Rental Service Coordinator

Rental Service Coordinator

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.

Job Description

Job Title: Service Coordinator

Reports to: Rental Service Manager

FLSA Status: Non-exempt

Division: HPC

Department: Rental

Locations: Waipahu

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

Essential Functions:

1. Opens and closes work orders for multiple departments/locations to include internal check in/out, repair, and revenue.
2. Communicates with the Credit Department to ensure collaboration and timely opening and closing of revenue service work orders for multiple departments/locations.
3. Accurately manages work orders in Service Link; to include but not limited to WIP, Last Date of Labor (LDL), Service Report accuracy, SIMS, Warranty Coding, Labor Source Codes, and miscellaneous charges for multiple departments/locations.
4. Accurately opens work orders including all related codes for internal and external work orders.
5. Provides standard hours for every segment that a technician is assigned.
6. Verifies service reports for uploading and files the reports in Master history.
7. Ensures approval is received for all parts, labor, and miscellaneous charges by the customer during the repair process.
8. Provides and updates accurate quotes to both internal and external customers throughout the repair process.
9. Provides customers with repair updates in a manner to meet customer expectations and loyalty.
10. Ensures service reports match repairs completed before billing.
11. Prepares and provides customers with accurate proforma/invoices in a timely manner to meet customers' expectations.
12. Warranty Verifies service reports have detailed repair reports, correct SIMS, and hours, and places any outside vendor forms/Caterpillar required documents in the master file.
13. Provides the customer service required to score a 10 on the Daniel Surveys.
14. Performs various clerical tasks including filing, scanning, answering multiple telephone lines, and dealing with internal and external customers.
15. Effectively communicates within the dealership and externally with customers.
16. Makes suggestions and assists with implementing strategies to improve customer loyalty.
17. Makes suggestions and assists with implementation of strategies to improve Service Metrics, WIP, and Service Attributes.
18. Participates in department projects, as needed.
19. Fulfills the responsibilities of this position with pride and professionalism while following Hawthorne's Code of Conduct.
20. Performs any other duties as directed by the Rental Service Management Team.

Education, Experience, and Skills Required:

1. Must have a high school diploma or equivalent.
2. Must have a valid Drivers License with a good driving record.
3. Must have good communication skills
4. Must have a strong work ethic, flexibility, and the ability to work at a fast pace and under pressure.
5. Must have PC skills, to include Microsoft Office Suite (Excel, Outlook, Word).
6. At least 2 years Equipment Maintenance environment experience preferred.
7. At least 3 to 5 years of customer service, relationship building, and/or Sales experience preferred.

Physical Demands:

1. Walking: Moves about on foot, often up and down stairs.
2. Handling: Seizes, helps, or works with hands.
3. Lifting: Raises or lowers miscellaneous paperwork.
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: Reads paperwork, employment files, and records on the computer.
8. Talking: Communicates by phone and in person.
9. Sitting: Sits at desk for extended periods.

Environmental:

1. Noise: Works in conditions with constant or intermittent noise.
2. Temp/Weather: Works in an office and shop environment with variations of temperature and weather.

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 $24.00 - $29.00 hourly