Service Coordinator

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


POSITION SUMMARY:  Under the supervision of the Service Manager, the Service Coordinator achieves departmental goals by ensuring all WIP is managed efficiently and profitably while ensuring customer satisfaction.  Coordinates a clear line of communication between all service-related personnel to achieve goals.



  1. Handles WIP (work in process) process management.
  2. Accurately manages work orders in the Dealer Business System. To include but not limited to Last Date of Labor, Service Report accuracy, SIMS, Warranty Coding, Labor Source Codes and miscellaneous charges.
  3. Utilizing Hawthorne provided reporting manage aging WIP.
  4. Accurately reviews service reports in Dealer Business System.
  5. When available, utilizes standard jobs and prototypes.
  6. Responsible for suggesting and implementing improvements to administrative processes, including standard jobs, repair requests, outside job purchases, time keeping and invoicing.
  7. Communicates with the Credit Department to ensure collaboration and timely opening and closing service work orders.
  8. Prepares and provides customers with accurate proforma/invoices in a timely manner to meet customers’ expectations.
  9. Effectively communicates within the dealership and externally with customers.
  10. Makes suggestions and assists with implementing strategies to improve customer loyalty.
  11. Makes suggestions and assists with implementation of strategies to improve Service Metrics, WIP and Service Attributes.
  12. Participates in department projects as needed.
  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 implementation.
  15. Any other duties as directed by the Service Management Team.



  1. Minimum 2 years Equipment Maintenance environment experience preferred.
  2. PC skills required.
  3. Microsoft Office Suite (Excel, Outlook, Word)
  4. Must have a valid Class C License.



  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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