Service Communicator - Truck Shop

Hawthorne-Ca

San Diego (CA)

On-site

USD 45,000 - 60,000

Full time

8 days ago

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Benefits offered by this job

Competitive Compensation

A great work environment and culture

Career growth and advancementopportuni

Training

Medical, Dental and Vision plans

Medical Video Appointments available

Paid Time Off (PTO) Pay

401(k) Plan + Company Matching

Health and Dependent Care Flexible Sp…

Employee Assistance Programs

Legal Plan

Travel Assistance Plan

Wellness Programs

Referral Bonus Program

Longevity Bonus Program

Recognition Programs and much more

Boot Reimbursement

Tuition Reimbursement

Company-Supplied Uniforms

Advanced Technical Training

Job summary

Hawthorne Cat is seeking a Service Communicator to ensure effective communication, profitability, and reputation of our service shops by providing timely estimates, proformas, and invoices for repair work. The role requires knowledge of industry standards and CAT regulations, with strong administrative and interpersonal skills.

The ideal candidate will have experience in parts, labor, and charges, along with excellent communication and the ability to manage inspection lists and work orders.

Qualifications

Two years of general office experience.
Three to five years of customer service, relationship building and/or sales experience.
PC skills are required.
Must have a valid California Class C Driver’s License and a clean driving record.
Must have above average communication skills.
Strong work ethic, flexibility, ability to work at a fast pace and under pressure preferred.

Responsibilities

Provide effective and timely communication to both internal and external customers.
Provide customers with repair updates to meet customer expectations and loyalty.
Have an in-depth knowledge of operational guidelines regarding parts, labor and miscellaneous charges.
Provide accurate updates to both internal and external customers throughout the repair process.
Schedule and maintain fleet 90-day BIT inspection lists.
Ensure approval is given for all parts, labor and miscellaneous charges by the customer during the repair process.
Accurately open work orders including all related codes both internally and externally.
Provide standard hours for every segment that a technician is assigned.
Participate in daily shop walks and meetings with lead(s)/supervisors/managers to ensure communication flow.
Communicate with the credit department to ensure payment.
Ensure service reports match repairs completed before billing.
Accurately prepare and provide customers a proforma/invoice in a timely manner.
Maintain assigned WIP in a manner to align with department Metrics.
When available, utilize standard jobs and prototypes.
If applicable, assign jobs to technicians as needed.
Provide the customer service required to score a 10 on the Daniel Surveys.

Skills

General office

Customer service

Relationship building

Sales experience

PC skills

California driver’s license

Strong communication

Work under pressure

Job description

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.

POSITION SUMMARY:

The Service Communicator ensures effective communication, profitability and reputation of our service shops by providing timely, accurate, and customer-approved estimates, proformas and invoices for repair work. The Communicator will document estimates and the necessary repair work according to established industry standards and CAT regulations. The Communicator will have a working knowledge of the industry, an aptitude and interest in engine/vehicle repair, strong administrative, organizational and computer skills as well as exceptional interpersonal skills.

ESSENTIAL FUNCTIONS:

Provide effective and timely communication to both internal and external customers.
Provide customers with repair updates in a manner to meet customer expectations and loyalty.
Have an in-depth knowledge of operational guidelines regarding parts, labor and miscellaneous charges.
Provide accurate updates to both internal and external customers throughout the repair process.
Schedule and maintain fleet 90-day BIT inspection lists.
Ensure approval is given for all parts, labor and miscellaneous charges by the customer during the repair process.
Accurately open work orders including all related codes both internally and externally.
Provide standard hours for every segment that a technician is assigned.
Participate in daily shop walks and meetings with lead(s)/supervisors/managers to ensure communication flow.
Communicate with the credit department to ensure payment.
Ensure service reports match repairs completed before billing.
Accurately prepare and provide customers a proforma/invoice in a timely manner.
Maintain assigned WIP in a manner to align with department Metrics.
When available, utilize standard jobs and prototypes.
If applicable, assign jobs to technicians as needed.
Provide the customer service required to score a 10 on the Daniel Surveys.
Perform the position with pride and professionalism while following Hawthorne’s Code of Conduct.
Other duties as directed by the Service Management Team.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

Prefer at least two (2) year’s general office experience
Prefer at least three (3) to five (5) years of customer service, relationship building and/or Sales experience
PC skills are required.
Must have a valid California Class C Driver’s License and a clean driving record.
Must have above average communication skills.
Strong work ethic, flexibility, ability to work at a fast pace and under pressure preferred.

PHYSICAL DEMANDS:

Walking and moving about on foot often through uneven terrain.
Handling: Picks up items, works with hands.
Lifting: May lift up to 25 lbs.
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.
Climbing: May climb in and out of conex boxes.
Vision: Reads computer screens and work orders.
Talking: Communicates via telecommunications and in person.
Sitting: Sits in desk chairs.

ENVIRONMENTAL:

Noise: Works in conditions with constant or intermittent noise.
Temp/Weather: Works in a warehouse and outside with variations of temperature and weather.
Exposure: Foul odors, fumes and harsh substances.

ACCOMMODATIONS:

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