Shop Technical Service Assistant

Job Scope and Background:

To assist the Shop Foreman with the overall functions of the service department shop in a manner that meets the needs of all departments at the branch along with customers and the company.

Basic Functions, Duties, and Responsibilities:

Perform daily administrative and operational activities in the service department that may include the following, but not all may be listed:

• Review Technician reports daily for accuracy, appropriate detail, and completion.
• Prepare and send work orders daily to facilitate electronic entry of data.
• Daily communication with shop technicians on job progress.
• Prepare and send work orders for processing weekly payroll time reports.
• Open and close work orders as directed.
• Electronically update the Open Work Order Report daily.
• Prepare and make available a daily work order report for technician reference.
• Be able to issue and process expense purchase orders for service department if needed.
• Communicate progress on shop work including change of scope scenarios to Service Manager and customers for approval.
• Assist in handling incoming customer calls to service department, take messages and gather information from customers.
• Assist in giving information to customer about status of their equipment as needed.
• Assist technicians or Service Manager in gathering information as needed to scope a pending job. (This would include being fluent in utilizing manufacturer and in-house electronic information tools such as Komatsu extranet, Komtrax, Campaigns, etc.)
• Capable of entering data to create a repair estimate for jobs & PMs.
• Capable of obtaining technical information via computer and telephone from manufacturer provided sources.
• Assist in communication of back-ordered parts information between parts department and service department.
• Ensure all un-used parts are returned to Service Parts Coordinators for removal from job.
• Perform any or all other duties that are needed for the service department & branch as directed by the Service Manager.

• Job Requirements:

• High School Diploma or Equivalent, college coursework is a plus
• Must have 2 or more years’ experience in the Heavy Equipment Industry or comparable.
• Must have good written and oral communication skills.
• Proficient with a computer, including the use of Microsoft programs (Word, Excel, PowerPoint, Intellidealer, CDK etc.) and diagnostic use using manufacturer-provided programs.
• Must have a good working knowledge of equipment operations and mechanical functions.
• Capable of working with limited supervision/self-starter.
• Must be capable of dealing with the various personalities and skill set levels of technicians, other employees and customers. Good organizational skills.
• Must be a team player, comfortable in a group setting.
• Ability and initiative for continuous learning.
• Assist in problem solver if needed or directed.
• Capable of initiating follow-up.
• Maintain excellent customer relations.
• Periodic overnight travel will be required for internal or manufacturers’ training events.
• Must successfully pass background, drug screen, and physical.