Service Clerk, Power

Altorfer Industries, Inc.'s Power Systems division specializes in the sale and service of Caterpillar engine products and accessories, including industrial and marine engines, engine-generator sets, electrical switchgear, and controls.

This position is dedicated to providing exceptional customer service and administrative support to the Power Systems Service team, ensuring seamless operations and a high level of customer satisfaction. The role demands adaptability to change, the ability to manage multiple tasks simultaneously, and a thorough understanding of Corporate Safety & Compliance Policies. Strong communication skills and proficiency in Windows-based applications are critical for success.

Key Responsibilities:

Customer Interaction:
• Handle incoming customer calls, addressing inquiries and assisting with Power Field Service needs.
• Open work orders by collecting required information during initial customer calls and keep customers informed of job progress through completion.
• Resolve service and repair requests by identifying performance issues and verifying warranty/service contract coverage.
• Work Order Management:
• Open and process quoted repair work orders, including ordering Caterpillar parts. Notify the parts department of any non-Caterpillar parts that need to be ordered.
• Review field service work orders for accuracy and resolve invoice disputes within the assigned territory or personnel.
• Maintain and update work order records, ensuring all costs, sell information, and customer/equipment data are accurate in the DBS system.
• Administrative Support:
• Provide clerical and administrative assistance to the Service Manager, Service Admin Manager, and Supervisors.
• Assist with billing, invoicing, and dispatching technicians as needed.
• Support the Purchasing Assistant and handle tasks such as issuing purchase orders and coding invoices to appropriate accounts.
• Maintain up-to-date service records, equipment details, and customer information in the department's operating system.
• Operational Duties:
• Assign jobs to Supervisors for technician dispatch.
• Monitor and respond promptly to the department inbox.
• Assist with the overall work order process, including opening, closing, and researching information.
• Problem-Solving:
• Apply critical thinking to address and resolve service issues professionally.
• Other Responsibilities:
• Keep the DBS equipment population file current with accurate customer and equipment information.
• Undertake additional duties as assigned to support the team's objectives.

• Education:

  • High school diploma or equivalent required.
  • College degree or certificate in business or a related field preferred.

• Experience:

  • Minimum of 5 years in a secretarial, accounting/bookkeeping/payroll, or other clerical role required.
  • An engine/mechanical background is beneficial.

• Skills:

  • Excellent verbal and written communication skills.
  • Superior customer service skills.
  • Proficiency in time management and organizational abilities.
  • Strong aptitude for general business math.
  • Computer proficiency in Microsoft Teams, Word, Excel, and Outlook is required.
  • 10-key experience and ability to type 40-50 WPM required.
  • Problem-solving skills to address service issues professionally.
  • Leadership qualities and the ability to adapt to changing priorities.
  • Team-oriented mindset.

• Additional Qualifications:

  • Military candidates are encouraged to apply.
  • Willingness to work overtime as needed.
  • Must have a valid driver's license (a Motor Vehicle Report will be performed on the final candidate).

This position works in an office environment. May, on a continuous basis, sit at desk for a long period of time; intermittently answer telephone and write or use a keyboard to communicate through written means. Some walking and lifting up to 20 lbs. may be required. The physical demands described above 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.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Why Work for Altorfer?

At Altorfer, our iron is just the beginning. Our people make our company successful, and we would not be who we are without them. As a third generation, family-owned company created in 1957, we bring our values into how we do business. Everyone from technicians, sales representatives, administrative professionals, or somewhere in between is part of the "A-Team" and is crucial to our success. Here at Altorfer, we have over 35 locations and 1300 employees with long tenure for you to learn from. We have a collaborative, family valued culture, with a great reputation in the industry. A company that offers competitive pay, excellent benefits, and a remarkable team of people to work with.