Reports To: Service Manager
Summary
This position will be referred to as Service Writer and will encompass some duties related to Warranty Administration. The Service Writer will deal with customers, both by telephone and in person. The Service Writer will assist the Service Manager and Technicians by opening work orders when required, and will enter work descriptions on the orders as well as maintain and update SRT times. The Service Writer is responsible for gathering and interpreting information on equipment condition from the Service Technicians in order to advise the customer on recommended or urgently required service. He or she will communicate this information in a professional manner, explaining the benefits of service and the potential outcomes of postponing repairs. The Service Writer will perform all tasks related to warranty, including verification of coverage, completing and filing some claims documentation, closing of repair orders, review of credit notes and warranty statements for accurate posting by the accounting department, maintenance of records for audit purposes. The Service Writer will perform some supervisory duties, including maintaining time postings for all technicians. This position also includes some bookkeeping and record keeping duties, related to shop maintenance, Occupational Health and Safety and technician training records and OEM program compliance.
Core Competencies
· Service Orientation
· Accountability
· Communication
· Planning and Organizing
Job Duties
· Interact with customers, by telephone and in person, as required
· Open maintenance orders as required
· Enter work descriptions & SRTs on work orders
· Assign work to repair technicians as needed
· Courteously handle customer complaints and misunderstandings
· Communicate with service customers to determine the nature of the mechanical problems
· Reach agreement with customers before repairs; explain cost estimate and approximate time when work will be completed
· Assist in cost estimating
· Keep a daily log of repair orders and their status
· Communicate the need for additional work when needed; explain the details to the customer, including the additional cost and time, and document properly on work order
· Follow up progress of each repair order during the day, contact customers by telephone regarding changes in the estimate or time promised
· Update an accurately maintain Shop Maintenance, Technicians Rework and Training Records
· Handle telephone inquiries regarding work in process and appointments and return phone messages promptly
· Interpret warranty information and policies for customers
· Handle all aspects of the warranty claim process
· Assist the Service Manager & Shop Foreman as necessary
· Follow company safety procedures and help ensure that others follow them as well
· Adhere to all company policies, procedures and safety standards
· Other duties as assigned
Requirements
· High school diploma or equivalent required
· Knowledge of the trucking industry and related equipment
· 5 years' work experience in a related field
· Strong customer service and troubleshooting skills
· Ability to work well under pressure
· Strong attention to detail
· Able to deal with people tactfully and professionally at all times
· Proven data entry, data editing and typing skills
· Ability to analyze and interpret the needs of clients and offer appropriate options, solutions, and resolutions required
· Able to respond quickly in a dynamic and changing environment
· Able to effectively communicate both verbally and in writing
· Strong work ethic and positive team attitude
· Must have valid driver's license
· Ability to read and understand instructions and information
Work Conditions
· Ability to work a flexible schedule
· Ability to life up to 50 lbs
· Prolonged periods of standing, stooping and bending
· Occasional travel may be required
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