Service Communicator

1. Provides effective and timely communication to both internal and external customers.
2. Provides customers with repair updates in a manner to meet customer expectations and loyalty.
3. Has an in-depth knowledge of operational guidelines regarding parts, labor and miscellaneous charges for revenue, internal and warranty repairs.
4. Provides and updates accurate quotes to both internal and external customers throughout the repair process.
5. Ensures approval is given for all parts, labor and miscellaneous charges by the customer during the repair process.
6. Accurately opens work orders including all related codes for internal and external work orders.
7. Provides standard hours for every segment that a technician is assigned.
8. Participates in daily shop walks, meeting with lead(s)/supervisors/managers to ensure communication flow.
9. Communicates with the credit department to ensure payment
10. Ensures service reports matches repairs completed before billing.
11. Accurately prepares and provides customers a proforma/invoice in a timely manner.
12. Maintains assigned WIP in a manner to align with department Metrics (Last Date of Labor).
13. When available utilizes standard jobs and prototypes.
14. If applicable schedule jobs to techs as needed.
15. Provides the customer service required to score a 10 on the Daniel Surveys.
16. Performs the position with pride and professionalism while following Hawthorne’s Code of Conduct.
17. Perform other duties as directed by the Service Management Team.

1. Must have three (3) to five (5) year’s general office experienc
2. Must have three (3) to five (5) years of customer service, relationship building and/or Sales experien

1. Three (3) to five (5) years of heavy equipment parts/service experience preferred.
2. PC skills are require
3. Must have great communication skills.
4. Bilingual preferred
5. Strong work ethic, flexibility, ability to work at a fast pace and under pressur

1. Walking and moving about on foot often through uneven terrain.
2. Handling: Picks up items, helps or 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: In and out of equipment.
8. Vision: Reads computer screens, work tickets and parts books.
9. Talking: Communicates via telecommunications and in person.
10. Sitting: Sits in equipment and in vehicles

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

Reasonable accommodations for essential functions of the position will be considered.