Service Writer

Job Summary: All Service Writers are responsible for accurately documenting and managing service requests, maintenance, and repair work for crane equipment. They act as a liaison between customers and technicians, ensuring that all service orders are properly detailed, scheduled, and invoiced. The role involves reviewing work orders, creating estimates, tracking parts and labor, and ensuring timely completion of services. Service Writers also ensures compliance with safety standards and company policies while maintaining clear communication with both customers and internal teams to support efficient operations.

Key Responsibilities:

• Ascertains truck and truck mounted equipment problems and services by listening to customer's description of symptoms, clarifying description of problems, conducting inspections, taking test drives, checking vehicle maintenance records, examining service schedules
• Verifies warranty and service contract coverage by examining records and papers, explaining provisions and exclusions
• Work with manufacturers on warranty claims tracking each one through to completion
• Work closely with the Accounting Department on outstanding claim tracking
• Develops estimates by costing materials, supplies, and labor, calculating customer's amount due
• Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required, obtaining approval signatures, entering RO into service database system
• Maintains customer rapport by explaining estimates and expected return of vehicle, obtaining customer's approval of estimates, obtaining and providing contact telephone numbers, answering questions and concerns, arranging towing and temporary transportation
• Maintains vehicle records by recording problems and corrective actions planned
• Updates job knowledge by participating in educational opportunities; reading manufacturers' publications
• Enhances organizational reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
• Maintains vehicle appearance by cleaning, washing, and painting
• Keeps supplies ready by working closely with the Parts Department on inventory
• Work closely with Services Management to develop and implement target account specific objectives, strategies, and action plans
• Quote prices, bid specifications and maintain records as outlined by management
• Answer customers' inquiries regarding products, prices, availability and product uses
• Update customers on work progress and expected completion timelines
• Monitor customer satisfaction and communicate this information to management
• Work with Parts and Service Departments to introduce customers to the other services provided
• Track inventory of items assigned to you by management and order approved quantities as business dictates. This may include steel and oil products.

Preferred Qualifications:

• Candidate must live in the branch metropolitan area
• Specific experience working on brands such as Kenworth, Sterling, Cormach, Socage, Elliott, Fassi, Palfinger and Terex and equipment types such as knuckle booms, man lifts and material handling equipment a plus
• 5 years prior and proven Service Writer, Technician and Warranty Administration experience with heavy-duty truck and truck mounted equipment in a service workshop environment
• Must be able to read engineering drawings and hydraulic schematics
• Self-motivated and disciplined with an ability to work closely with management and customers
• Excellent communication, analytical, and problem-solving skills, with the ability to work well under pressure
• Must be dependable and have a valid driver's license
• Good PC Skills: Excel and Word

Benefits:

• Health insurance
• Paid time off
• Dental insurance
• 401(k)
• 401(k) matching
• Vision insurance
• Life insurance
• Referral program
• Professional development assistance

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