Service Writer

POSITION SUMMARY:

Mardian Equipment Co. Phoenix is looking for a Service Writer. A Service Writer is responsible for assisting customers with their equipment repair needs. Their duties include greeting customers and telling them about the types of services the shop offers, updating customers on the progress of their equipment repairs and processing customer transactions upon completion of their repairs.

JOB DUTIES WILL INCLUDE:

• Prepare and post the daily Service Schedule for first and second shift. 
• Responsible for service squawks-receipt, preparing the squawk for converting to a work order by coding the labor hours estimate, assigning the segment and sub-segment.
• Verify work order redos and avoidables.
• Ensure that work orders are open for repairs and that labor and expenses are tracked on the work orders.
• Approve all prepared work orders for closing within 3 days.
• Approve credit memos.
• In conjunction with the Foremen, estimate labor and parts repairs for external customers.
• Communicate with external customers on repairs in progress the status, estimated completion date and completion date.
• Handle after hours repair requests per rotation schedule.
• In conjunction with the Foremen, research and acquire technical information for specific jobs or functions related to repairs.
• In conjunction with the Foremen, provide technical questions on repairs from external customers, different branches and mechanics.
• Arrange for sublet repairs, track status with parts, estimated completion date and completion date for sublet repairs.
• Perform daily audits of the parts holding area.
• Prepare parts requests for Phoenix warranty work.
• Approve factory parts requests over and determine date required.
• Assist the parts department in identifying parts needed for repairs and locations of purchase while engaging in value purchasing.
• Schedule pre-lease and lease termination inspections.
• Audit and approve pre and post lease inspections.
• Notify management and accounting department of lease status such as required repair and cost.
• With the customer, complete bare rental inspections (out and return).
• In conjunction with the Foremen, identifying items and quantity needed for safety stock.
• In conjunction with the Foremen, assist the parts department with technical questions on customer orders inquiries.
• Serve as back-up Field Service Mechanic as needed.
• Communicate with operations several times daily in order to keep the Service Department and operations working together (scheduling and priority).
• Confer with Service Committee on problem repairs and departmental needs.
• Communicate with Operations Manager and Senior Management current schedules, work in progress, major repairs or expenditures and personnel problems.
• Other duties as assigned.

Safety

• Play an active role in the development of the safety culture, making safety a natural part of all work performed.
• Identify and report safety concerns.
• Follow all safety policies and procedures.
• Perform assigned duties in a safe manner.

MINIMUM QUALIFICATIONS:

Education:

High School diploma (or GED) plus any combination of education and experience that would provide the required skill and knowledge for successful performance of this position.

• 2 Years of Relevant Experience
• Must have excellent interpersonal and communication skills.
• Must have excellent computer/organizational skills.
• Must have positive attitude and excellent customer service skills.
• Must have good problem-solving skills.
• Must have basic accounting skills
• Must have a valid driver’s license and good driving record.
• Willingness to take a drug and alcohol test as well as a background check.

*Knowledge of:

• Advanced knowledge of industry, must be able to use consistent exercise of discretion and judgement;
• Advanced beyond basic proper use of grammar, punctuation, and spelling; basic mathematics; legal and proper telephone etiquette and techniques; standard office software applications; standard office equipment;
• Advanced beyond basic application of data processing in the maintenance of records and reports;
• Advanced beyond basic computer skills and familiarity with Microsoft Office (Excel, Word, Outlook, and Access) tools is essential;
• Expert knowledge of how to communicate clearly and concisely, both verbally and in writing.

*Skill and Ability to:

• Work intellectually in character in order to exercise independent decision making;
• Accurately type a minimum of 40 words per minute;
• Accurately and timely keep up with to-dos;
• Perform research and report results;
• Read and apply rules, regulations, and proofread material, and make necessary corrections;
• Work cooperatively and effectively with Management, staff, and the public;
• Demonstrate outstanding organizational skills and ability to prioritize work.

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 sit and stoop, kneel, crouch, or crawl.  The employee will frequently be required to stand and walk.  The employee must occasionally lift and/or move up to 75 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment / Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to outside weather conditions.  The employee is frequently exposed to moving mechanical parts.  The noise level in the work environment is usually moderate to high.

*Knowledge, Skills and Abilities Statement:

The above listed duties, and Knowledge, Skills and Abilities (KSA’s) are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position. This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.

M HOLDING CO. is an Affirmative Action and Equal Opportunity Employer that promotes a diverse, drug-free workplace, and complies with ADA regulations as applicable.