Service Writer

Job Description

Job Description

Summary:

The Service writer assists the Service Manager onsite with administrative duties and repair orders for agriculture and construction equipment. Responsible for customer service, paperwork flow within the service department, and communication between the service department and other departments [parts and warranty].

Essential Functions:

• Ensures all company values are adhered to and promoted. This would include leading by example and participation in employee recognition programs.
• Responsible for answering inbound customer calls and greeting walk-ins and taking care of their needs. Calls customers as needed to clarify work instructions, communicating status of repair, informing customers of additional work required and upselling customers as appropriate. Ensure customers are called prior to invoices mailed, and minimize any surprises or concerns on work performed.
• Organizes job scheduling for the most efficient performance of the department. Ensure all paperwork is completed in a timely and accurate manner, including warranty related documentation. Flat rates jobs, opens and completes work orders as required.
• Assists technicians with paperwork, computer usage, warranty descriptions and issues, local technical assistance, and vendor technical inquiries (Asist)
• Responsible for the efficiency and safety of trucking operations, including optimum scheduling, customer satisfaction with service, and fleet maintenance. Schedules pickup and delivery of equipment for repairs, sales, and trades. Responsible for prioritizing work through the Wash Bay and billing those eligible jobs.
• Helps ensure high level of customer satisfaction as measured by customer surveys, feedback from calling customers on billings, customer events and interactions, and random customer contact. Take effective action in a non-confrontational manner, to resolve any customer questions or issues that occur.
• Helps Service Manager in ensuring location is staffed appropriately for all weekday, weekend, and afterhours support. Assists Store Manager as needed in overall facility maintenance and upkeep.
• Helps Service Manager in keeping shop and office areas clean and orderly. Assist in the repair and purchase of tools, shop items. Ensure a safe environment for all employees, helping to ensure employees follow safety practices in the department, and appropriate safety training is periodically conducted. May assist with ensuring all shop vehicles are clean and maintained per guidelines.
• Stay current with education of new products, vendor / warranty requirements and processes.
• Ensures good communication with all location personnel, particularly technicians, service writers, salespeople, parts personnel. Ensure good feedback to parts personnel on stocking levels, and sales personnel on equipment status and priorities.
• Assist Service Manager in ensuring compliance with all policies / procedures.

Competencies:.

• Solid diagnostic and problem solving skills required
• Strong communication and interpersonal skills with customers and employees required.
• Expertise with computer systems, including MS office and internet-based applications
• Ability to work onsite with extended hours during the week and on weekends
• Ability to travel to company meetings and training events as needed Acceptable Motor Vehicle status, with current driver’s license, and ability to operate motor vehicle

Education & Experiences:

• Minimum 3 years’ experience in a service department, preferably as a technician in an agricultural dealership.
• Appropriate vocational education required; degree and certifications preferred.

Compensation & Benefits:

• Competitive hourly salary
• Medical/Dental/ Vision Coverage
• Health Savings Plan
• Life and Disability Insurances
• AFLAC
• Flexible Spending Account
• 401K Match and Profit Sharing
• 96 hours of accrued PTO
• 32 hours of Holiday PTO
• Six (6) Paid Holidays
• Bereavement Pay
• Wellness Plan
• Company Uniforms