POSITION SUMMARY:       

The Rental Service Communicator ensures effective communication, profitability and reputation of our service shops by providing timely, accurate, and customer-approved estimates, proformas, & invoices for repair work. The Rental Service Communicator will document estimates and the necessary repair work according to established industry standards and CAT regulations. The Rental 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. This position will have an emphasis on our new Cat Compact division, as well as rental branch responsibilities.

ESSENTIAL FUNCTIONS:

1. Provides communications for one or more of the following depts: HRS Rental Shops, HRS Field Service along with HMC Field Service Managers
2. Provides effective and timely communication to both internal and external customers.
3. Provides customers with repair updates in a manner to meet customer expectations and loyalty.
4. Provides scheduling for customers and vendors, and Workflow vouchering.
5. Provides dispatching.
6. Has an in-depth knowledge of operational guidelines regarding parts, labor and miscellaneous charges.
7. Provides and updates accurate quotes to both internal and external customers throughout the repair process.
8. Ensures approval is given for all parts, labor and miscellaneous charges by the customer during the repair process.
9. Accurately opens work orders including all related codes for internal and external work orders.
10. Provides standard hours for every segment that a Technician is assigned to.
11. Participates in daily phone calls and or shop walks, meeting with lead(s)/supervisors/managers to ensure communication flow.
12. Communicates with the credit department to ensure payment.
13. Ensures service reports matches repairs completed before billing.
14. Accurately prepares and provides customers a proforma/invoice in a timely manner.
15. Maintains assigned WIP in a manner to align with department Metrics.
16. When available utilizes standard jobs and prototypes.
17. If applicable schedules jobs to techs as needed.
18. Provides the customer service required to score a 10 on the Daniel Surveys.
19. Performs the position with pride and professionalism while following Hawthorne’s Code of Conduct.
20. Other duties as assigned by the Supervisor.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

1. Must have two (2) year’s general office experience
2. Must have three (3) to five (5) years of customer service, relationship building and/or Sales experience
3. Three (3) to five (5) years of equipment parts/service experience preferred.
4. PC skills are required
5. Must have a valid California Class C Driver’s License and clean driving record
6. Must have good communication skills.
7. Strong work ethic, flexibility, ability to work at a fast pace and under pressure

PHYSICAL DEMANDS:

1. Walking and moving about on foot often through uneven terrain.
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. Climbing: May climb stairs.
8. Vision: Reads computer screens, work tickets and parts books.
9. Talking: Communicates via telecommunications and in person.
10. Sitting: Sits at desk and in equipment or vehicles.

ENVIRONMENTAL:

1. Noise: Works in conditions with constant or intermittent noise.
2. Temp/Weather: Works in an office environment.
3. Exposure: Foul odors, fumes and harsh substances.

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 $28.00 - $37.00 per hour