Service Supervisor

Hawthorne Cat is a family-owned company that has led its markets for over 60 years in the sale, rental, and servicing of construction machinery and power generation equipment for industries on which our communities depend like agriculture, construction, marine, and government.

Every member of our team plays a significant role in our success. Hawthorne Cat hires individuals who share our vision of Building Better Communities with our Customers and our values of Passion, Respect, Integrity, Dedication and Excellence (PRIDE).

If you are looking to build your future with an established, thriving company with countless opportunities for growth and advancement, you’ve come to the right place! At Hawthorne Cat, we’re always looking for exceptionally skilled, hardworking individuals interested in contributing to our success and the success of the communities that we serve.

Our people are our most valuable asset. That’s why at Hawthorne Cat we are committed to a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and maintain a work/life balance.

Job Title: Service Supervisor

Reports to: Hawaii Island Branch Operations Manager

FLSA Status: Exempt

Division: HPC

Department: Service

Location: Hilo

Position Summary: Under the direction of the Hawaii Island Branch Operations Manager, the Service Supervisor accomplishes the departmental goals by developing parts sales and service opportunities with new customers, as well as maximizing sales with existing customers. The Service Supervisor ensures the successful daily operations of the branch.

• Ensures successful operations of daily branch responsibilities by daily review of all timecards and service reports, daily work in progress (WIP) review, and reviewing work orders prior to closing.
• Maintains records by recording problems and corrective actions planned and completing service reports and SIMS.
• Assists with managing costs by identifying work orders that are higher than the estimated or quoted cost and reviewing the work schedule to update WIP priorities, segments, parts, deliveries, and completion deadline. Implements methods of payment by identifying credit status and obtaining approval for credit, if necessary.
• Inputs data to computer by compiling and sorting information, establishing entry priorities, and completing input.
• Maintains customer satisfaction by establishing rapport with customers and others in a position to help meet customer needs.
• Assists with the preparation of machinery service by answering phones and data processing.
• Maintains technicians’ payroll information by ensuring technicians’ repair description is correctly captured.
• Prepares work orders by inputting data, contacting customers for purchase order numbers, obtaining credit approval if needed, collecting payment for cash jobs, and making copies for files.
• Prepares vendor statements for approval by reviewing, researching unpaid invoices, and requesting for copies of outstanding invoices from vendors.
• Prepares invoices for payment by verifying amounts, selecting account numbers, and making copies for files.
• Maintains quality service by following organization standards.
• Maintains technical knowledge by attending educational workshops and reviewing publications.
• Supports cross departmental operations within the branch (Service, Sales, Rental, Parts).
• Identifies and coordinates facility needs to include maintenance, repairs, improvements, and safety compliance.
• Upon return of equipment, checks for damage and coordinates with service for fueling, repairs, etc.
• Knowledgeable of Hawthorne Rent It Service processes, systems, and equipment.
• Contributes to team effort by accomplishing related results as needed.
• Conducts evaluations for direct reports.
• Provides Ownership of Service and Branch Excellence Metrics for the branch.
• Provides first level, on-island support for customer issues and disputes.
• Is responsible for the branch WIP Management Process.
• Is responsible for the rollout and adherence to corporate programs / ERP usage by the branch.
• Ensures all service work is quoted and approved and proactively communicated to the customer.
• Ensures…