Service Warranty Specialist at Hawthorne

We Build Better Communities

Be Part of the Hawthorne Difference!

Hawthorne Cat is a family-owned company that has led the equipment industry 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.

We are currently seeking talented individuals for our Service Warranty Specialist position!

Here is some of what you’ll do…

POSITION SUMMARY:       

The Service Warranty Specialist ensures effective communication, increased profitability, and customer loyalty for our Service and Warranty departments by providing timely, accurate, and approved warranty work orders and claims. They will also review technician time to ensure accuracy. This individual will document and follow established industry standards and CAT regulations. They will have a working knowledge of the equipment industry, an aptitude and interest in equipment repair, and possess strong administrative, organizational, and interpersonal skills.

ESSENTIAL FUNCTIONS:

1. Provides effective and timely communication to both internal and external customers, providing relevant updates throughout the repair and warranty claim process.
2. Works closely with Service department(s), as well as manufacturer(s) to open and effectively manage warranty work orders and claims.
3. Accurately opens work orders including all related codes for internal and external work orders.
4. Ensures approval is given for all parts, labor and miscellaneous charges by the customer and/or manufacturer during the repair process.
5. Reviews and reconciles technician time in Hawthorne systems (DBS/UKG).
6. Provides standard hours for every segment that a technician is assigned to.
7. Participates in daily shop walks, meeting with lead(s)/supervisors/managers to ensure communication flow.
8. Ensures service reports match repairs completed and covered before closing work orders.
9. Maintains assigned WIP in a manner to align with department metrics.
10. If applicable, schedules jobs to techs as needed.
11. Performs the position with pride and professionalism while following Hawthorne’s Code of Conduct.
12. Performs various other duties as assigned by the Warranty Manager.

EDUCATION, EXPERIENCE, AND SKILLS REQUIRED:

1. Must have three (3) to five (5) years of customer service, relationship building, and/or sales experience.
2. Three (3) to five (5) years of equipment parts/service experience preferred.
3. One (1) year warranty experience preferred.
4. Has an in-depth knowledge of operational guidelines regarding parts, labor and miscellaneous charges.
5. Strong computer skills are required (Microsoft Office, DBS/AS400 experience preferred).
6. Must have a valid California Class C Driver’s License and clean driving record.
7. Must have good communication skills and attention to detail.
8. Must have a strong work ethic, flexibility, ability to work at a fast pace, sometimes under pressure.

PHYSICAL DEMANDS:

Walking and moving about on foot often through uneven terrain.

Handling: Picks up items, helps or 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.

Climbing: In and out of equipment.

Vision: Reads work tickets and parts books.

Talking: Communicates via telecommunication and in person.

Sitting: Sits at desk and in equipment or vehicles.

ENVIRONMENTAL:

Noise: Works in conditions with constant or intermittent noise.

Temp/Weather: Works in a warehouse and outside with variations of temperature and weather.

Exposure: Foul odors, fumes and harsh substances.

HERE’S WHAT WE OFFER…

• Competitive Compensation
• A great work environment and culture
• Career growth and advancement opportunities
• Training
• Medical, Dental and Vision plans
• Medical Video Appointments available
• Health Savings Account available
• Paid Time Off (PTO) Pay
• 401(k) Plan + Company Matching
• Health and Dependent Care Flexible Spending Accounts
• Life & Accident Insurance
• Employee Assistance Programs
• Legal Plan
• Travel Assistance Plan
• Wellness Programs
• Referral Bonus Program
• Longevity Bonus Program
• Recognition Programs and much more
• Hawthorne CAT discounts
• Boot Reimbursement
• Tuition Reimbursement
• Company-Supplied Uniforms
• Advanced Technical Training
• Estimated Compensation $25 - $35 per hour

ACCOMMODATIONS:

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

Hawthorne Cat® is an Equal Employment Opportunity/Affirmative Action Employer. M/F/V/D

Hawthorne Cat® Participates in E-Verify.