Service Writer

Job Description

Service Writer – Automotive/Heavy Equipment/Retail

Edison, NJ 08837

BENEFITS INCLUDE:

Eligibility for overtime with management approval

Paid holidays after six months of employment

1 week PTO time after 6 months of employment

Optional Medical & Dental Benefits

Optional 401(k) plan – quarterly based enrollment

RESPONSIBILITIES:

Creates all customer repair quotes, requests parts pricing, determining labor time, writing quotes

Interfaces with customers on quoted repairs and answers any questions

Maintains an inventory of all customer repairs awaiting approval

Follows up with customers that have not signed off on quoted repairs

Handles incoming service calls via phone and email

Provides real time updates to customers on expected service dates ETAs on returns, etc.

Provides updates to customers when technician was scheduled but is unable to perform service work at customer site

Utilizes a proactive approach to customer service, anticipating needs and potential issues; resolves customer complaints in a timely manner

Manages assigned technicians to ensure effective completion of day-to-day service operations

Coordinates technician schedules to align customer account needs and technician capabilities

Opens Workorders for technicians in a timely fashion

Sets Technicians schedules by no later than 3 pm daily and informs scheduled customers

Codes Workorders with correct Unit ID, Make Model and Serial Numbers

Follows all special billing procedures for major accounts, including verifying correct POs are provided & entered into Workorders, work is accepted through customer portals, and amounts match approved work

Manages overall job progress, ensuring field technicians are diagnosing problems within two hours of arrival at customer locations; makes recommendations for technicians to utilize the assistance of technical communicators in troubleshooting complex issues

Works with technicians to resolve problems making every effort to ensure he/she fully completes each job assigned

Establishes regular communication with account managers to resolve any ongoing issues with customers' accounts

Works closely with the Parts Department to acquire correct parts and pricing and attached correct labor time to each repair

Schedules monthly preventive maintenance work to ensure PM completion rate goals are met

Monitors technicians' timecards, maintaining accurate records for customer invoicing

Adjusts technician timecards in Tinnacity daily to correct and minimize unbilled or standby time

Reviews and submits technician payroll information to front office

Ensures technicians follow all work order procedures, keeping accurate time and parts on job, filling out PM checklists, obtaining customer signatures, closing out day, and completing jobs

Managing work in process to ensure all work orders are completed involved in a timely manner

Approves, codes, and processes jobs to ensure labor and parts detail are complete and accurate; reviews parts and labor captured on jobs and ensures jobs are closed out with accurate information in the system

Maintains professionalism on the job

Additional Responsibilities:

Schedules service vehicle repairs and PMs, coordinating with technicians.

Regularly promotes and sells service products to customers, generating increased revenue.

Produces both verbal and written quotes of repairs to be completed.

Reviews completed jobs, edits descriptions, hours, etc.

Bills workorders.

Performs other duties of a similar nature as required.

QUALIFICATIONS:

High School Diploma or equivalent

Automotive background and proven experience as a Service Writer (preferred)

1+ years' experience in a shop or service environment

Geographic understanding of New York, New Jersey and Pennsylvania is a must

Proficient in Microsoft Suite (Word, Excel, Outlook)

Ability to work independently and to effectively prioritize demands and execute tasks

Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner

Excellent customer service skills

Keen attention to detail

Must be able to sit stationary for several hours at a time

Is reliable and punctual in reporting for work as scheduled

Valid Driver's License

We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.

req24-00685

Full-time