Purpose

Manages the flow of work through the service department, from customer interactions through repair completion and invoicing. Works with the service manager to maintain a high labor performance through increasing service labor sales and technician productivity.

Responsibilities:

• Opens repair orders as directed by the Service Manager/Shop Foreman and maintains control until they are closed and invoiced - the timely closing of repair orders represents the primary responsibility and the highest priority for the service writer position
• May process warranty and/or product improvement claims, including the computation of charges, submission, and follow-up
• 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 field internal and external customer inquiries to the Service Department
• Other duties as assigned

Experience, Education, Skills, and Knowledge:

• Basic knowledge of accounting practices
• Ability to use standard desktop load applications such as Microsoft Office and internet functions
• Knowledge of office procedures
• General knowledge and understanding of mechanical/technical terms is preferred

Requirements:

• Associates degree preferred or equivalent experience