Service Writer

Purpose: Assist the service manager in maintaining accurate and on-time reports and records relative to the service department’s operation within the dealership

Job Responsibilities/Duties

• Fields internal and external customer inquiries to the Service Department

• Opens work orders as directed by the Service Manager/Shop Foreman and maintains control until they are close and invoiced

• Maintains the service library with current information (for example, files bulletins, manuals, multi-media, etc.) under the direct supervision of the Service Manager

• Maintains Service Department filing and records

• Updates customer profiles using equipment, hours, or other information from the customer work orders

• Maintains accessories and supplies and prepares replacement orders

• May prepare Service Technician efficiency reports

• May process warranty and/or product improvement claims including computation of charges, submission and follow-up

• Verify parts are on the right segments and are mentioned in the service tech comments or returned parts as needed

• Watch time punches and edit as needed

• Answer phone calls

• Review Codify quotes and go over them with customers

• Selling work to customers, informing customer of the estimated price, and asking for permission to proceed

• Follow up on jobs and with customers

• T Complete Work Orders as needed

• Handle any after-hours situations that may arise; including being on call when needed

Experience, Skills, and Knowledge:     

• Must have excellent communication skills and be detail oriented

• Ability to use standard desktop load applications such as Microsoft Office and internet functions

• Knowledge of office procedures

• General understanding of mechanical/technical term is preferred

• Basic knowledge of accounting practices