Service Writer

Description

Primary Purpose:

The Service Writer functions as the primary liaison between the Branch Service Department personnel and customers. The primary responsibility is to ensure that all customer contact and customer follow-up occurs on a timely basis and that all information provided to customers is accurate and up-to-date.

Essential Functions include the following.

• Handle customer calls involving repair of equipment. Open all repair work orders. Once work completed, close work orders, complete paperwork needed to invoice customer(s), and arrange for return of equipment to customer(s) or to rental inventory.
• Troubleshoot incoming service request calls. Schedule service if needed. Refer calls to Service Manager for help in diagnosing equipment problems. Obtain and document information on service calls from road mechanics.
• Under supervision of Service Manager, file warranty claims on a timely basis.
• Track status of all repair orders. On a weekly basis review the status of open work orders with Service Manager.
• Monitor customer equipment staging area. Follow up with customer(s) insuring customer owned equipment is picked up on a timely basis.
• Maintain parts holding area for customer repair orders. Work with Parts Department to restock/reorder commonly used items.
• Key SMF’s changes to equipment availability status. Review status list and trouble shoot/correct issues.
• Act as a backup for Parts Coordinator.
• Other duties may be assigned

Requirements

Required Experience / Education – The requirements listed below are representative of the knowledge, skill and/or ability required for this position.

Education and Experience:

High school degree and 2-5 years experience working the counter in a parts and/or service department, or customer service / warranty claims department. Experience in equipment rental business helpful. Mechanical knowledge and ability required.

Language Skills:

Ability to read and understand written directions and procedures. Ability to respond to common inquiries or complaints from customers. Ability to effectively communicate with managers and other employees.

Mathematical Skills:

Ability to add, subtract, multiply and divide and work with common fractions and decimals to figure items such as discounts.

Reasoning Ability:

Ability to define problems, collect data, establish facts. Ability to interpret and follow instructions, solve problems involving concrete variables within well defined situations.

Physical Demands:

While performing the duties of this job the employee is regularly required to sit, hear, talk, stand, walk, use hands to finger, handle and feel. The employee is frequently required to use hands and arms to reach, lift and carry up to 50 lbs. Specific vision requirements include close and distance vision, depth perception, peripheral vision and ability to distinguish colors.

The work environment is that of a typical warehouse office. Some exposure to cold, heat, noise, fumes and dust.

Other:

Ability to use word processing and spreadsheet software, able to multi task efficiently. Demonstrated customer service skills.