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Be Part of the Hawthorne Difference!

Hawthorne Cat has been in business for over 60 years. We are the leader in the big equipment industry. We provide rental, sales, service & power generation & serve various industries including agriculture, construction, marine & government.

Every member of our team plays a significant role in our success. Hawthorne Cat hires individuals who share our vision & we value Passion, Respect, integrity, Dedication & Excellence (PRIDE).

Looking to build your future with an established, thriving company with countless opportunities for growth and advancement? Youve come to the right place.

At Hawthorne Cat, were always looking for exceptionally skilled, hardworking individuals interested in contributing to our success and the success of the communities that we serve.

Our employees are our most valuable asset. Thats why at Hawthorne Machinery Co., we are committed to a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a work/life balance.

We are currently seeking talented individuals for our HPC Service Coordinator position!

Here is some of what youll do

POSITION SUMMARY: Under the direction of the Service Operations Manager, the HPC Service Coordinator supports HPC service teams in managing revenue, warranty, and internal work orders from opening to closing. The HPC Service Coordinator ensures that all pertinent customer and specific repair information is included when opening work orders. The HPC Service Coordinator ensures that all appropriate entries are made on completed jobs prior to billing. The HPC Service Coordinator performs a wide variety of clerical and administrative duties pertaining to shop operation and work order control. The HPC Service Coordinator must be knowledgeable in all standard and extended warranty programs and work with the Warranty and Sales Departments to determine the type of existing coverage at the time of job opening. The HPC Service Coordinator ensures that customers are kept well informed on scheduling and current job status.

The HPC Service Coordinator provides deep knowledge and expertise on temporary coverage and training to support Hawaii Service operations staff. The HPC Service Coordinator will create a back line of support to the front-line service operations staff and provides separation between a service operations customer facing role and operational processing. The HPC Service Coordinator must be a motivated self-starter and is responsible for ensuring that the highest level of customer service is provided to our clients as well as complete support through various tasks requested by service department managers. The HPC Service Coordinator will be based in Maui but will support all HPC service operations and branches

ESSENTIAL FUNCTIONS:

1. Supports the Service Operations Manager by directing the activities and schedules of the Branch or Service Clerk, Service Coordinators and Technicians, and additional personnel who may be assigned by the Service Operations Manager.
2. Provides hands on and remote training for Branch or Service Clerks and Service Coordinators.
3. Assists clerks and coordinators in reconciliation of technician electronic time card vs. assigned work orders. Reviews and approves labor and submits for payroll processing, as needed.
4. Opens or directs others to open work orders for repair jobs. Files documents in appropriate job jackets, and checks all completed jobs for accuracy prior to closing.
5. Orders supplies needed for repair jobs and shop use and manages outside vendor purchase orders ensuring proper posting to the appropriate work orders.
6. Reviews shop requisitions and ensure that cores, returns and warranty hold parts are efficiently controlled.
7. Files correspondence and works alongside the assigned clerk to maintain equipment and customer history files.
8. Ensures that clerks obtain work authorization with a verified valid payment method prior to setting an appointment for shop or field repairs.
9. Actively manages the Work-In-Progress (WIP) to ensure efficient throughput and invoicing.
10. Ensures the timely submission of STW and SIMS by technicians for all jobs on Caterpillar equipment and generators.
11. Works with warranty department to process and submit Caterpillar and Allied warranty claims for reimbursement.
12. Coordinates with customers and the Sales Department to schedule equipment pickup and delivery.
13. Reviews Caterpillar PSP or PIP service letters and ensures that customers are contacted, work orders are opened, and parts ordered.
14. Assists in preparation of quotations, invoices, reports, and other documents.
15. Researches customer complaints to determine if discrepancies exist and assists the Service Operations Manager in resolution of disputes. Processes any adjustments or corrections as directed by the Service Operations Manager.
16. Assists Service Operations Manager in the administration of HPC safety, credit, housekeeping, and other rules, policies, and procedures.
17. Performs other duties as directed by the Service Operations Manager.
18. Assists the Service Operations Manager in ensuring departmental key metrics are monitored and sustained.
19. Assists the Service Operations Manager in identifying areas of training that are needed for technicians and support staff.
20. Provides assistance and training for opening and closing work orders for multiple departments and locations, including but not limited to all Hawaii and HPC branches.
21. Provides assistance and training on editing and uploading of service reports.
22. Is responsible for WIP management for HPC.
23. Maintains LDL (Last Date of Labor) to meet service excellence metrics.
24. Provides assistance in reviewing work orders for proper labor hours and parts.
25. Supports and conducts multiple office support tasks including filing, scanning, answering multiple telephone lines, and dealing with internal and external customers.
26. Provides assistance training and oversight to the Hawaii warranty process, verifying service reports have detailed repair reports, correct SIMS, hours, and placing any outside vendor forms or Caterpillar required documents in the master file, providing a communication conduit to the Warranty dept in San Diego.
27. Provides support to clerks and coordinators for checking that time is encoded correctly for work orders and for payroll purposes.
28. Monitors and manages key service financial and SEP metrics.
29. Trains new employees on centralized operations procedures, work order management systems, and tasks.
30. Is the centralized point for creating and maintaining documentation related to all operational initiatives, processes, and procedures.
31. Maintains technical knowledge by attending educational workshops and reviewing publications.
32. Tracks and supports all branches with vehicle fleet needs and Fleet, Inspections, Certifications, Compliance needs.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

1. Must have minimum of five years in a service shop environment.
2. Must have equipment fleet management and service experience.
3. Must have at least 5 years supervisory experience over multiple service shops/ departments.
4. Must have a high school diploma or equivalent.
5. Must have a valid Drivers License with a good driving record.
6. Must have PC skills.
7. Must have customer service experience and be diplomatic and courteous with great attention to detail.
8. Must have the availability to travel 50% of the time.

PHYSICAL DEMANDS:

1. Walking and moving about on foot, often up and down stairs.
2. Handling: Seizes, helps, or works with hands.
3. Lifting: Raises or lowers miscellaneous items up to 50 lbs.
4. Reaching: Extends hands and arms in any direction.
5. Stooping: Bends body downward and forward by bending at knees or waist.
6. Standing: Remains in standing position if required to perform various functions of the job.
7. Vision: Reads paperwork and numerous forms of electronic media.
8. Talking: Communicates by phone and in person.
9. Sitting: Sits at desk for long periods of time.

ENVIRONMENTAL:

1. Noise: Works in conditions with constant or intermittent noise.
2. Temp/Weather: Works in an office and shop environment with variations of temperature and weather.
3. Exposure: Subject to foul odors, fumes, and harsh substances.

Heres what we Offer

• 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
• Estimated Compensation $30.00 per hour

ACCOMMODATIONS: Reasonable accommodations for essential functions of the position will be considered.

Hawthorne Cat is an Equal Employment Opportunity/Affirmative Action Employer. M/F/V/D

Hawthorne Cat Participates in E-Verify.