What are the responsibilities and job description for the Service Writer position at Marion Ford Tractor, Inc.?
About the Role:
The Service Writer plays a critical role in the dealership service department by acting as the primary liaison between customers and the service technicians. This position is responsible for accurately documenting customer concerns, providing detailed service recommendations, and ensuring a seamless communication flow throughout the service process. The Service Writer must manage customer expectations, schedule service appointments efficiently, and maintain comprehensive records of all service transactions. Success in this role results in high customer satisfaction, repeat business, and smooth operational workflow within the service department. Ultimately, the Service Writer contributes to the dealership’s reputation by delivering exceptional customer service and supporting the technical team effectively.
Minimum Qualifications:
- High school diploma or equivalent.
- Previous experience in a customer service role, preferably in a dealership service environment.
- Basic knowledge of equipment terminology and repair processes.
- Proficiency with computer systems and service management software.
- Strong communication and interpersonal skills.
Preferred Qualifications:
- Experience working as a Service Writer or in a similar dealership service role.
- Familiarity with dealership management systems (DMS) and parts catalogs.
- Technical understanding of equipment systems and diagnostics.
- Certification from a dealership service or customer service training program.
- Bilingual abilities to serve a diverse customer base.
Key Results Indicators:
I | SERVICE PROCESSES: Effectively facilitate the company service process by following the established procedures in ways that meet or exceed customer and company expectations. | |
I-1 | Accurately transfer customer service needs to the work order by professionally greeting, listening to and communicating with the customer in ways that builds their comfort and confidence. | |
I-2 | Understand and follow the established repair order process through to its satisfactory and timely completion. | |
I-3 | Effectively keep customers informed and updated on the repair status of their unit. | |
I-4 | Verify that quality control is done and arrange for delivery back to the customer. | |
I-5 | Stay current on product information such as recalls, service bulletins and warranty guidelines. | |
II | SERVICE SALES: Optimize service profitability to help sustain and strengthen the dealership. | |
II-1 | Accurately estimate and document all charges on the repair order. | |
II-2 | Close and finish all repair orders in a timely manner. | |
II-3 | Obtain warranty and all other required authorizations in a timely manner. | |
II-4 | Meet or exceed individual service sales goals by selling additional service/maintenance, parts and accessories. |
Salary : $60,000 - $75,000