Service Communicator

Service Communicator

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.

Position Summary :

The Service Communicator ensures effective communication, profitability and reputation of Main, CRC, Hydraulic, Field & Weld service shops by providing timely, accurate, and customer-approved estimates, proformas, & invoices for internal, revenue and warranty repair work. The Communicator will document estimates and the necessary repair work according to established industry standards and CAT regulations. The Communicator will have a working knowledge of the equipment industry, an aptitude and interest in equipment repair, strong administrative, organizational and computer skills as well as exceptional interpersonal skills.

Essential Functions :

• Provides effective and timely communication to both internal and external customers.
• Provides customers with repair updates in a manner to meet customer expectations and loyalty.
• Has an in-depth knowledge of operational guidelines regarding parts, labor and miscellaneous charges for revenue, internal and warranty repairs.
• Provides and updates accurate quotes to both internal and external customers throughout the repair process.
• Ensures approval is given for all parts, labor and miscellaneous charges by the customer during the repair process.
• Accurately opens work orders including all related codes for internal and external work orders.
• Provides standard hours for every segment that a technician is assigned.
• Participates in daily shop walks, meeting with lead(s) / supervisors / managers to ensure communication flow.
• Communicates with the credit department to ensure payment
• Ensures service reports matches repairs completed before billing.
• Accurately prepares and provides customers a proforma / invoice in a timely manner.
• Maintains assigned WIP in a manner to align with department Metrics (Last Date of Labor).
• When available utilizes standard jobs and prototypes.
• If applicable schedule jobs to techs as needed.
• Provides the customer service required to score a 10 on the Daniel Surveys.
• Performs the position with pride and professionalism while following Hawthorne's Code of Conduct.
• Perform other duties as directed by the Service Management Team.

Education, Experience, and Skills Required :

Physical Demands :

Environmental :

Accommodations :

Reasonable accommodations for essential functions of the position will be considered.

Heres What We Offer