Service Writer

Service Writer

As our Service Writer you are the face of the Service Shop to our customers. Your role is to facilitate quick and efficient customer service for our customers through clear communication and efficient processing of necessary paperwork. You also track the status of repair work to facilitate a return time to the customer as fast as possible. This is a mid-level role that basically is the face for the Service Shop, one that combines great people skills and efficient communication ability. You are supported by a Service Coordinator who handles most of the non-technical physical tasks.

Responsibilities

• Listen to initial customer requests for service and parts
• Complete initial repair orders and receive customer approvals to proceed with service work
• Order parts needed for repairs and stock on hand
• Collect service charges from customers to begin repair process
• Receive customer equipment and pass to Service Coordinator for staging
• Complete necessary paperwork to accompany equipment
• After receiving initial diagnostic, complete estimate for repair with needed parts
• Verify warranty eligibility for repair
• Obtain necessary estimate approval from customer to proceed with repair
• Assign repair orders to Service Technicians for triage and repairs
• After completion of service work, notify and arrange customer pickup or delivery
• Collect payments and close repair orders
• File necessary warranty claims
• Track status of all equipment in the shop and facilitate its progress
• Update customers on delays or changes in service and Parts Department
• Maintain cleanliness and presentation of Service Office
• Open and close cash register each day
• Maintain and present new equipment alternatives in Service Office to customers as appropriate
• Working with customers in selling/ordering parts

Required Qualifications

• Experience speaking with and directly serving customers
• Ability to have positive and friendly interactions with customers
• Ability to have clear communication with customers and colleagues
• Ability to efficiently complete required processes
• Ability to be organized and calm in a fast paced environment

Desired Qualifications

• Experience in a repair shop as well as parts for small engines
• Basic knowledge of engines and parts
• Basic knowledge of a Point of Sale system
• Basic knowledge of Microsoft Office

Physical Requirements

• Ability to lift and handle up to 50 lbs.