Used Equipment Service Coordinator

Job Posted: October 27th, 2021

Location: Charlotte, North Carolina, US

Summary

The Service Coordinator is responsible for scheduling, directing, and monitoring service work for the Used Equipment department location while maintaining a high level of customer satisfaction.

 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

 

  1. Effectively coordinates WIP daily to meet department goals through prioritization of work and appropriate scheduling of resources.
  2. Communicates with customers, coordinators, and sales reps daily regarding scheduling, sale preparing, and repairing of equipment
  3. Responsible for the initial and final quality inspection of used and rental fleet equipment, including marketing photos.
  4. Manage and provide daily repair list to branch service personnel
  5. Review and approve final work orders, ensuring the proper attachment installation on rental units.
  6. Manage the used attachment inventory including ordering equipment for used equipment.
  7. Responsible for proper used machine displays at our branch locations.
  8. Process post sale rework and related customer issues
  9. Process a lease return or repossession of equipment with CAT Financial.

 

 

Supervisory Responsibilities

This position has no supervisory responsibilities

 

Qualifications & Competencies

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Systems
    1. Functional knowledge of key operating systems: DBS, ServiceLink and MDS
    2. Functional knowledge of critical CAT applications: SIS, ET and Dealer DSN
    3. Functional knowledge of phone system and ability to manage customers through it
    4. Functional capability with Microsoft Office suite of applications
  • Technical
  1. Functional knowledge of CAT products
  2. Functional knowledge of key machine systems and components in relation to potential repair requirements
  3. Ability to read and interpret documents such as safety rules, operating and maintenance
  4. instructions, and procedure manuals. Ability to write routine reports and correspondence.
  • Interpersonal
    1. Ability to develop and maintain healthy relationships with Technicians, Tech Team Leaders and support employees
    2. Ability to develop and maintain healthy relationships with customers and effectively resolves any service related disputes
    3. Effectively communicate in various environments and settings through multiple channels
  • Leadership
  1. Create safe, positive work environment for employees.
  2. Ability to solve practical problems and deal with a variety of concrete variables in situations
  3. where only limited standardization exists.
  4. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • Business Acumen
    1. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
    2. Understanding of interdepartmental relationships and can manage outcomes across departments
    3. Understanding of financial performance inputs and familiarization with financial definitions: GP, DE, PAD & PBT

 

Education and/or Experience

  • High School diploma or equivalent with 2-year Technical degree preferred
  • 2-3 years of mechanical experience
  • Acceptable level of safety, rework, productivity in prior roles *Internal Applicants*
  • Strong machine operating skills
  • Digital computer skills
  • Strong attention to detail, organization and communication

 

Certificates, Licenses, Registrations

None required

 

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.

 

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl and taste or smell. The employee is frequently required to sit. The employee must frequently lift and /or move up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

 

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.

 

While performing the duties of this Job, the employee is regularly exposed to moving mechanical

parts. The employee is occasionally exposed to high, precarious places; fumes or airborne particles; outside weather conditions and vibration. The employee is occasionally exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in the work environment is occasionally loud.

 

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