Service Writer

Overview
The service writer is the main point of contact with all service related customers. This role is responsible for processing and managing all work orders for our customers from start to finish by insuring all service work is entered, scheduled and accurately completed in the five day time frame.

Job Outline
The Service Writer will fulfill the following duties:

• Answers phones as instructed per the service phone script, and acts as a liaison between service and customer.
• Gathers equipment information, organizes customer concerns and requested services by listening to customer's description of symptoms; clarifying description of problems; conducting a visual inspection if in the shop; checking equipment maintenance records; examining regular maintenance schedules.
• Verifies warranty and service contract coverage by examining the equipment file. 
• Opens customer work orders (WO) immediately, and captures a description of symptoms, and concerns, as well as repairs and services required; obtaining approvals by email or fax; entering WO into service database system. 
• Makes sure all applicable information is added (ex: job location, contact person, etc.) 
• Expresses customer’s sense of urgency for the repair or service call. 
• Assists service manager by developing estimates or quotes by getting parts quotes, labor time guide data; and calculating the customer's estimated payment, then provides this information to the service manager for review. 
• Contacts customer for upsell opportunities, or additional service or repair needs. 
• Establish and remain the main contact with all service customers while maintaining a friendly positive attitude.
• Clearly explains estimates and ETA based on current work flow or parts availability; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns. 
• Responsible for obtaining P.O. numbers, or credit card information and authorization for deposits prior to working on unit. 
• Works with the parts department to order known needed parts when the work order is opened (ex. seal kit for cylinder, if the unit came in for a reseal). 
• Adds segments with clear description if scope of work changes or if additional items are added after inspection. 
• Assists service manager with road tech and shop scheduling, works with shop foreman to assign mechanics to work orders. Communicates with service manager if changes are needed, based on priority. 
• Follows up on stalled work orders (anything over 4 days, to avoid 5 days since last labor) and get upper management involved to remove obstacles or pressure suppliers. 
• Follows up with all technicians to make sure the 3 C’s are completed, pictures attached, Techweb information noted, if applicable. 
• Reviews work orders to verify accuracy, and all fields completed. All notes to be the same, all caps, or lower case with correct punctuation. 
• Makes sure internal notes are not on customer’s invoice and moved to Memo’s tab. 
• Reviews Misc. supplies, shop supplies, truck charge, per diem, EPA and any appropriate charges have been added. 
• Calls customer to inform when the equipment is completed and ready for pick up. 
• Check tax codes by verifying actual location work performed. 
• Makes sure all work orders comply to warranty standards. (Ex. pictures, documentation, 3 c’s, etc.) 
• Reviews tech time on work orders. 
• Reviews DDC corrections needed report to provide needed information to process pending work orders. 
• Responsible to complete Locator report every Friday and the National account WIP report no later than Thursday.
• Performs rental coordinator responsibilities, included but not limited to, transfer and receiving paperwork, pictures, creating traffic, following and responding to chatter as needed. 
• Uses the direct sales information sheet provided weekly to reach out to customers to obtain additional work.* 
• Shop tool management (if designated to service writer) follow-up with items checked out to ensure they have been returned.*
• Other duties as assigned

Expectations to be successful in this role: 

• To achieve 5 days to close since last labor on signed off work orders.
• To open work orders within 2 hours of service call or machine being dropped off. 
• To call customers within 24 hours of completion. 
• To follow all company policies in regards to pre-billing work orders. 
• To report National account WIP information no later than every Thursday to Branch Development Managers. 
• To create traffic as needed in a timely manner.* 
• To complete Locator every Friday with 100% verified accuracy.* 
• To provide up to date National account information weekly. 
• To provide customer updates on WIP either daily or weekly depending on the scope of the work.

*If designated to the service writer, some branches may vary depending on staffing, store layout and other variables.

Supervisory Responsibility
This position has no supervisory responsibilities.

Travel
No travel is expected for this position.

Education and Experience
• A High School Diploma with experience in a service writer position or as a mechanic.

Required requisites
• Strong organizational skills
• Strong desire to learn new skill sets and knowledge
• Strong communications skills
• Strong computer and systems knowledge

Specific skill requisites
• Mechanical background is a plus

Position Type/Expected Hours of Work
This is a Full-Time position. This position is expected to be in the office Monday through Friday during standard working hours, which are 7am – 5pm. Occasional long hours are required as needed.

Work Environment
Office environment, service and repair shop, and stock room. Exposed to various work surfaces both inside and outside. The work is usually performed inside, but exposures to various environments occur frequently.

Physical Demands
This position will frequently sit for long periods of time, bend, stoop, crawl and occasionally move equipment. They occasionally lift, handle, and carry parts and equipment weighing up to 40 pounds unassisted. Rarely, they move moderately heavy items with assistance or with mechanical devices, including objects weighing up to or over 50 pounds.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.