Service Communicator - Power Systems

We Build Better Communities

Be Part of the Hawthorne Difference!

Hawthorne Cat is a family-owned company that has led the equipment industry 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.

We are currently seeking talented individuals for our Service Communicator - Power Systems position!

Here is some of what you’ll do…

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 Service Communicator documents estimates and the necessary repair work according to established industry standards and CAT regulations. The Service 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:

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

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

1. Must have at least two (2) year’s general office experience
2. Must have high school diploma or equivalent experience.
3. Must have at least three (3) to five (5) years of customer service, relationship building and/or Sales experience
4. Three (3) to five (5) years of marine/heavy equipment or parts/service experience highly preferred
5. PC skills are required.
6. Must have above average communication skills.
7. Strong work ethic, flexibility, ability to work at a fast pace and under pressure preferred.

PHYSICAL DEMANDS:

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

ENVIRONMENTAL:         

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.

HERE’S WHAT WE OFFER…

• Competitive Compensation
• A great work environment and culture
• Career growth and advancement opportunities
• Training
• Medical, Dental and Vision plans
• Medical Video Appointments available
• Health Savings Account available
• Paid Time Off (PTO) Pay
• 401(k) Plan + Company Matching
• Health and Dependent Care Flexible Spending Accounts
• Life & Accident Insurance
• Employee Assistance Programs
• Legal Plan
• Travel Assistance Plan
• Wellness Programs
• Referral Bonus Program
• Longevity Bonus Program
• Recognition Programs and much more
• Hawthorne CAT discounts
• Boot Reimbursement
• Tuition Reimbursement
• Company-Supplied Uniforms
• Advanced Technical Training
• Estimated Compensation $25 - $30 per hour

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