What are the responsibilities and job description for the FULL TIME - SERVICE WRITER position at City of Fort Wayne?
Hours: 1 day shift position 6:30 am to 3:00 pm, and 1 night shift position 2:30 pm to 11:00 pm
SUMMARY
Working under the direction of the Shop Supervisor, incumbent performs a variety of clerical and administrative support functions including, but not limited to, greeting customers, scheduling repairs appointments, and delivering information to the Technicians. The incumbent prepares work orders by determining performance problems and services requested; verifying warranty and service contract coverage; writing repair orders; and maintaining repair records. The incumbent is expected to exercise good judgment, independence, initiative, and professional expertise in conducting day-to-day operations. All work duties and activities must be performed in accordance with the City safety rules and operating regulations, policies and procedures as well as federal, state, and local regulations.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the ability to interact with the public, City incumbents, and outside agencies with patience, tact, respect, and professionalism and the following. Other duties may be assigned.
MARGINAL FUNCTIONS
PERFORMANCE EXPECTATIONS
The incumbent is responsible to manage their performance in accordance with this job description and the performance expectations provided to them by management. If at any time the incumbent is unsure of their role or specific responsibilities, it is the incumbent’s responsibility to refer to their job description and ask for clarification from their supervisor. Management will work with the incumbent, as needed, to ensure performance expectations are clearly communicated and performance goals are achieved.
SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibilities.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS
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 job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 50 pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes or airborne particles, and risk of electrical shock. The noise level in the work environment is usually moderate.
SUMMARY
Working under the direction of the Shop Supervisor, incumbent performs a variety of clerical and administrative support functions including, but not limited to, greeting customers, scheduling repairs appointments, and delivering information to the Technicians. The incumbent prepares work orders by determining performance problems and services requested; verifying warranty and service contract coverage; writing repair orders; and maintaining repair records. The incumbent is expected to exercise good judgment, independence, initiative, and professional expertise in conducting day-to-day operations. All work duties and activities must be performed in accordance with the City safety rules and operating regulations, policies and procedures as well as federal, state, and local regulations.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the ability to interact with the public, City incumbents, and outside agencies with patience, tact, respect, and professionalism and the following. Other duties may be assigned.
- Answers telephone calls, and schedules maintenance/repair appointments;
- Greets and directs visitors;
- Opens work requests immediately upon receipt and maintains work order status;
- Runs, reviews, and sends out reports as needed;
- Contacts outside vendors to arrange mechanical repairs;
- Arranges drop-off and pick-up of outside repairs;
- Receives road call information, communicates with appropriate Technician, Shop Supervisor, to dispatch outside service;
- Operates standard office equipment and maintains equipment in a clean and orderly condition;
- Performs filing of the work order records;
- Serves as liaison between Shop Supervisor and departmental employees;
- Reviews and closes work orders upon completion of quality inspection;
- Determines automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; checking vehicle maintenance records; examining service schedules;
- Performs quick fix as needed;
- Manages accident process;
- Works with Shop Supervisor on OSHA responsibilities;
- Works with Parts personnel regarding MSDS reporting;
- Prepares Oil samples to be sent out and maintains log;
- Maintains customer rapport by explaining expected return of vehicle; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing;
- Updates job knowledge by participating in educational opportunities; reading manufacturers' publications;
- In the absence of the Shop Supervisor will have the ability to call in staff to maintain proper staffing levels.
MARGINAL FUNCTIONS
- Assists other staff as needed or directed;
- Porters equipment as needed.
PERFORMANCE EXPECTATIONS
The incumbent is responsible to manage their performance in accordance with this job description and the performance expectations provided to them by management. If at any time the incumbent is unsure of their role or specific responsibilities, it is the incumbent’s responsibility to refer to their job description and ask for clarification from their supervisor. Management will work with the incumbent, as needed, to ensure performance expectations are clearly communicated and performance goals are achieved.
SUPERVISORY RESPONSIBILITIES
This position has no supervisory responsibilities.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
- Any combination of work experience or academic pursuit equivalent to a High School Diploma, and five (5) years experience in the automotive industry ;
- Communication skills conducive to maintaining optimum working relationships, dealing with the public and other departments;
- Basic knowledge of automotive mechanics.
LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS
- Valid Indiana driver’s license;
- CDL B permit with airbrake endorsement within 90 days of hire, valid CDL physical, and the ability to obtain an actual CDL B license with airbrake endorsement within one (1) year of hire. Upon receipt of Indiana Commercial Driver's License (CDL), Class B/ individual must be able to maintain CDL certification. Incumbent must be 21 years of age or older to hold a CDL with the City of Fort Wayne.
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 job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, and sit. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 50 pounds.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes or airborne particles, and risk of electrical shock. The noise level in the work environment is usually moderate.
