Service Planner - Product Link

About the position

Join our group of passionate team players, committed to providing the best level of service for our clients in a rewarding environment. Founded in 1950, Empire Cat is a world-renowned Caterpillar dealer and a top private company in Arizona. We are a fourth-generation family-owned company with over 3,700 employees across 30+ locations throughout Arizona, Nevada and portions of Eastern California. We are a diverse group of people, but we all share an inspiring vision to BE THE BEST. That vision is achieved by our individual commitments to work hard and live our core values every day.

Responsibilities

• Plan repair jobs through various areas, vendors, and technicians.
• Coordinate resources to support the repair process.
• Resolve client complaints on billing and warranty issues.
• Administer, monitor, and report the accuracy and fair estimates/quotes for segment repairs.
• Monitor and communicate the repair process for assigned area.
• Ensure continued job progress; follow up conversations with documentation in the manager program.
• Review client repair history, products, or services due provided by the Customer Service Advisor.
• Make policy and warranty recommendations to the appropriate supervisor.
• Monitor and manage each work order daily and have a Pro-Forma summary ready for the client at the completion of requested repairs.
• Provide continuous review of and improvements to Service Systems, WIP, Time reporting, Expenses, and Sublet.
• Consistently improve procedures to streamline billing and warranty for assigned areas.
• Standardize and update procedures used in reviewing and closing work orders.
• Assign priorities to open work orders to ensure they are processed to meet WIP goals.
• Ensure that all work performed is according to estimate/quote.
• Ensure that a change-order has been submitted for client approval when the scope of a job changes.
• Brief supervisors and submit reports on monitoring measures.
• Work safely at all times and adhere to all applicable safety policies.

Requirements

• Proof of high school diploma or General Education Degree (GED).
• Minimum 2 years’ experience in organizing, planning, or scheduling.
• Must be able to communicate (speak, read, comprehend, write) in English.
• Must have interpersonal, organization and planning skills sufficient to assist clients.
• Demonstrates leadership, integrity, quality, teamwork, and a sense of urgency in performing duties.
• Must be willing to learn about CAT products sold and serviced.
• Must have mechanical aptitude and the ability to troubleshoot and diagnose all aspects of the repair process.
• Proficiency with computer systems and Microsoft Office products.
• Mathematical skills sufficient to calculate percentages, compute cost per hour charges and project future expenses.
• Ability to maintain consistent attendance.

Benefits

• Competitive Pay
• Vacation & Sick Leave
• Medical/Dental/Vision
• 401(k)
• Tool Discounts/Tool Insurance
• Technical Training & Professional Development Classes
• And More