Coordinator - Rental Services Service

About the role

Position duties include but are not limited to: assisting with processing warranty and customer damage claims for the Rental Services Division.

Responsibilities

• Register extended coverage with manufacturer on all product lines, tracking premium expenses and discounts.
• Enter warranty type code for new machines in associated computer system.
• Follow up and capture Rental Division sales and enter the information into the CAT database.
• File warranty claims for policy/goodwill, sales, parts, and service departments.
• Assist in coordinating service calls for Reith Riley and Norfolk Southern.
• Research and validate warranty information for each machine in manufacturers' warranty system.
• Validate work order through electronic database, making sure all pertinent information is correct.
• Update and monitor Scheduled Maintenance Form to ensure the proper services are being performed on the correct machine model.
• Invoice/claim work orders in the manufacturers’ warranty system, generating invoice for manufacturer, and charging remaining amounts to the dealer warranty account.
• Document customer damage with details and photos.
• Update information in L Share.
• Track the parts for warranty returns and ensure we are being paid for them.
• Monitors PSP and PIP and ensures completion before expiration date.
• Coordinates the customer damage process by informing the appropriate individuals keeping them updated throughout the process.
• Responsible for developing a quote for the damage including parts and labor costs.
• Organizes and updates safety and operators manuals housed at the West Washington Street location.
• Complete any and all special assignments or projects from manager on a timely basis.

The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by business demands.

Qualifications

• Knowledge, skills, and abilities typically acquired through a high school education.
• 3 years’ experience with equipment preferably with a rental company or Caterpillar and/or in a position dealing with warranty and/or customer damage situations.
• Strong decision-making skills and good creative thinking and goal-setting skills.
• Great problem-solving skills with the ability to interpret and apply policies, procedures and guidelines.
• Strong understanding of warranty administration.
• The ability to inspect machines and components that may include: exposure to the outside elements, heavy lifting (70+ pounds), physically climbing on machines, and the ability to navigate and maneuver in the various locations where machines are found.
• Great computer skills, including experience using Microsoft Office.
• Moderate experience using database systems.
• Demonstrates good oral communication skills, responding promptly, thoroughly, and professionally to requests.
• Demonstrates good written communication skills; accurately and professionally completing documents required for the job, serving both internal and external needs.
• Dedicated self-starter with the ability to work independently without the need for daily direct supervision.
• The ability to work overtime and weekends.
• The ability to uphold professionalism with both internal and external customers, including personal appearance and friendly, courteous treatment of peers, subordinates, and customers.