Service Operations Support

Found in: Resume Library US A2 - 1 week ago

Kahului Hawaii, United States Hawthorne Machinery Co. Full time
Overview:
We Build Better Communities

 

Be Part of the Hawthorne Difference

 

Hawthorne Cat is a family-owned company that has led its markets 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 Technology Support Specialist position

Here is some of what you’ll do…

POSITION SUMMARY: Under the direction of the Service Supervisor, the Service Operations Support provides administrative assistance to expedite the processing of customer, warranty, and internal work orders. The Service Operations Support assists Service Operations in job closing by interpreting service reports and ensuring appropriate entries are made on completed jobs prior to billing. The Service Operations Support performs a wide variety of clerical and administrative duties pertaining to shop operation and work order / Work-In-Progress (WIP) control. Under the direction of the Service Supervisor, the Service Operations Support executes special projects that branch organizational efficiency and operational velocity.

Responsibilities:
ESSENTIAL FUNCTIONS:

Manages special projects for the branch as directed by the Service Supervisor.

Assists in the reconciliation of the mechanics computer time cards with payroll time attendance records.

Assists in opening work orders for repair jobs, files documents in appropriate job jackets, and checks for errors prior to closing all completed jobs.

Orders required supplies for repair jobs and shop use and issues purchase orders to the vendors involved.

Answers incoming telephone calls.

Reviews shop requisitions written by the Parts department.

Files Service Department literature, correspondence, and history files.

Coordinates with the Service Supervisor and Service Coordinator on the status of jobs in process to keep the WIP at a manageable level.

Assists with the submission of service reports by mechanics for all jobs on the SIMSi reporting system. Obtains Sims reports to authenticate warranty coverage on equipment sold by other dealers.

Upon request, keeps the Service Supervisor informed on the current process of quoted and flat rate jobs.

Coordinates with the Customer and Service departments and schedules pickups and deliveries for equipment.

Coordinates with the Service Supervisor and prepares work schedules for mechanics.

Reviews Caterpillar service letters pertaining to safety modifications, PSP’s, or PIP’s. Opens work orders and initiates parts procurement.

Coordinates with the Service Supervisor and contacts customers to schedule contract maintenance or performance of PSP’s or PIP’s.

Assists in the preparation of quotations, invoices, reports, and other documents.

Researches customer’s complaints, as required, to determine if discrepancies exist and assists Service Managers in the resolution of disputes. Processes any adjustments or corrections as directed by the Service Manager.

Assists the Service Supervisor in the administration of Hawthorne’s safety, credit, housekeeping, and other rules, policies, and procedures.

Keeps the Service Supervisor informed on all matters of managerial importance.

Assists the Service Supervisor in ensuring departmental key metrics are monitored and sustained.

Travels to provide field tech support and/or provides parts delivery to technicians on worksite, as required.

Qualifications:
EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

Must have a valid Drivers License with a good driving record.

Must have PC skills.

Must have experience in a customer service environment.

Must be diplomatic and courteous with great attention to detail.

Supervisory skills and experience preferred.

 

PHYSICAL DEMANDS:

Walking: Moves about on foot, often up and down stairs.

Handling: Seizes, helps, or works with hands.

Lifting: Raises or lowers miscellaneous paperwork.

Reaching: Extends hands and arms in any direction.

Stooping: Bends body downward and forward by bending at knees or waist.

Standing: Remains in standing position if required to perform various functions of the job.

Vision: Reads paperwork, employment files, and records on the computer.

Talking: Communicates by radio, phone, and in person.

Sitting: Sits at desk for extended periods.

 

ENVIRONMENTAL:          

Noise: Works in conditions with constant or intermittent noise.

Temp/Weather: Works in a service shop environment.

 

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 $27.00 per hour

Interested in joining the Hawthorne team? Check out our current available positions at:

 

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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