Service Writer

Job Description

Description:

Position Summary

The Service Writer will maintain accurate and on-time reports and records related to the service department operation. The individual will ensure all charges related to work orders are posted properly and closed in a timely basis. Vendor invoices will be filed and provided to AP with proper supporting elements as they are received.

Duties & Responsibilities:

Open work orders as directed by the Service Manager and maintain control until closed and invoiced

Handle repair order charges, warranty validation & claims coverages, calculating of charges, submission and follow-up

Create and track purchase orders as directed

Keep up to date with changes to PO amounts and any other info and provide to AP

Develop cost estimates

Track repairs and their causes, scheduling technicians and process warranties

Maintain a clean and safe work area and cares for shop tools and equipment assigned to the technician

Ability to safely operate equipment

Follow all safety rules and regulations in performing work assignments

Handle service department filing and records

Update customer profiles using equipment, hours or other information from the customer work orders.

Maintains accessories and supplies and prepares replacement orders for the Service Manager’s approval

Assist in handling customer complaints and concerns

Track damaged equipment and make sure the problem is corrected

Estimate time to make repairs and schedules appropriate technician

Greet customers immediately in a courteous manner

Completes other duties as assigned

Requirements:

Qualifications & Skills:

Must have good communication and customer service skill

Effective written communication skills

Experience working in a service department

Ability to write and work on routine reports and correspondence

Ability to negotiate customer complaints to a satisfactory resolution

Experience with common dealership or point of sale computer systems

Must have excellent Excel and Microsoft 365 skills

Knowledge of office procedures

Good organizational ability

General understanding of mechanical/technical terms.

Education & Experience:

High School Diploma or equivalent required

Equipment service and maintenance experience preferred

License & Certification:

Valid Driver’s License with acceptable driving record

Working Conditions:

Work is performed in an office environment, equipment shop environment, or job site. Noise, fumes, and chemicals associated with a shop environment is expected.

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer

Must be able to lift up to 50 pounds

Must be able to climb on and off heavy mobile equipment safely

Frequently walk on uneven surfaces, including natural ground in varying weather conditions

Regular and predictable attendance is required

Travel Requirements:

None or infrequent