Construction Technology Service Coordinator

Join the Carolina Cat Team

As a family-owned company under our third generation of leadership, we have built our business based on the principles of trust, integrity, and a desire to help our customers and employees succeed.

Since 1926, we’ve supported our communities by supplying equipment for critical infrastructure and commerce and by donating our time and resources to area nonprofits. We make smart investments in our company and continuously improve as part of our vision to be a trailblazing company that’s built to last.

We’re looking for hard-working, team-oriented professionals who enjoy working on new challenges every day. We believe our employees are the key to our success, and we’re committed to providing a work experience that helps our team grow to their full potential.

Collectively, our employees work together to make a difference for our customers, our communities, and our company. Learn more about what it means to become a team member with Carolina Cat.

Summary

The Telematics Service Coordinator is responsible for coordinating and supporting our customers, and Carolina Cats machine Connectivity. This is a fast-paced role that requires fluent communication with Customers to quickly and accurately install, repair, and maintain ProductLink devices for CVA, Rental, Used, New Carolina CAT fleets in addition to external customer fleets.

Essential Functions

• Creating a safe, positive work environment for employees.
• Coordinating connectivity field service operations, scheduling, dispatch, & customer service.
• Manage WIP daily to meet department goals and Customer needs.
• Maintain customer contacts and communication for connectivity service initiatives.
• Establish customer requirements to provide the best service possible.
• Manage Work order process for delivery of telematics solutions
• Communicate all requirements and options to the customer (including quotations, labor, and parts pricing for telematic products)
• Ensure customers invoice is clear and precise and is “as expected” in relation to Quoted pricing
• Communicate and schedule repairs for Construction Main Shop, CRS, and CVA departments

Technician Support Staff Contact Responsibilities

• Manage daily workflow.
• Enforce safety practices within the service department and Field Technicians
• Set clear job expectations and communicate quote requirements to technicians.
• Promote professional appearance of dept. Employees and service trucks.
• Monitor and manage work in process to meet or better department benchmarks.
• Manage daily processes to ensure procedures are followed correctly.
• Training – Assess technician abilities to determine future training needs for each technician.

Other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualifying individuals to perform the essential functions.

Education and/or Experience

• Minimum of a High School Diploma but a Two- or Four-year degree highly preferred
• Minimum of 3 years of heavy equipment and prior management/supervisor experience preferred.
• Previous experience in machine connectivity
• Must have excellent written and verbal communication skills; be able to interact with customers, employees, managers, and OEM Partners at all levels.
• Must be a self-directed, personable, service-oriented individual with technical aptitudes.
• Must be able to understand and manage financial statements to achieve performance goals.

Computer Skills

• Microsoft Office (Word, Excel, Outlook and PowerPoint)
• Highly preferred to be proficient with DBS systems
• Experienced user of the dealer’s business systems (SISWEB, Contract Tracking, Work Order, or Parts Ordering) with ability to learn new platforms such as CM Dashboard, EMT and Service Scheduler
• Competent in Telematics service and operation and GPS machine Control Technology Experienced user of the dealer’s business systems (SISWEB, Contract Tracking, Work Order, or Parts Ordering) with ability to learn new platforms such as Power BI Dashboard, DSP, and Service Scheduler

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write reports and correspondence.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and

geometry.

Reasoning Ability

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Workplace Requirements

The physical demands and work environment 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.

Physical Demands

While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to sit. The employee must frequently lift, carry, push, pull and /or otherwise move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

While performing the duties of this Job, depending on site location, the employee may be exposed to moving mechanical parts and equipment. The employee may occasionally be exposed to high, precarious places, fumes or airborne particles; outside weather conditions and vibration. The employee may occasionally be exposed to wet and/or humid conditions; toxic or caustic chemicals; extreme cold; extreme heat and risk of electrical shock. The noise level in some work environments is occasionally loud.

We are an Equal Opportunity Employer

We require all employees to treat all our employees and candidates as equals. All personnel actions are conducted in the spirit of equal employment. We’re committed to recruit, train, promote and retain associates without regard to race, color, religion, gender, gender identification and expression, national origin, marital status, age, disability, genetic information, military status, sexual orientation or any other characteristic protected by applicable local, state or federal laws.

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