Join our group of passionate team players, committed to providing the best level of service for our clients in a rewarding environment.
WHO WE ARE:
Founded in 1950, Empire Cat is a world-renowned Caterpillar dealer and a top private company in Arizona. We are a third-generation family-owned company with over 3,700 employees across 30+ locations throughout Arizona, Nevada and portions of Eastern California. We are a diverse group of people, but we all share an inspiring vision to BE THE BEST. That vision is achieved by our individual commitments to work hard and live our core values every day.
WHAT WE OFFER:
Competitive Pay
Vacation & Sick Leave
Medical/Dental/Vision
401(k)
Tool Discounts/Tool Insurance
Technical Training & Professional Development Classes
And More
JOB DETAILS:
Shift
1 st /Day Shift
Location
In Office
Schedule
Schedule to be provided by leader.
Salary Range
$23.58 - $31.92 Per Hour
JOB SUMMARY:
Manage Empire's warranty work orders to include analysis, corrections, invoicing, and claim of work orders. Maintain understanding of warranty guidelines and claims process to teach others, as necessary. Work with Caterpillar representatives, other vendors' representatives, and warranty personnel to gain the optimum recovery on all warranty claims. Research warranty issues while working with shop technicians, lead personnel, and clients. Coordinate PIP/PSP support programs, organize and prioritize service letters with all service departments. Keep all machine and client information updated in appropriate systems. Constantly review and update Empire's Machine Population file. Maintain and send notifications and status reports to all Empire service departments of specific campaigns or service letters required to achieve dealer excellence goals. Assist service departments as necessary to verify correct scoring in Caterpillar systems. Process and assist others with all paperwork related to PIP/PIP's. Keep up to date on changes in manufacturer warranty claiming guidelines. Ensure timely work order management to expedite labor revenue to service shop areas.
ESSENTIAL FUNCTIONS :
Analyze work orders billed to any warranty accounts.
Process warranty claims to CAT and other vendors.
Research warranty background on machines and components to ensure accurate claims.
Manage claim settlements, resubmit, or dispute as needed.
Train billing personnel on warranty guidelines.
Communicate with billing, leads and shop personnel as needed with questions and work order corrections.
Manage incoming work orders to maintain constant stream of work order revenue.
Backs-out work orders as requested.
Update tracking system with outstanding work order issues.
Work with manufacturers to resolve warranty issues.
Coordinate service letter/revisit work with service departments. Relay current information and updates.
Point of contact for PIP/PSP, issues and questions, work with operations and management to resolve issues.
Work closely with managers to prepare required technical reports.
Maintain consistent client contact soliciting current machine information, keep Empire's machine population inventory current.
Work to help resolve and improve service letter procedures and completion rates.
Assist service letter priority recommendations to service departments.
Work safely at all times. Adhere to all applicable safety policies. Comply with all company policies, procedures, and standards.
ADDITIONAL RESPONSIBILITIES:
Enroll new/used machines with manufacturers, insurance companies and Empire systems.
Coordinate goodwill claims to manufacturers.
Research special case scenarios as needed.
Support service billing and lead personnel.
Conduct training as needed. Update materials as new information is found.
Work within and promote corporate values.
KNOWLEDGE SKILLS AND ABILITIES :
Must be able to utilize computer-based service and work order management systems for both Empire and manufacturers.
Proficient understanding of service letters, SIMS entries, service reports and their connection with each other in manufacturer systems.
Ability to develop a strong proficiency in manufacturer & Empire software applications; Product Improvement System (PIS), SIMSi, SISWEB, Infocast, DBS, Word, Excel, Queries, PowerPoint.
Mathematical skills sufficient to calculate percentages, compute costs, estimate projections and expenses.
Sufficient knowledge of machine components and systems.
Knowledge of mechanical repair procedures and techniques.
Mechanical aptitude and the ability to read and interpret technical material.
Strong telephone and verbal skills sufficient to communicate warranty guidelines and processes to others (internal/external).
Must have interpersonal, management, organization, and planning skills sufficient to assist clients, direct people and maintain acceptable levels of productivity, track requests and provide instructions simultaneously.
Must have grammar skills sufficient to transform numerous notes entry into a logical warranty claim story and ability to interpret.
Ability to develop and maintain knowledge of Empire product line.
Must be able to meet all safety requirements for applicable safety policies and use of all required safety equipment.
Must have acceptable attendance to meet all company standards and requirements.
EDUCATION AND EXPERIENCE:
Proof of high school diploma or General Education Degree (GED).
Experience with Empire represented equipment preferred.
Minimum 3 years in the service industry.
Accounting or claims, billing experience preferred.
Experience at a CAT dealer or other manufacturer preferred.
Must be able to communicate (speak, read, comprehend, write) in English.
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.
While performing the duties of this job, the employee is regularly required to sit, use hands and talk or hear.
The employee frequently is required to stand; walk; reach with hands and arms; climb or balance; and stoop and kneel.
The employee is occasionally required to lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision.
This position is designated as a "Safety-Sensitive Position". A Safety-Sensitive Position includes tasks or duties that EMPIRE in good faith believes could affect the safety or health of the employee performing the task or others.
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.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; and outside weather conditions.
The employee is occasionally exposed to wet and/or humid conditions, extreme cold, and extreme heat.
The noise level in the work environment is usually office moderate.
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The roles and objectives of this job do not include setting corporate policy and does not constitute a managing agent of the company.
Empire is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 480-633-5440 and let us know the nature of your request and your contact information.
Empire Southwest is an EEO/Affirmative Action Employer
