• Service Operations Coordinator

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

    POSITION SUMMARY:  Under the supervision of the Service Manager, the Service Operations Coordinator achieves departmental goals by developing and implementing strategies to improve overall administrative efficiency and profitability while ensuring customer satisfaction.  Assists with the implementation of all Caterpillar initiatives for the HPS Service Department.



    1. Handles administration of all WIP (work in process) for field service.
    2. Accurately manages work orders in the Dealer Business System.
    3. Accurately reviews and uploads service reports in uploader.
    4. When available, utilizes standard jobs and prototypes.
    5. Responsible for suggesting and implementing improvements to administrative processes, including standard jobs, repair requests, outside job purchases, time keeping and invoicing.
    6. Communicates with the Credit Department to ensure collaboration and timely opening and closing service work orders.
    7. Prepares and provides customers with accurate proforma/invoices in a timely manner to meet customers’ expectations.
    8. Effectively communicates within the dealership and externally with customers.
    9. Makes suggestions and assists with implementing strategies to improve customer loyalty.
    10. Makes suggestions and assists with implementation of strategies to improve Service Metrics, WIP, Capability & Capacity plans and Service Attributes.
    11. Participates in department projects as needed.
    12. Adheres to all company policies.
    13. Performs the position with pride and professionalism while following Hawthorne’s Code of Conduct.
    14. May champion assigned Caterpillar initiatives and collaborate with operational groups for successful implement.
    15. Accomplishes any other duty deemed necessary by Management.



    1. Must have a high school diploma or equivalent, or three to seven years’ related experience and/or training; or equivalent combination of education and experience.
    2. Must have at least three years’ experience working in a service shop and/or parts department.
    3. Must have five years’ of progressive experience in a management position.
    4. Must have a valid driver’s license with a good driving record.


    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 up and down stairs.
    2. Handling:      Seizes, helps or works with hands.
    3. Lifting: Raises or lowers items up to 60lbs.
    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:           Read paperwork and records on a computer.
    8. Talking:         Communications by phone and in person.
    9. Sitting:           Sits for extended periods of time.



    1. Noise: Works in conditions with constant or intermittent noise.
    2. Temp/Weather: Works in a service shop environment.


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


    Hawthorne CAT® is an Equal Employment Opportunity/Affirmative Action Employer.  M/F/Disability/Protected Veteran Status

    Hawthorne CAT® participates in E-Verify


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