JOB SUMMARY:
Create, maintain and invoice service work orders for internal and external customers. Act as primary point of contact for service and product support personnel for all work order inquiries. Communicate frequently with customers to achieve timely and accurate billing for machine repairs and maintenance.
ESSENTIAL FUNCTIONS:
- Open, maintain and invoice service work orders.
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Coordinate and communicate with service operations staff to ensure a smooth transition of “Work In Process” between the service and service administration departments.
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Communicate with parts, rental, sales and transport departments as needed to confirm that accurate charges are posted to each work order.
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Ensure that all documents and reports related to service repairs are processed accurately and in a timely manner.
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Retrieve and review machine repair documentation in order to understand the nature of the service repair; recognize if additional information is required.
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Follow up on pending jobs and back ordered parts to ensure smooth progression of work orders through the review and invoicing process.
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Manage assigned service area “Work In Process” to meet company goals.
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Maintain accurate service work order status.
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Maintain performance measures in accordance with the department’s goals.
ADDITIONAL RESPONSIBILITIES:
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Recommend changes to practices that will assist in the efficient efforts of all involved in the service repair process on an as needed basis.
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Work varying shifts and overtime as business needs arise.
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Adhere to company policies, procedures and regulations.
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Enable Cashman to achieve its objective of Safely Home. Everyone. Every Day.™ by promoting a positive safety culture and adhering to all company safety policies, procedures and practices.
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Report any unsafe acts or conditions.
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Deliver Cashman’s “Best Customer Experience” for all internal and external customers on a consistent basis by exhibiting an upbeat and positive attitude at all times.
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Other duties and special projects as assigned.
KNOWLEDGE, SKILLS AND ABILITIES:
- Product knowledge of Cat parts, components, equipment and services offered through experience, technical training or self-study courses of systems, parts, components and equipment line.
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Proficient computer technology skills, including ability to utilize company authorized software.
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Achieve company goals of customer satisfaction, market dominance and profitability through leadership qualities demonstrated, and timely employee feedback.
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Record service transactions in an accurate and timely manner.
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Ability to develop and maintain good working relationships with all co-workers and customers; use good judgment in recognizing scope of authority.
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Effectively participate as part of a team, leading and mentoring where appropriate.
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Assist in achieving budget consistently by maintaining a steady workflow.
EDUCATION AND EXPERIENCE:
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High School diploma, GED or trade school equivalent
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One (1) year of experience in a related environment (i.e. office, administrative, clerical, customer service, etc.), using phones and computers as the primary job tools.
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Use of Microsoft Office products, including Word, Excel, and Outlook.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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Professional appearance and demeanor consistent with position and responsibilities.
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Self-motivated and detail oriented; work with minimum supervision.
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Sit 7-8 hours in a day.
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Occasionally/frequently lift up to 20 lbs.
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Must be able to occasionally/frequently bend, squat and climb.
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Must use hands for repetitive simple grasping, pushing, pulling and fine manipulation.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)