Work Order Analyst - Customer Service

Position Summary

This individual acts as a liaison between customer, management, and technicians.  Position is responsible for the final review and closing of work orders and all documentation associated with doing so, reviewing work orders for technical accuracy, completeness and following up with Technicians and other internal departments to resolve any open items.  Additionally, this position communicates with customers obtaining purchase orders and any other critical customer information.

Primary Responsibilities

Assists with opening and tracking work orders for aging, following up with Supervisors and Technicians to follow work order to completion, assuring timely invoicing and management of work in process

• Serves as the Service department’s main point of contact for closing work orders; communicating with Technicians and other departments to close any open items on work orders, document mileage charges, technical review of repairs made, validate warranty coverage and perform final review of invoice prior to sending to customer
• Estimates customer costs
• Contacts customer for purchase orders
• Ensures a manageable variance, including flat rate, discount and warranty
• Communicates with the Parts department to control parts returns
• Develops customer relationships and maintains both internal and external customer satisfaction
• Maintains the reputation of the department and division in terms of professionalism, courtesy, appearance and customer service
• Other duties as assigned

Supervisory Responsibilities

• No formal supervisory responsibilities

Position Requirements

Required:

• High School Diploma or equivalent
  • 3 years customer service experience
  • 2 years’ experience in an engine or heavy equipment service facility

Preferred:

• 2 years’ experience with Caterpillar machinery

Knowledge, Skills, And Abilities

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Strong mechanical aptitude
• Excellent communication skills, including verbal, written, listening and non-verbal skills
• Excellent problem-solving skills and the ability to interpret and apply warranties, policies, procedures, guidelines and laws
• Excellent customer service and strong prospecting skills with the ability to meet and/or exceed customer expectations
• Strong analytical skills
• Strong ability to work professionally with internal and external customers, vendors, and peers

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