Service Planner

Job Description:          

• Communicate the repair process to all parties involved. Ensure continued job progress and coordinate resources to support the repair process and deliver an invoice on the same day that the job is complete.

Essential Functions:

• Plans repair jobs through various areas, vendors, and technicians. Coordinates resources to support the repair process.
• Resolves customer complaints on billing and warranty issues.
• Manages, monitors, and reports the accuracy and fair estimates/quotes for segment repairs
• Monitors and communicates the repair process for assigned area. Ensure continued job progress; follow up conversations with documentation in the manager program, with the lead person and the technicians using all current system tools provided.
• Review customer repair history, products or services due provided by the Customer Service Advisor.
• Make policy and warranty recommendations to the appropriate supervisor and discuss/resolve discrepancies before billing review is complete.
• Monitor and manage each work order on a daily basis and have a Pro-Forma summary ready for the customer at the completion of requested repairs ensuring that there are no instances where a customer does not receive an invoice the same day that the job is completed when job is completed before 6 p.m.
• Provide continuous review of and improvements to Service Systems, WIP, Payroll, Expenses, and Sublet etc.
• Develop procedures to streamline billing and warranty for assigned areas.
• Standardize and update procedures used in reviewing and closing work orders to ensure consistency and accuracy to meet our goal of submitting same day, accurate invoices.
• 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.
• In the event that the scope of a job changes, ensure that a change-order has been submitted for customer approval (by signature or e-mail) and a signed or electronic copy of the approval or denial inserted in the work order before proceeding with updated repairs.
• Briefs supervisors and submits reports on monitoring measures such as, last-date-of-labor to invoice and work leaving shop/completed jobs to pro-forma submitted when job completed.
• Works safely at all times. Adheres to all applicable safety policies. Complies with all company policies, procedures, and standards.

Additional Responsibilities:

• Ensures all parties are informed about progress and delays.
• Communicates schedule changes.
• Assists management to reach all billing goals and warranty claim goals.
• Ensures service planner function is covered at all times.
• Approves work order closings.
• Analyze, plan and implement status reports on timeliness and accuracy of work in process documents.
• Analyze work orders to insure correct accounts are charged.
• Monitor the accuracy of information used to establish and maintain warranty claims, records and policies.
• Monitor work order adjustments and charges to internal and external accounts, assure billings are accurate and timely.
• Use “Internal Approval Process” on internal work orders to help maintain and track [Company]  policy dollars.
• Must accomplish training and serve as a Green Belt in support of [Company]  Six Sigma program.
• Works within and promotes corporate values.

Knowledge Skills and Abilities:

• Must have interpersonal, organization and planning skills sufficient to assist customers.
• Demonstrates leadership, integrity, quality, teamwork, and a sense of urgency in performing duties and responsibilities.
• 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 [Company] computer systems and PC software such as Windows, Word, Excel, PowerPoint and Access.
• Mathematical skills sufficient to calculate percentages, compute cost per hour charges and project future expenses.
• Familiarity with CAT and [Company] warranty policies, procedures and philosophies.
• Mechanical aptitude and the ability to read and interpret technical material.
• Ability to maintain consistent attendance

Education and Experience:

• Proof of high school diploma or General Education Degree (GED).
• Experience as a shop or field technician.
• Must be able to communicate (speak, read, comprehend, write) in English.

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 sit, use hands to finger, handle, or feel and talk or hear.
• The employee frequently is required to stand; walk; reach with hands and arms; climb or balance; and stoop and kneel.
• The employee is occasionally required to lift and/or move up to 10 pounds.
• Specific vision abilities required by this job include close vision. This position is designated as a "Safety-Sensitive Position". A Safety-Sensitive Position includes tasks or duties that [Company] in good faith believes could affect the safety or health of the employee performing the task or others.

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 occasionally exposed to moving mechanical parts; high, precarious places; and outside weather conditions.
• The employee is occasionally exposed to wet and/or humid conditions, extreme cold, and extreme heat.
• The noise level in the work environment is usually office moderate.

Requirements:

• Must have experience as a shop or field technician.
• Must have interpersonal, organization and planning skills sufficient to assist customers.
• Must demonstrate leadership, integrity, quality, teamwork, and a sense of urgency in performing duties and responsibilities.
• Must be willing to learn about Caterpillar products sold and serviced.
• Must have mechanical aptitude and the ability to troubleshoot and diagnose all aspects of the repair process.
• Must have proficiency with [Company] computer systems and PC software such as Windows, Word, Excel, PowerPoint and Access.
• Must have mathematical skills sufficient to calculate percentages, compute cost per hour charges and project future expenses.
• Must have familiarity with Caterpillar and Empire warranty policies, procedures and philosophies.
• Must have mechanical aptitude and the ability to read and interpret technical material.