Service Specialist I

Location: Sewickley, PA

Key Skills: Quote service writing, mechanically inclined, ideally familiar with the forklift or auto industry.

Wage: $21-25/hour based on experience

Job Summary:

The Service Specialist I is responsible for quickly and accurately providing service writing quotes that includes industry-related parts proficiency or mechanically inclined quick learning. This individual serves as a liaison between the customers, our talented technicians and the service department team. When making quotes, this individual will look up parts, add appropriate labor time and get approval from the customer with professionalism and care. Strong communication skills, writing and technical knowledge is important to this role. The position is able to make good assumptions and judgements related to the service and parts, willing to quickly learn and will partner with our technicians to gain proficiency and experience. Being successful in this position will lead to future growth opportunities within our company and the success of the branch.

Responsibilities:

• Processes timely and professional quotes from request to invoice; ensuring timeliness, documentation, and accuracy.
• Maintains parts knowledge and continually gains greater parts proficiency to be successful.
• Utilizes technical knowledge when generating quotes to present an accurate and complete proposal
• Adjusts proposals throughout the process as the customer’s scope of work changes.
• Elevates approved proposals to the Service Account Supervisor to ensure jobs are completed timely.
• Troubleshoots customer issues, providing recommendations for resolution and escalating as needed.
• Provides technical support to all technicians calling in with issues, diagnoses issues and ensures solution.
• Documents technical procedures to be communicated to all technicians.
• Documents technical phone calls to be reviewed with service management to understand where additional training support is needed.
• Puts together plans and action items to improve business efficiency for technicians and customers.
• Maintains ongoing communication to customer if repair process is taking longer than 24 hours.
• Ensures all manufacturer product support bulletins (PSBs) are communicated timely with action plans.
• Monitors repair times to communicate to service management where improvements can be made.
• Participates in classroom and factory training to maintain product knowledge.
• Maintains professionalism and genuine care for our technicians and customers at all times.
• Is reliable and punctual in reporting for work as scheduled.
• Performs other duties of a similar nature as required.
  
  

Requirements:

• High school diploma or equivalent.
• Must be mechanically inclined to learn our business quickly.
• Preferred maintenance/repair experience in the material handling and/or automotive industry.
• Valid Driver’s License and driving record acceptable to insurance company.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Proficient in Microsoft Office and other relevant software.
  
  

WHY JOIN TEAM TOWLIFT?

• We are a 3rd generation family-owned company.
• Core values shape our culture and drive us to deliver the best for our employees and customers. We uphold a culture of: Positivity, Teamwork, Self-development, Integrity, Community Service, Safety!
• We offer paid-on-the-job training, development and advancement opportunities from Certified Dealer Trainers.
  
  

Benefits

• Monday - Friday 7:00 am - 4 pm
• Competitive salary
• Comprehensive benefits include medical, dental, vision, and 401(k) with employer match and profit-sharing.
• 3 weeks PTO annually prorated in the first year based on start date
• 10 paid company holidays.
• Annual Boot, Safety Glasses, and Gym Reimbursement Programs
• Company provided cutting-edge technology.
• And so many more perks when you join the Towlift team!
  
  

Towlift is an equal opportunity employer, all applicants will be considered for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are proud employers of Veterans, helping them to navigate the transitions of life and reach their fullest potential.