Service Operations Specialist

Overview

It’s your time, make it matter.

At Peterson, we partner with our customers to build the future. For over 85 years, our peoples’ work has shaped the communities where we live, where we raise our families, and where we thrive. Peterson’s legacy permeates every aspect of our communities. From roads and bridges, back-up power at hospitals, fire-fighting, concerts and moving goods; we are everywhere you look. At Peterson, you don’t just have a career, you have a purpose.

Our family-oriented environment is built on safety, winning, growth, and professional achievement.
Hiring and developing exceptional people is critical to our continued success. We have high standards for a good reason: our people represent Peterson, our family, our brand, and our values.

You have high expectations too.
You are exceptionally motivated, have outstanding skills, and want your work to matter.Peterson offers competitive wages, generous benefits, and promotional opportunities at a family-owned and operated business.

It’s time to use your skills and passion to do work that matters!

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign the functions to this job at any time due to reasonable accommodation or other reasons. Job functions include the following. Other duties may be assigned.

• Assist Power CVA Specialist with leading administrative personnel on day-to-day activities related to CVA’s, Equipment Management Tool (EMT), and Pull Through work..
• Send contract renewal notifications to Product Support Sales Representatives (PSSRs) and Inside Sales Representatives (ISRs).
• Maintain and administer EMT for all of Peterson Power Systems.
• Push out service appointments to Service operations personnel.
• Ensure consistency of the CVA process for the Peterson Power Division.
• Assist with new CVA process development.
• Work with Sales department to ensure CVA contract data is correct, up-to-date, and information includes new contracts and renewals.
• Provide on-the-job training and technical support for CVA-related procedures and processes to Peterson Power administrative personnel, Service Supervisors/Managers, and Technicians.
• Oversee CVA financial and metrics reporting for the Peterson Power Division.
• Assist with managing CAT Inspect program for Peterson Power, including developing new processes, implementation, training, and standardization.
• Assist with managing CAT Interact program for Peterson Power, including training, usage reporting, and development of new processes and procedures.
• Push sales leads generated from Cat Inspect to PSSR/ISRs and provide reporting on sales pull through via Cat Inspect.
• Establish and recommend ways to improve work procedures and processes that support the company and departmental standards, procedures and strategic directives.
• Collaborate with dispatchers/schedulers to track and drive the completion of incomplete work orders (WIP).
• Utilize electronic service operations reporting tools to ensure all service metrics are maintained and updated.
• Provide support and assistance for all Peterson Power Service department administrative activities, as directed.
• Assist Power Service Operations Manager with clerical and administrative tasks as needed, including but not limited to report creation, process creation/documentation, process management, creation of training materials, and conducting training activities.
• Attend internal and external Product Support meetings, as required.
• Travel monthly to Peterson Power locations throughout California & Oregon to attend meetings, provide training, and audit for and ensure consistency between departments.
• Maintain punctual, regular, and predictable attendance.

• Work collaboratively in a team environment with a spirit of cooperation.
• Display excellent communication skills including presentation, persuasion, and negotiation skills required in working with customers/ coworkers, including the ability to communicate effectively and remain calm and courteous under pressure.
• Respectfully take direction from supervisor/manager.

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