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Service Writer
3 months ago
The Service Writer assists customers, the Service Manager & Service Team in the day-to-day operation of the Service Department. The Service Writer helps organize, lead, and control the flow of service work through the service department in a professional, timely manner while ensuring quality repairs at a fair cost to the customer.
KEY RELATIONSHIPS:
The Service Writer reports directly to the Service Manager & Assistant Service Manager. The Service Writer will communicate with co-workers in Service, Parts, Truck Sales and PacLease as the course of duties relate to the accomplishment of directives, objectives, and communication of the status of ongoing affairs. The Service Writer will also work closely with all service department stake holders, coordinating repair strategies, estimates, & updating repair status in an effort to provide excellent customer service.
DUTIES AND RESPONSIBILITIES
Management – related
•Meet with the Service Manager and other service department stakeholders each morning to establish repair strategies based on the night notes, dispatch sheets, and job priorities.
•Assign jobs, as needed, to technicians based on skills and abilities.
•Maintain updates to all repairs via the technology platform for customer estimates and internal / external communications.
•Review repairs in process as to time / estimate commitments.
•Review technician write-ups for accuracy and completeness.
•Confirm that all cores are returned to parts and that warranty parts are properly tagged and stored.
•Coordinate with the rear parts counter on repairs waiting for parts.
•Open warranty claims with Peterbilt, Eaton’s Real Time, Cummins’ Rapid Serve, etc.
•Administration of warranty RO’s – all aspects of the process
•All notes concerning customer conversations must be noted in the technology platform for customer estimates and internal / external communications.
•Assist the service team with preparing accurate repair estimates using the technology platform for customer estimates and internal / external communications
•Walk around customer’s vehicle and make note of any damages.
•Schedule work for each day keeping in mind the current workload, the availability of technicians, and their capabilities.
•All competed repair orders must be processed within 48 hours.
•Assist the Service Manager in determining training requirements by recommending needed training based on repairs coming into shop that cannot be performed due to lack of technician skills.
•Assist the Service Manager in maintaining a dealership prescribed standard (manual) for proper hours for repairs aka Mitchell
•Assist the Service Manager in establishing departmental goals and forecasts for each day and aid in accomplishment of these goals.
•Understand and follow federal, state, and local regulations regarding disposal of hazardous waste, OSHA, MSDA, right-to-know, etc,
Customer – related
•Greet all customers in a friendly and timely manner.
•Maintain contact with service customers via the technology platform for customer estimates and internal / external communications.
•Check repair status and update customers as to changes in promised completion time, change in estimate to complete repairs, or needed additional repairs & update via the technology platform for customer estimates and internal / external communications.
•Open and close repair orders as needed.
•Recommend adjustments to invoices to the Service Management Team.
•Work with the credit department to maintain proper credit status on each repair order.
•Check warranty or recall status on each vehicle and put printout with repair order.
•Obtain all customer information and vehicle information prior to creating the repair order. Note all the customer’s complaints. Obtain customer’s authorization, email and signature prior to beginning repair.
•Obtain purchase orders from each customer as needed (both internal, external, and warranty).
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Requirements
•2 years in a truck service department is preferred
•H.S. Diploma and Associates Degree preferred
•Excellent Communication Skills - written and verbal
•Proficient with Microsoft Office, Outlook, and Windows based software
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