Job Description

PRIMARY FUNCTION:

This position provides major support for service customers’ satisfaction, direct customer contact responsibilities, quoting of major jobs, directly supervising shop service technicians, and performs some administrative operational responsibilities.

ESSENTIAL DUTIES:

I. Customer Service

• Accepts and coordinates internal and external customer inquiries and requests (phone, walk-in or mail) for machine repair/service.
• Manages or resolves customer’s machine service complaints and problems to the best customer satisfaction level possible.
• Provides customer service, pricing, quotes, and machine service completion and delivery schedule information.
• Daily monitors machine repair schedule and immediately contacts customer with any schedule updates, modifications or whenever any additional repair is needed. (Work in process).
• Coordinates job repair priorities and assigns daily job assignments. Coordinates machine deliveries.
• Serves as a liaison between Service Manager, other departments and branches such as shop, parts department, machine transportation, and Specialization shop.

II. Administrative

• Opens, maintains and closes work orders (i.e. look up customer account job and component codes, warranty status, documents information). Administer credit and COD collection per Company Policy.
• Issues, extends and enters purchase orders.
• Occasionally types correspondence, quotes, records, reports, etc.
• Periodically prepares reports and memos.
• Purge files periodically and prepare for storage.

III. Supervision/Group Leadership

• Provided daily and long-term leadership for the direct report associates to include but not be limited to the following activities:
  • Daily supervising and ensuring adequate quality performance and profitability
  • Interviewing and hiring
  • Coaching
  • Training and developing
  • Counseling and disciplining
  • Dismissing

MINIMUM REQUIREMENTS:

Education:

A two-year business or management degree with a least four years of experience in similar work environment or a high school diploma with six years of similar work experience.

Work Experience:

Intermediate mechanical and product knowledge experience.

Physical:

Must be able to work for long periods while seated. Must have ability to clearly communicate with customers on the phone or in person.

Good customer relations are a must; Pleasant personality; Must be able to navigate Excel, Word, SIMSI, and have knowledge of other Cat Databases. Must be able to have flexible hours when necessary.

This job description is not intended to be all-inclusive. Your supervisor may request and assign you similar duties. Any major modification of this job role requires Human Resources approval.