Service Planner

Service Planner

PMC Flowood - Flowood, MS 39232

Overview

Education Level High School

Description

The Service Planner is accountable to provide administrative, planning, and coordination support to the service department in the areas of service work scheduling, work order processing/tracking/reporting, purchase order tracking, quote preparation, parts ordering, warranty administration, and other department-related support activities and tasks. This position reports to the Service Manager.

Essential Functions, Duties, and Responsibilities:

• Manage and administer the lifecycle of the service work order process and maintain regular contact with the customer throughout. Therein, execute the opening and closing of jobs in the company's billing system to include posting technician timecards and mileage, preparing/tracking external quotes, parts ordering/tracking, coordinating/expediting service schedules, and performing related reporting and filing in accordance with all established company policies and procedures and standards for quality.
• Build and manage the day-to-day administration of the service schedule for all technician resources that support branch service operations. Schedule and coordinate the hauling and delivery of all machines into and out of the branch with internal and external points of contact.
• Administer the enforcement of warranty and goodwill determinations in accordance with prescribed company policy standards and metrics.
• Greet, receive, and direct 'walk-in' service traffic to the branch. Receive and administer the intake of general and truck shop-related repair service calls from customers.
• Attend daily meetings with the service management team to ensure that all parties are updated on work in progress and to update/maintain same in the management information system (DBS). Keep all stakeholders (sales, product support sales, customer) regularly updated on the status of machine repairs.
• Serve as primary backup to the Service Manager in their absence and act as supervisor on duty during rotational call service periods.
• Load and offload equipment and deliveries using a fork truck.
• Maintain a professional and proper personal appearance at all times.
• Maintain positive working relationships and effective communication with all internal and external customers and Caterpillar personnel.

Qualifications

• High school diploma or GED equivalent required.
• Minimum 3-5 years of combined work experience as a retail parts counter salesman and/or service planner in a parts sales and service shop environment.
• Basic technical knowledge of Caterpillar and allied heavy equipment (mechanical systems, diesel engines/engine failures, electrical and hydraulic systems).
• Ability to read and comprehend computer-based schematics, specifications, service and parts literature, technical bulletins, safety manuals, and other related publications.
• Good knowledge of and dedicated experience using dealer management information systems (DBS) and Microsoft Office applications (Word, Excel, PowerPoint).
• Proficient verbal, written, interpersonal, and customer service skills.
• Good problem-solving skills, detail oriented, and ability to work with a high level of accuracy.
• Ability to perform duties with a sense of urgency, exceeding customer expectations.
• Ability to work in a dynamic fast-paced service environment.