Service Writer

JOB PURPOSE:

This position is responsible for supporting a team of field technicians in several key areas, including planned maintenance scheduling and performance, customer communication regarding repairs, monitoring work in progress, dispatching technicians for field repair requests, and generating repair quotes.

ESSENTIAL DUTIES and RESPONSIBILITIES:

• Answer and schedule field service calls, ensuring efficient communication and tracking of field technicians' daily tasks.
• Create work orders and provide necessary details to ensure proper closure and invoice in accordance with company policies.
• Pre-schedule Planned Maintenance calls to minimize downtime within the department and respond to second-segment sales opportunities generated by service work.
• Research customer truck histories to offer maintenance recommendations and alerts, fostering high customer satisfaction and generating aftermarket sales opportunities.
• Generate timely repair estimates and Planned Maintenance quotes, following through to ensure a high job closure rate.
• Maintain continuous communication with customers, provide repair estimates, change recommendations, scheduling, and completion dates for field services, securing customer approval as needed.
• Coordinate with external vendors for any requirements related to approved jobs.
• Manage Work In Process (WIP) to meet specific work order closure rates and department profit goals.
• Verify customer account details or gather credit and/or credit card information when necessary.
• Process warranty claims.
• Collaborate internally with service personnel to ensure smooth workflow, address problems, and dispute claims with manufacturers when needed.
• Provide outstanding customer service to both internal and external clients.
• Adhere to all company policies and procedures.
• Maintains regular and punctual attendance in accordance with company policies.
• All other duties as assigned.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

MINIMUM QUALIFICATIONS:

• Proficiency in Microsoft Office suite.
• Strong internet and computer skills are essential.
• Highly motivated with exceptional organizational abilities; detail and goal-oriented.
• Effective communication skills necessary to achieve objectives.
• High School Diploma or G.E.D equivalent.

PREFERRED QUALIFICATIONS:

• Valid driver's license.
• 2 years of experience in a similar role.
• 1-2 years of experience in the material handling/industrial industry.
• Associate's degree or higher in Business Administration or a related field.

WORKING ENVIRONMENT & PHYSICAL REQUIREMENTS:

Work Environment:

• Fast-paced, sometimes high-intensity office setting.
• Most work is performed at a desk, involving extended periods of sitting.
• Requires normal manual dexterity to effectively use keyboards and phones.
• Navigating multiple screens and programs on a computer.

Physical Demands:

• Visual acuity is required for reading and navigating computer screens.
• Potential exposure to moving mechanical parts, dust, fumes, chemicals, or solvents, requiring knowledge of safety procedures.
• Occasional exertion of up to 25 pounds of force, and frequent exertion of up to 10 pounds of force.
• Common physical activities include stooping, kneeling, crouching, reaching, standing, walking, grasping, talking, hearing, and sitting.