Service Coordinator

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).

As a Service Coordinator you will work under the direction of the Service Manager, providing administrative assistance to expedite the processing of customer, warranty, and internal work orders. You will help with job closing, interpret service reports, manage warranty programs, and keep customers informed on job status.

• Direct the activities of the Service Clerk or additional clerical assistants who may be assigned.
• Reconcile the mechanic’s computer time card with payroll time attendance records.
• Open all work orders for repair jobs, file documents in appropriate job jackets, and check for errors before closing completed jobs.
• Order supplies needed for repair jobs and shop use, and issue purchase orders to vendors.
• Assist with answering incoming telephone calls.
• Distribute all Service department’s incoming and outgoing mail.
• Review shop requisitions written by Parts department.
• File all Service department literature, correspondence, and history files.
• Issue purchase orders to authorized shop personnel for the purchase of supplies.
• Obtain credit approval for revenue work orders as required.
• Coordinate with the Service Manager and Service Supervisor on the status of jobs in process to keep Work‑In‑Progress (WIP) at a manageable level.
• Ensure timely submission of service reports by mechanics for all jobs on the SIMS reporting system and obtain SIMS reports to authenticate warranty coverage on equipment sold by other dealers.
• Work with warranty writers and administrators to process and submit Caterpillar warranty claims for reimbursement.
• Upon request, keep the Service Manager informed on the process of quoted and flat‑rate jobs.
• Coordinate with the Customer and Service department and schedule pickups and delivery for equipment.
• Coordinate with the Service Managers and prepare work schedule for mechanics.
• Review Caterpillar service letters pertaining to safety modifications, PSPs or PIPs, determine units located on Oahu that require critical improvements, open work orders, and initiate parts procurement.
• Coordinate with the Service Managers and contact customers to schedule contract maintenance or performance of PSPs or PIPs.
• Assist in preparation of quotations, facsimile invoices, reports, and other documents.
• Oversee maintenance of vacation and sick leave records for service employees.
• Research customer complaints to determine if discrepancies exist and assist Service Managers in dispute resolution; process adjustments or corrections as directed.
• Assist the Service Manager in administration of safety, credit, housekeeping, and other rules, policies, and procedures.
• Keep Service Managers informed on all matters of managerial importance.
• Perform other Service department duties as required.
• Assist manager to ensure departmental key metrics are monitored and sustained.
• Assist manager in identifying areas of training that are needed for support staff.

• High school diploma or equivalent.
• Valid driver’s license with a good driving record.
• PC skills.
• Customer service experience; diplomatic, courteous, and detail‑oriented.
• Supervisory skills and experience preferred.
• At least five years in a service shop environment.

• Walking: moves about on foot, often up and down stairs.
• Handling: works with hands.
• Lifting: may lift up to 25 lbs.
• Reaching: extends hands and arms in any direction.
• Stooping: bends body downward and forward by bending at knees or waist.
• Standing: remains in standing position if required to perform various functions of the job.
• Vision: reads computer screens, paperwork and other records.
• Talking: communicates via telecommunications…