Service Coordinator

Under the direction of the Service Manager the Service Coordinator provides administrative assistance to expedite the processing of customer, warranty, and internal work orders. The Service Coordinator assists the Service Manager in job closing by interpreting service reports and ensuring appropriate entries are made on completed jobs prior to billing. The Service Coordinator performs a wide variety of clerical and administrative duties pertaining to shop operation and work order control. The Service Coordinator is knowledgeable in all standard and extended warranty programs and works with the Sales department or other dealers to determine the type of coverage at the time of job opening. The Service Coordinator assists Service Managers in keeping customers informed on job status or changes on job status.

1. Directs activities of the Service Clerk or additional clerical assistants who may be assigned.
2. Reconciles the mechanic’s computer time card with payroll time attendance records.
3. Opens all work orders for repair jobs, files documents in appropriate job jackets, and prior to closing all completed jobs, checks for errors.
4. Orders supplies needed for repair jobs and shop use and issues purchase orders to the vendors involved.
5. Assists with answering incoming telephone calls.
6. Distributes all Service department’s incoming and outgoing mail.
7. Reviews shop requisitions written by Parts department.
8. Files all Service department literature, correspondence, and history files.
9. Issues purchase orders to authorized shop personnel for the purchase of supplies.
10. Obtains credit approval for revenue work orders as required.
11. Coordinates with the Service Manager and Service Supervisor on status of jobs in process in order to keep the Work-In-Progress (WIP) at a manageable level.
12. Ensures timely submission of service reports by mechanics for all jobs on the SIMS reporting system. Obtains SIMS reports to authenticate warranty coverage on equipment sold by other dealers.
13. Works with warranty writers and administrators to process and submit Caterpillar warranty claims for reimbursement.
14. Upon request, keeps the Service Manager informed on the process of quoted and flat rate jobs.
15. Coordinates with the Customer and Service department and schedules pickups and delivery for equipment.
16. Coordinates with the Service Managers and prepares work schedule for mechanics.
17. Reviews Caterpillar service letters pertaining to safety modifications, PSP’s or PIP’s. Determines units located on Oahu, which require critical improvements, see that work orders are opened and initiate parts procurement.
18. Coordinates with the Service Managers and contact customers to schedule contract maintenance or performance of PSP’s or PIP’s.
19. Assists in preparation of quotations, facsimile invoices, reports, and other documents.
20. Oversees maintenance of vacation and sick leave records for service employees.
21. As required, researches customer’s complaints to determine if discrepancies exist and assists Service Managers in resolution of disputes. Processes any adjustments or corrections as directed by the Service Manager.
22. Assists the Service Manager in administration of Hawthorne’s safety, credit, housekeeping, and other rules, policies, and procedures.
23. Keeps the Service Managers currently informed on all matters of managerial importance.
24. Performs other Service department duties as required.
25. Assists manager to ensure departmental key metrics are monitored and sustained.
26. Assists manager in identifying areas of training that are needed for support staff.

1. Must have a high school diploma or equivalent.
2. Must have a valid Driver’s License with a good driving record.
3. Must have PC skills.
4. Must have customer service experience and be diplomatic, courteous, and have great attention to detail.
5. Supervisory skills and experience preferred.
6. At least 5 years in a service shop environment required.

1. Walking: Moves about on foot, often up and down stairs.
2. Handling: Works with hands.
3. Lifting: May lift up to 25 lbs.
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 computer screens, paperwork and other records.
8. Talking: Communicates via telecommunications and in person.
9. Sitting: Sits at desk for extended periods.

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.