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Requisition Number 17-0333
Post Date 11/30/2017
Title Component Rebuild Center (CRC) Customer Advisor
City Reno
State NV
Description
  • Serve as a primary point of contact for customers, PSSRs, Service Operations and other Cashman employees regarding status of repairs in the CRC.
  • Create and update accurate service repair quotes in Parts and Service Quoter (PSQ), meeting accurancy, turnaround and closure rate goals.
  • Own the job status communication to all parties, from quote request to job completion.
Requirements

ESSENTIAL FUNCTIONS

  • Serve as a primary point of contact for customers, PSSRs, Service Operations and other Cashman employees regarding status of repairs in the CRC.
  • Create and update accurate service repair quotes in Parts and Service Quoter (PSQ), meeting accurancy, turnaround and closure rate goals.
  • Own the job status communication to all parties, from quote request to job completion.
  • Manage incoming quote requests and work with the service group to get the quote reviewed, modified, and approved in a timely manner.
  • Edit and modify scope of repair (if warranted) to quotes in Parts and Service Quoter (PSQ).
  • Notify PSSR when quote is ready to present back to the customer.
  • Monitor shipping/receiving information and match MRA/CRA to components in shop.
  • Ensure that customer approval is received on all repairs and changes in scope.
  • Work closely with Service Supervisor to ensure accuracy and efficiency of Work in Progress.
  • Develop and manage quote repair process and document and update SOP(s), as required.

     

ADDITIONAL RESPONSIBILITIES: 

  • Establish and maintain excellent working relationships with key contacts in Service, Product Support and Service Operations departments.
  • Track and measure quoting activities to determine areas of opportunity or improvement.
  • Conduct internal customer satisfaction surveys, at least annually, to insure best CX.
  • Develop Quote Bank to track quotes provided customers and closure rate. Use Quote Bank to determine which jobs should be converted to Standard Jobs. Work closely with the Standard Jobs Coordinators to insure data is accurate and up to date.
  • Work varying shifts and overtime as business needs arise.
  • Adhere to company policies, procedures and regulations.
  • Enable Cashman to achieve its objective of Safely Home. Everyone. Every Day.™ by promoting a positive safety culture and adhering to all company safety policies, procedures and practices.
  • Report any unsafe acts or conditions.
  • Deliver Cashman’s “Best Customer Experience” for all internal and external customers on a consistent basis.
  • Other duties and special projects as assigned.

 

KNOWLEDGE, SKILLS AND ABILITIES:

  • Product knowledge of CAT parts, components, equipment, and services offered through experience, technical training, or self-study courses of systems, parts, components, and equipment line.
  • Proficient computer technology skills, including ability to utilize company authorized software.
  • Excellent phone and customer service skills.
  • Achieve company goals of customer satisfaction, market dominance, and profitability through leadership qualities demonstrated, and timely employee feedback.
  • Achieve high quality service standards and consistent cost controls.
  • Accurate and timely accounting of all service transactions.
  • Effectively participates as part of a team, leading, and assisting where appropriate and requesting assistance when needed.
  • Communicate actively and effectively; seek and provide feedback.
  • Ability to read and understand materials commonly used in the product service and maintenance function (service and parts manuals, technical bulletins and other articles).

 

EDUCATION AND EXPERIENCE:

  • High School diploma, G.E.D. or trade school equivalent.
  • Minimum of five (5) years’ experience as a Technician in Service or a related field with progressive responsibilities.
  • Strong verbal and written communication skills.

     

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.

  • Professional appearance and demeanor consistent with position and responsibilities.
  • Self-motivated and detail oriented; able to work with minimum supervision.
  • Stand/walk 1-4 hours in a day. Sit 5-6 hours in a day.
  • Occasionally/frequently lift 50 lbs.
  • Must be able to occasionally bend, squat, and climb; including ability to ascend and descend ladders.
  • Must use hands for repetitive and simple grasping, pushing, pulling, and fine manipulation.

 

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.

  • Office/inside environment.
  • Occasional exposure to shop/warehouse/outside environment.
  • Field environment with exposure to adverse weather conditions including heat, cold, wind, rain, dust, and dirt.
  • Valid Nevada Driver’s License with an acceptable driving record.
  • Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
  • The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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