• Service Communicator

    Job ID
    US-CA-San Diego
    Regular Full-Time
    Location : Name
    Hawthorne - Rancho Bernardo
  • Overview

    POSITION SUMMARY: The Service Communicator ensures the overall efficiency, profitability and reputation of our dealership by providing timely, accurate, and customer-approved estimates, proformas, & invoices for repair work. Individual will document estimates and the necessary repair work according to established industry standards and CAT regulations. Individual will have a working knowledge of the heavy equipment industry, an aptitude and interest in equipment repair, strong administrative, communication, organizational and computer skills with an emphasis on controlling job costs.




    1. Accurately open work orders in the Dealer Business System.
    2. Effectively communicate with in the dealership and externally with customers.
    3. Organize a job in a logical and economical sequence.
    4. Provide customers with repair updates in a manner to meet customer expectations.
    5. Update Modern with daily notes for internal communication and communicate the repair status with the customer.
    6. Participate in daily shop walks, meeting with lead(s)/supervisors/managers to ensure a communication flow.
    7. Maintain updated quotes throughout the repair process with the assistance of the quoter.
    8. Communicate with the credit department to ensure timely payment on service work orders.
    9. Accurately review and upload service reports in uploader.
    10. Prepare and provide customers a proforma/invoice in a timely manner to meet customers’ expectations.
    11. Ensure proforma/invoice customer receives is accurate, correct grammar, and matches quotes.
    12. Maintain assigned WIP in a manner to align with department Metrics.
    13. Create and maintain a flat rate manua
    14. When available utilize standard jobs and prototypes.
    15. Participate in department projects as needed.
    16. Adheres to all company policies.
    17. Performs the position with pride in professionalism while following Hawthornes code of conduct.
    18. Performs other duties as directed by lead or service operations manager.



    1. Must have two (2) year’s general office experience.
    2. Must be able to demonstrate exceptional customer service skills.
    3. Must have three (3) to five (5) years of customer service, relationship building and/or Sales experience.
    4. Must have three (3) to five (5) years of heavy equipment parts/service experience.
    5. PC skills are required.
    6. Must have a valid California Class C Driver’s License.
    7. Must have above average communication skills.
    8. Strong work ethic, flexibility, ability to work at a fast pace and under pressure preferred.
    9. Experience as a Service Writer a plus.


       TESTING REQUIREMENTS:  Applicants may be required to pass a written and/or oral examination before being considered for   

        employment in this position.




    1. Walking and moving about on foot often through uneven terrain.
    2. Handling: Picks up items, helps or works with hands.
    3. Lifting: Raises or lowers miscellaneous equipment parts.
    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. Climbing: In and out of equipment.
    8. Vision: Read work tickets and parts books.
    9. Talking: Communications by radio, phone, and in person.
    10. Sitting: Sits in equipment and in vehicle



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


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

    Hawthorne Cat® is an Equal Employment Opportunity/M/F/disability/protected veteran status.

    Hawthorne Cat® Participates in E-Verify.


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