HPC - Senior Service Coordinator

Job ID
Regular Full-Time
Location : Name
Hawthorne - Kona


POSITION SUMMARY: Under the direction of the Service Manager, he/she manages all revenue, warranty and internal work orders from opening to closing. Ensures that all pertinent customer and specific repair information is included when opening work orders. Ensures that all appropriate entries are made on completed jobs prior to billing. Performs a wide variety of clerical and administrative duties pertaining to shop operation and work order control. Individual must be knowledgeable in all standard and extended warranty programs and works with Warranty and Sales Dept to determine the type of existing coverage at the time of job opening. Ensures that customers are kept well informed on scheduling and current job status.



  1. Directs activities and schedules of the Branch or Service Clerk, Service Coordinators and Technicians, and additional personnel who may be assigned by the Service Manager.
  2. Provides hands on and remote training for Branch / Service Clerks and Service Coordinators.
  3. Assists clerks / 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. Communicates with customers as the main point of contact for the branch Service operation.
  7. Reviews shop requisitions and ensure that cores, returns and warranty hold parts are efficiently controlled.
  8. Files correspondence and works alongside the assigned clerk to maintain equipment/customer history files.
  9. Ensures that the clerk obtains work authorization with a verified valid payment method prior to setting an appointment for shop or field repairs.
  10. Actively manages the Work-In-Progress (WIP) to ensure efficient throughput and invoicing.
  11. Ensure timely submission of STW and SIMS by technicians for all jobs on Caterpillar equipment and generators.
  12. Works with warranty department to process and submit Caterpillar and Allied warranty claims for reimbursement.
  13. Continuously updates the Service Manager on status for all jobs on the WIP.
  14. Coordinates with customers and Sales Department to schedule equipment pickup and delivery.
  15. Coordinates with the Service Manager and prepare technician daily work schedules.
  16. Reviews Caterpillar PSP or PIP service letters and ensures that customers are contacted, work orders are opened and parts ordered.
  17. Assists in preparation of quotations, invoices, reports and other documents.
  18. Researches customer complaints to determine if discrepancies exist and assists Service Manager in resolution of disputes. Processes any adjustments or corrections as directed by the Service Manager.
  19. Assists Service Manager in administration of Hawthorne Pacific Corp.'s safety, credit, housekeeping and other rules, policies and procedures.
  20. Keeps the Service Manager currently informed on all matters of managerial importance.
  21. Performs other duties as directed by Service Manager.
  22. Assists Service Manager to ensure departmental key metrics are monitored and sustained.
  23. Assists Service Manager in identifying areas of training that are needed for technicians and support staff.



  1. Must have a minimum of five years in a service shop
  2. Prior supervisory skills and experience


  1. Must have a high school diploma or
  2. Must have the ability to work with Microsoft Office programs such as Word, Outlook and
  3. Must have a valid Hawaii Drivers
  4. Must have customer service experience and be diplomatic and courteous with great attention to



At the discretion of the Hiring Manager, 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
  2. Handling: Seizes, helps or works with
  3. Lifting: Lifts items up to 50 lbs on an intermittent
  4. Reaching: Extends hands and arms in any
  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
  7. Vision: Reads paperwork and numerous forms of electronic
  8. Talking: Communications in person and by
  9. Sitting: Sits at desk for long periods of



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


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.



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