Summary

The Service Writer is responsible for ensuring that all service department documentation is accurate and complete. In addition, the service writer coordinates the customer repair process from start to finish in the service department with guidance from the Service Manager. This position is seasonal (3 months), with the possibility of leading to full-time employment.

Essential Duties and Responsibilities

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Supports and models the Service Motor Company Mission, Vision, and Values.
• Assists the service manager with all service department operations.
• Coordinates customer repair process from start to finish including customer order intake, opening work order in CDK with quote including time and cost estimates, validating unit information, receiving Service Manager approval on quote, communicating with customer to receive approval of quote, work with parts department to order appropriate parts for repair as prepared by service technician and ensures handoff of scheduling to the service manager.
• Contacts customers to provide updates on orders on a regular basis.
• Manages parts ordering process for customer, internal, and warranty work orders.
• Reviews and explains completed work to customers, consulting with service manager as needed.
• Updates customer profiles and equipment information in CDK.
• Reviews and revises work orders for warranty submissions to optimize warranty reimbursement.

• Completes warranty administration process.
• Organizes and coordinates service bulletins, product improvement programs (P.I.P.’s) and completes warranty administration process.
• Communicates transportation needs to the trucking department and collaborates on transportation schedules for the service department by updating traffic in CDK and communicating with insides sales department.
• Calls customers to promote service department specials and promotions to solicit work.
• Completes monthly vehicle mileage and fuel logs.
• Maintains and cleans work areas.
• Completes daily walk arounds with the Service Manager to discuss technician’s status.
• Other duties as assigned.

Required Education and/or Experience

Up to 1 year of related experience. Preferred Education and/or Experience: Associate’s Degree or 2-year Technical Degree in related field. 1-3 years of related experience.

Core Competencies

All Service Motor Company employees are expected to have a friendly, positive attitude, a sense of urgency, and the ability to multi-task and solve problems. The following core competencies and qualifications are required for this position.

• Supports and models the Service Motor Company stated Mission, Vision, and Values and the Behaviors for Success.
• Customer focus: A commitment to understanding and meeting the needs of customers (internal & external), delivering high-quality service and/or products, and maintaining positive relationships.
• Technical skills: Proficiency in specific tools, technologies, or software relevant to the role, with ability to troubleshoot mechanical issues and collaborate with others.
• Communication: Effective communication skills, both verbal and written, are crucial for conveying ideas, collaborating with colleagues, and interacting with clients or customers.
• Teamwork: The capacity to work collaboratively with others, contribute to group efforts, and foster a positive team environment.
• Time management: Effective organizational skills and the ability to prioritize tasks, manage deadlines, and efficiently allocate resources.
• Culture: Culture is an important piece to being a Service Motor Company team member, a proper fit and feel is crucial to the success of the company and employees. Because culture shapes the external perception of an organization, and a strong organizational culture sets a company apart from its competitors.
• Learning skills:? Effective learning skills and demonstrates propensity to adapt to changing circumstances and environment.? Keep skills current and have the curiosity to develop new skills?

Work Environment

This position works in a shop environment with regular variations in light, sound, and temperature levels. There is routinely exposure to dust, other airborne particles, fumes, moving mechanical parts, and vibration. This position routinely uses standard shop equipment such as hand tools, diagnostic equipment, and specialty tools, and routinely operates heavy equipment. This position also occasionally uses standard office equipment such as computers, phones, copiers, and file cabinets.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

This position requires an employee to frequently stand, walk, use hands and fingers to feel, handle or operate objects, tools, or controls, reach with hands and arms, and lift up to 50 pounds. This position requires an employee to occasionally sit, kneel, crawl, lay, climb, balance, bend, twist, and lift over 50 pounds.

Other Duties

The above statement reflects the general details necessary to describe the principle functions of the position described and shall not be construed as a detailed description of all work requirements that may be inherent in the position. Duties, responsibilities, and activities may change at any time with or without notice.