The Service Writer manages the customer lifecycle experience for service and warranty. They should be
a capable leader, with a strong technical background and ability to coordinate, organize, and act as the
primary liaison between customers and service team members. The Service Writer is an integral part of
the operations team.

BENEFITS:

• PTO and holiday pay
• Medical and life insurance plans
• 401(K)

POSITION RESPONSIBILITIES:

• Manage service work orders using the Intellidealer and telematics systems, assigning unique
  segments and corresponding job codes for each repair, and adjusting throughout the repair cycle as
  necessary.
• Primary accountability to act as the liaison between customers and service team members to ensure
  an optimal customer experience.
• Advise customers (external or internal) of necessary repair service including preparation and
  authorization of quotes; make recommendations to customer for preventative maintenance and
  upsell opportunities. Follow up as needed with updates or changes to repairs and quotes.
• Collaborate with the Parts, Service and Sales Departments to achieve target implementation goals
  and meet deadlines.
• Ensure that COD customers are managed according to company policy, including A/R issues that
  require technical context to resolve customer disputes.
• Notify customer of present or potential issues and leverage technology to enhance the customer
  experience and upsell services.
•  Oversee the daily import/export of data between VHL, Intellidealer, and Vermeer.
• Collaborate with Parts Department to manage service parts inventory needs.
• Collaborate with Service team and Warranty Administrator to manage the warranty claim process,
  including initiating work order segments for warranty claims in the Intellidealer system.
• Collaborate with the Training Coordinator and Service Manager to recommend individual training
  plans that help achieve Vermeer Heartland training objectives.

QUALITY ASSURANCE:

• Coordinate with the Service team to ensure technician diagnosis resolves customer complaints and
  communicate solutions with the customer.
• Primary accountability to oversee and ensure the quality of work performed and CSX related to service work and maintain the highest standards.

• Ensure the safety of service technicians and maintain a safe working environment.
• Review all completed work orders for accuracy, ensuring labor, parts, and misc. items, mileage and
  sublet repairs are included.
• Collaborate with Parts and Service Management to file Quality Notification Forms (QNF) or Return
  Material Authorizations (RMA) with Vermeer and other vendors as necessary.

POSITION SKILLS/ ABILITIES: 

• High-level of computer proficiency with demonstrated familiarization Intellidealer or equivalent
  business operating system.
• Ability to multi-task and work efficiently in a fast-paced, high-demand role on a consistent basis.
• Excellent customer service skills with ability to turn negative situations into positive experiences
  and opportunities.
• Excellent interpersonal and communication skills for both internal co-workers and external
  customers and suppliers.
• Available on short notice to work overtime as customer demand or Vermeer Heartland
  operations dictate.

POSITION REQUIREMENTS: 

•  2 years of formal technical school training in hydraulics, electrical, gas/diesel engines and
  structural systems, or equivalent experience.
• 2 years of formal education in Business Administration or related field or equivalent experience
• 1-3 years of experience as a service supervisor/manager experience, or equivalent in a
  dealership environment.
• 1-3 years of experience with Vermeer industrial equipment or equivalent commercial,
  agricultural or material handling equipment.
• Valid driver’s license and able to meet Heartland insurance providers qualifications.
•  Ability to sit, stand, twist, lift and lower repeatedly and for extended periods in both internal
  and external environments.

Learn more about our team and apply today at vermeerhl.com