Service Writer

**Service Writer**

At Simplicity Air Ltd., we operate in a unique space: manufacturing, installing, and servicing air conditioning, heating, and idle reduction technologies for heavy equipment, agriculture, specialty, work-truck, and off-road vehicle markets. We have achieved recognition as a market leader, supplying simple solutions to complex vehicle environmental and climate challenges.

Simplicity Air Ltd has an immediate opening for a Service Writer. We are looking for experienced people who want to find a challenging and rewarding role where they learn something new daily and impact the company. We want long-term enthusiastic people who enjoy their work as much as we do. We develop our products to make a difference in our unique space.

The Service Writer, under the direction of the Vice President, will be responsible for the coordination of technicians and work schedules, relaying incoming work orders, and providing support to customers, vendors, and any other inquiries. They will act as Simplicity Air's first-line customer relations and service representative. The Service Writer is responsible for gathering and interpreting information on vehicle condition to advise the customer on recommended or urgently required services and communicate this information professionally, explaining the benefits of services and the potential outcomes of postponing repairs. They will use their expert knowledge to understand the client's problems and explain their needs to the staff. The Service Writer also maintains files, forms, records, purchase orders, and invoices; ensuring all forms are filled out correctly.

**Job Duties**
- Schedule maintenance orders.
- Enter work descriptions on work orders.
- Dispatch technicians to various jobs and work sites; provide them with all relevant details concerning service to be provided according to priority.
- Provide customer support by addressing any questions, problems, specific equipment requirements, or requests for service.
- Create invoices for completed work from technicians and submit them to customers on a daily basis.
- Record and maintain files and records of customer service requests, work or services performed, charges, expenses, inventory, and other service information.
- Continuous research on parts and pricing to provide up-to-date product knowledge.
- Communicate with service customers to determine the nature of the mechanical problems.
- Secure agreement from customers before repairs; cover cost estimate; and approximate time when vehicle's work will be completed.
- Obtain customer and service data.
- Courteously handle customer complaints and misunderstandings.
- Keep a daily log of repair orders and their status.
- Communicate the need for additional work when needed; explain the details to the customer, including the additional cost and time consideration, and document properly on the repair order.
- Follow up progress of each repair order during the day and contact customers by telephone regarding changes in the estimate or time promised.
- Handle telephone inquiries regarding work in process and appointments and return phone messages promptly.
- Interpret warranty information and policies for customers.

**Experience and Qualifications**
- Post Secondary diploma preferred.
- 2 years of working experience in a customer service position.
- Knowledge of HVAC and mechanical terms.
- 2 years of work experience in the automotive service and repair field.
- Strong customer service and troubleshooting skills.
- Ability to work well under pressure.
- Strong attention to detail.
- Able to always deal with people tactfully and professionally.
- Proven data entry, data editing, and typing skills.
- Ability to analyze and interpret the needs of clients and offer appropriate options, solutions, and resolutions required.
- Able to respond quickly in a dynamic and changing environment.
- Able to effectively communicate both verbally and in writing.
- Strong work ethic and positive team attitude.
- Ability to read and understand instructions and information.
- Effective attention to detail and a high degree of accuracy.
- High level of integrity, confidentially, and accountability.
- Sound analytical thinking, planning, prioritization, and execution skills.
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.

Office Hours are Monday to Friday, 8am to 5pm - 1/2 hour unpaid lunch

**Job Types**: Full-time, Permanent

**Salary**: $25.00-$27.00 per hour

**Benefits**:

- Casual dress
- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Vision care

Schedule:

- Monday to Friday
- No weekends

**Experience**:

- service advisor: 1 year (preferred)
- Customer service: 2 years (required)
- Service and Repair: 2 years (preferred)

Work Location: One location