Overview
We Build Better Communities
Be Part of the Hawthorne Difference!
Hawthorne Cat is a family-owned company that has led its markets for over 60 years in the sale, rental, and servicing of construction machinery and power generation equipment for industries on which our communities depend like agriculture, construction, marine, and government.
Every member of our team plays a significant role in our success. Hawthorne Cat hires individuals who share our vision of Building Better Communities with our Customers and our values of Passion, Respect, Integrity, Dedication and Excellence (PRIDE).
If you are looking to build your future with an established, thriving company with countless opportunities for growth and advancement, you’ve come to the right place! At Hawthorne Cat, we’re always looking for exceptionally skilled, hardworking individuals interested in contributing to our success and the success of the communities that we serve.
Our people are our most valuable asset. That’s why at Hawthorne Cat 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 Senior Service Coordinator position!
Here is some of what you’ll do…
POSITION SUMMARY: Under the direction of the Regional Service Manager, the Senior Service Coordinator manages all revenue, warranty, and internal work orders from opening to closing. The Senior Service Coordinator ensures that all pertinent customer and specific repair information is included when opening work orders. The Senior Service Coordinator ensures that all appropriate entries are made on completed jobs prior to billing. The Senior Service Coordinator performs a wide variety of clerical and administrative duties pertaining to shop operation and work order control. The Senior 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 Senior Service Coordinator ensures that customers are kept well informed on scheduling and current job status.
Responsibilities
ESSENTIAL FUNCTIONS:
Directs activities and schedules of the Clerks, Service Coordinators, Technicians, and additional personnel who may be assigned by the Regional Service Manager.
Provides hands on and remote training for Clerks and Service Coordinators.
Assists clerks and coordinators in reconciliation of technician’s electronic time card versus assigned work orders. Reviews and approves labor and submits for payroll processing as needed.
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.
Orders supplies needed for repair jobs and shop use and manages outside vendor purchase orders ensuring proper posting to the appropriate work orders.
Communicates with customers as the main point of contact for the branch Service operation.
Reviews shop requisitions and ensures that cores, returns, and warranty hold parts are efficiently controlled.
Files correspondence and works alongside the assigned clerk to maintain equipment and customer history files.
Ensures that the clerk obtains work authorization with a verified valid payment method prior to setting an appointment for shop or field repairs.
Actively manages the Work-In-Progress (WIP) to ensure efficient throughput and invoicing.
Ensures timely submission of STW and SIMS by technicians for all jobs on Caterpillar equipment and generators.
Works with warranty department to process and submit Caterpillar and Allied warranty claims for reimbursement.
Continuously updates the Regional Service Manager on status for all jobs on the WIP.
Coordinates with customers and Sales Department to schedule equipment pickup and delivery.
Coordinates with the Regional Service Manager and prepares technician daily work schedules.
Reviews Caterpillar PSP or PIP service letters and ensures that customers are contacted, work orders are opened, and parts ordered.
Assists in preparation of quotations, invoices, reports, and other documents.
Researches customer complaints to determine if discrepancies exist and assists Regional Service Manager in resolution of disputes. Processes any adjustments or corrections as directed by the Regional Service Manager.
Assists Regional Service Manager in administration of Hawthorne Pacific Corp.'s safety, credit, housekeeping, and other rules, policies, and procedures.
Keeps the Regional Service Manager currently informed on all matters of managerial importance.
Assists Regional Service Manager to ensure departmental key metrics are monitored and sustained.
Assists Regional Service Manager in identifying areas of training that are needed for technicians and support.
Performs other duties as directed by the Regional Service Manager
Qualifications
EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:
Must have a high school diploma or equivalent.
Must have a valid Driver's License with a clean driving record.
Must have PC skills
Must have at least 5 years experience in a Service shop.
Must have prior supervisory skills and experience.
PHYSICAL DEMANDS:
Walking: Moves about on foot, often up and down stairs.
Handling: Seizes, helps, or works with hands.
Lifting: Raises or lowers miscellaneous equipment parts and tools.
Reaching: Extends hands and arms in any direction.
Stooping: Bends body downward and forward by bending at knees or waist.
Standing: Remains in standing position if required to perform various functions of the job.
Vision: Reads paperwork and various forms of electronic correspondence.
Talking: Communicates by radio, phone, and in person.
Sitting: Sits at desk for extended periods.
Lifting: Lifts up to 60lbs. daily, frequent exertion..
ENVIRONMENTAL:
Noise: Works in conditions with constant or intermittent noise.
Temp/Weather: Works in an office and shop environment with variations of temperature and weather.
Here’s 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 $20.00 - $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.
Salary : $20 - $30
