Service Writer

Service Writer

Title: Service Writer                                      Job Type:  Hourly – Non-Exempt

Department: Service                                     Location: Phoenix, AZ                     

Reports To: Branch Manager                        Hours: 40 Hour Standard Work Week          

SUMMARY

The Service Writer is responsible for providing accurate and timely quotes for shop and field estimates to ensure high profitability and increased revenue for internal and external clients.  Provides professional assistance with accuracy in the procurement and fulfillment of parts, pricing, and availability with a focus on providing an excellent customer experience. This position is also responsible for the Company’s warranty program, including streamlining the warranty process and maximizing recovery of reimbursements with the vendor and company policies.

Responsibilities: 

The following responsibilities are a general guideline and not intended to be an exhaustive list of the full scope of responsibilities.   Duties and responsibilities are subject to change based on business needs and at managements discretion.

General Responsibilities:

• Receives and processes orders and customer information through all available tools and resources (phone, text, counter, website, and email) and follows up to distribute information to team and / or customers.
• Effectively researches and creates requests for parts using internal inventory and external partnerships, as needed.
• Communicates customer concerns to the appropriate team member(s) for resolution or direction.
• Acts as the primary contact for receiving and disseminating customer service quote requests.
• Performs general clerical duties including but not limited to filing, emailing, creation of orders.
• Creates positive working relationships with internal departments, vendors, service providers, and most importantly customers, to ensure a high level of satisfaction.
• Cross trains and supports needed coverage for Parts and Service Teams.
• Works in partnership with the Shop Foreman and Service Department to ensure efficiency in procurement and fulfillment operations.
• Any other duties as assigned.

Service Department Responsibilities

• Assists in managing and controlling parts inventory with a focus on internal pull through utilization of parts on work orders.
• Submits requests for parts to Branch Manager and/or Parts Department ahead of the need within the Service Department.
• Replenishes fleet service trucks inventories, reviews requests and supplies as required through Parts Department.
• Completes the required machine intake process for all customer machines arriving at the branch for repairs, including opening the initial Work Order and completing the Machine Health Check on same business day as arrival.
• Communicates the initial status, compliant and condition of the machine with shop foreman, technicians, and branch manager, as needed.
• Maintain and update work order status through company provided operating system, daily.
• Assists in the research of part numbers, labor hours, and pricing for needed service quotes for external and internal customers in support of the Service Department.
• Communicates directly with customer to obtain estimate approval and escalate internally, as needed. 
• Secures purchase orders from appropriate accounts and ensure Service Department has appropriate approvals before work commences.
• Tracks and manages service quotes to completion.
• Provides status updates internally to all vested parties and prepare information for weekly branch level coordination meetings.
• Incorporates JCB National Account (NA) support mechanisms to manage the repair prioritization for this customer segment, including ongoing updates to JCB NA DSMs.
• Establishes a customer touch rhythm to communicate updates on machine repairs to external customers on weekly basis.
• Closes out and invoices work orders with a special attention to thoroughness of labor and parts assigned to machine.
• Assists in filing Tech Web requests for support as requested by Service Department.

Warranty Department Responsibilities:

• Drives a high recovery of warranty reimbursements by submitting completed claims within the specified time and ensuring claims accurately match work orders.
• Verifies all claims are either approved, returned, or denied and follow up with information requested for returns, as needed.
• Verifies warranty, credits, credit memos to invoice.
• Communicates to Branch Manager any denied claims or exceptions to claims, and files the appropriate appeals to seek reimbursement.
• Determines if loss is a non-recoverable warranty or billable to customer to ensure full recovery of reimbursement.
• Evaluates the administrative portion of the claim, reviews, and files the equipment warranty claims.
• Supports the Machine Health Check, Multi Point Inspection and Pre-Delivery Inspection process through completion of assigned tasks in an ongoing basis.
• Manages storage area for warranty parts and returning requested warranty parts to manufacturers; keeps parts stored for 90 days after pay date and ships parts when needed.
• Administers all vendor service campaigns, including coordination of FSI service work.
• Acts as a liaison between individual branches and manufacturers.
• Completes National Account Warranty Uplift process monthly.

Qualifications

• High school diploma or equivalent.
• 2 – 3 years of parts, service, and warranty experience in warehouse, dealership, or heavy equipment rental environment, required.
• 2 years administrative experience.
• Proficiency with MS Word, Excel, and Outlook.
• Excellent organizational and time management skills.
• Must have basic math skills.
• Inventory control (physical or cycle count) experience with parts or similar, preferred.
• Must be able to accomplish goals and meet deadlines.
• Good oral and written communication skills.
• Must be able to work overtime, holidays, and weekends, if needed.
• Valid driver’s license and acceptable driving record as determined by company standards.

Physical requirements

• Must be able to repetitively stoop, bend, push, pull, squat, climb and kneel on a regular basis.
• Must be able to operate computers and various other equipment.
• Must be physically able to repetitively lift 50 pounds unaided (must ask for assistance if lifting over 50 pounds).
• Must be physically able to operate / drive, a company van if necessary to go to customer site.
• Must be physically able to speak and interact with other company associates.
• Must be physically and mentally able to read, write, comprehend, and follow direction.