Service Writer

Atlantic Tractor 

Location:  Whiteford, Maryland

Service Writer

Purpose:

Assists the Service Manager in maintaining accurate and timely reports and records related to the daily operations of the service department within the dealership. Serves as a primary point of contact for customers regarding service inquiries, repair status updates, and repair estimates. Prepares, processes, and manages work orders to ensure technicians have a consistent workflow and customer repairs are completed efficiently and accurately. 

Responsibilities:  

      ●     Fields internal and external customer inquiries to the Service Department.

• Opens work orders and maintains control until they are closed and invoiced.     

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

• Provides guidance and generates quotes for customer machine repairs.  

• Sells service labor and parts ensuring all techs are highly productive so that budgets and goals are met.  

• Works with the Service Manager to identify and execute continuous process improvements.  

• Communicates, enforces and monitors effective service department processes to ensure customer satisfaction.  

• Reviews work orders for completeness and accuracy prior to customer billing prior to Service Manager review.  

• Maintains a clean work area and performs work in a neat and orderly fashion.  

• Follows all safety rules and regulations in performing work assignments.  

• Maintains knowledge of John Deere and competitive products.  

• Complete other duties as assigned by Service Manager

Physical Requirements: 

• Ability to stand, walk, bend, kneel, and lift up to 50 pounds as needed. 

• Must be able to work in both office and shop environments, including exposure to noise, dust, grease, fumes, and varying weather conditions. 

• Ability to climb on and inspect agricultural, turf, and compact construction equipment safely. 

• Must be able to operate standard office equipment and computer systems and wear required personal protective equipment when entering service areas. 

• High customer interaction 

• Multitasking in a fast-paced environment 

• Extended hours during busy agricultural or mowing seasons.

Preferred Experience, Education, Skills and Knowledge: 

• Previous involvement / experience in activities such as sales, service, training or other related work within a mechanical field.  

• Experience with basic computer functions and accounting practices.

• Experience working cooperatively in a team environment.

• Excellent Customer Relationship Skills.  

• High School Diploma, GED or equivalent experience required.

This Service Writer job description is not intended to be all-inclusive. The employee may be required to perform other reasonably related business duties as assigned by their immediate supervisor or other leadership as needed. The Company reserves the right to revise or modify job duties and responsibilities at any time based on business needs.

The pay range for this position is $20 - $24 per hr based on experience