Service Operations Specialist

* Assist Power CVA Specialist with leading administrative personnel on day-to-day activities related to CVA’s, Equipment Management Tool (EMT), and Pull Though 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.
* Must display self-starter characteristics and forward-thinking ability.
* Must display ability to identify areas for improvement, create and enhance processes, and drive efficiencies throughout a department.
** Safety –
** Actively demonstrates vigilance in protecting self, customers, co-workers, contractors, suppliers and community from risky actions or unsafe conditions. Promotes and follows Peterson’s safety policies and guidelines. Able to perform essential job duties with or without reasonable accommodation and without posing a direct threat to safety or health of employee or others.
** Peterson’s Communication Principles –
** Able to demonstrate the following communication skills and principles when working with customers, co-workers, and other stakeholders:

At Peterson, our vision is to be our customers’ first choice. We provide a family-oriented environment that promotes safety, personal growth, and professional achievement. We offer competitive wages, generous benefits, and room to grow within the company. If you want to work side-by-side with others who are passionate about customer service, consider joining the team!
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