order documentation, and invoices are prepared promptly. A key objective is to deliver an accurate invoice on the same day a job is completed, within established timeframes. The position reviews repair histories, estimates, work-order charges, warranty information, and service processes. It supports billing and warranty goals, recommends policy and warranty actions to supervisors, and helps improve procedures and reporting. The Service Planner works safely, follows company policies and standards, and promotes corporate values. The role is based in an office and is listed as a first/day shift position.

Requirements

Proof of a 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, organization, and planning skills sufficient to assist clients.
Demonstrated 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 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 areas, vendors, and technicians, and coordinate resources to support repairs.
Resolve client complaints involving billing and warranty issues.
Administer, monitor, and report on the accuracy and fairness of segment repair estimates and quotes.
Monitor and communicate repair progress, following up with documentation in the manager program and communicating with lead personnel and technicians using available system tools.
Review client repair history and products or services due, as provided by the Customer Service Advisor.
Make policy and warranty recommendations to the appropriate supervisor and resolve discrepancies before billing review is complete.
Manage each work order daily and prepare a Pro-Forma summary at completion of requested repairs, ensuring clients receive invoices on the same day a job is completed within established timeframes.
Review and improve Service Systems, WIP, time reporting, expenses, and sublet processes.
Improve procedures to streamline billing and warranty processes for assigned areas.
Standardize and update work-order review and closing procedures to support consistent, accurate, same-day invoicing.
Prioritize open work orders to meet WIP goals.
Ensure work performed matches the estimate or quote.
When job scope changes, ensure a change order is submitted for client approval and that a signed or electronic approval or denial is placed in the work order before updated repairs proceed.
Brief supervisors and report monitoring measures, including last date of labor to invoice and completed work leaving the shop to Pro-Forma submission.
Work safely and comply with applicable safety policies, company policies, procedures, and standards.
Keep all parties informed about progress and delays, and communicate schedule changes.
Develop and maintain knowledge of CAT and Empire warranty policies, procedures, and philosophies.
Assist management in meeting billing and warranty claim goals and ensure service planner coverage at all times.
Approve work-order closings.
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 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 and ensure 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.