Sr. Service Writer

Fleet Services by Cox Automotive keeps your fleet moving.

Headquartered in Indianapolis, Fleet Services by Cox Automotive (FSCA) has grown to become one of the largest fleet maintenance companies in the country. FSCA is the leading provider of on-site mobile maintenance and repair services nationwide, offering mobile on-site fleet service for light medium, and heavy-duty trucks and trailers. FSCA also services customers utilizing its 20 nationwide service centers; each offering accident repair, painting, refurbishment, and heavy mechanical repair. We are supported by a 24/7 in-house call-center and provide scheduled maintenance services and unscheduled services to fleets anywhere, anytime.

The Sr. Service Writer and estimator provides accurate vehicle repair estimates for mobile on-site fleet service for light medium, and heavy-duty trucks and trailers. Prepares all relevant estimate paperwork, works with procurement / purchasing to obtain parts and pricing information and works with maintenance teams to ensure work is performed as required. Monitors work processes and outcomes for quality and adherence to estimated timelines and costs.

Essential Responsibilities:

• Performs a higher level of estimation duties based on compiled information from Mobile Technicians and Customers
• Evaluates the necessity and cost of repairs.
• Monitors repair status, completion timelines, and customer communications related to approved estimates.
• Addresses customer issues escalated from team members, customers, or other stakeholders.
• Keeps records of repair details and completes necessary paperwork.
• Follow up on outstanding quotes and prioritize workflow to ensure effectiveness.
• Develops positive working relationships with Estimation team members, internal stakeholders and customers.
• Provides excellent customer service for all internal and external customers and remains available to answer questions and deal with concerns.
• Serve as a trustworthy advocate for the customer by providing sound guidance and advice regarding any customer technical inquiries or general questions related to products and services provided by the company.
• Review, revise existing and generate additional repair estimates at customers request and specifications.
• Follows job related duties as directed by manager.
• Collect miscellaneous information and parts pricing from various manufacturers and vendors.
• Continuously develop and improve company capabilities in the area of Dispatching and Service Scheduling
• Assists with other duties and special projects as assigned.
  
  
  

Qualifications

• Bilingual (Spanish)
• High School Diploma/GED and 5 years’ experience. The right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 3 years’ experience.
• 3 years experience in service advisement, maintenance coordination, technician dispatching, or Diesel technology or similar capacity Technician role
• Minimum High School diploma or GED required.
• Ability to deliver high levels of customer service and communication capabilities.
• Proficient oral and written communication is mandatory.
  
  
  

Knowledge/Skills/Abilities

• Strong communication skills (written, verbal and phone) and customer service skills
• Experience with (MS Office, emails, typing, etc.)/ software navigation capabilities to generate repair estimates
• Has a sense of urgency daily; is action oriented; acting with a minimum of planning
• Ability to work effectively in a face paced environment, under pressure, and able to shift priorities quickly to adapt to rapidly changing environments
• Ability to collaborate cross-functionally, build positive relationships and become a trusted partner to relevant cross functional partners
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Maintains professional but friendly demeanor
• Demonstrates interpersonal and customer service skills
• Exhibit’s ability to remain calm and polite when dealing with frustrated customers and/or technicians
• Strong communication skills able to communicate clearly and effectively with the ability to effectively interact with all levels within the organization and customers
• Excellent organizational skills with exceptional follow-through
• Excellent prioritization skills with strong attention to detail while handling multiple projects in a fast-paced environment Ability to handle multiple projects in a fast-paced environment
  
  
  

Preferred Qualifications

• Experience as an Estimator in a diesel vehicle service department or dealership environment preferred
• Proficiency with Mitchell One or similar systems