Service Writer

2 months ago

Calgary, Canada Transx Ltd. Full time

**TRANSX GROUP OF COMPANIES**

Operating for over 50 years; the **TransX Group of Companies** is one of the largest Canadian (CN Rail-owned) providers of premier integrated transportation and logistics services across North America. With 11 locations across Canada and the USA, approximately 900 company employees, and over 4000 trucks, trailers, and containers, our team is dedicated to building strong business relationships and providing service excellence to support our customer’s business needs.

**SUMMARY -**
**_Service Writer_**

**Please note this position is permanent full-time.**

Reporting to the Shop Manager, the Service Writer's role is to act as a liaison between Maintenance and all TransX customers including the Procurement divisions within Transx. In collaboration with Shop Management and Operations, the Service Writer will initiate services and repairs by ascertaining performance problems and services requested; verifying warranty and service contract coverage; developing estimates; writing repair orders; maintaining customer rapport and records.

The Service Writer’s responsibilities revolve around the needs of the customer as they are the “first point of contact” our customers have with our business. We are looking for a dedicated service writer as they are a vital resource within TransX, the Service Writer is expected to align with the TransX Core Values for Teamwork, Safety, Innovation, Accountability, Integrity, and Respect. Some responsibilities include filling the customer's needs, coordinating transactions between the facility and the customer, and performing cost and time estimates for those transactions. The Service Writer will track repairs and the causes of problems, schedule the best time for repair, and the appropriate service technician to ensure the customers’ needs are met. A successful Service Writer should possess excellent customer service and communication skills. They should also have the ability to translate customers' non-technical descriptions and relate them to the service technician, be strong relationship builders, proficient schedulers, and have the ability to support the Shop Manager to better build the business.

**KEY ACTIVITIES**

**Planning & Daily Operations**
- Prepare shift plans and ensures the workload is pre-staged, so there is no delay when the technicians report for work
- Coordinate with the Shunter to pre-stage incoming work, so that technician wait times are mínimal, planning is the key here
- Communicate regularly with all TransX customers if repairs are on time and as planned (ECD)
- Notify the shop management/customers of any additional custom requests that are outside the scope of the plan and work with the shop management/customers to re-prioritize the plan or reschedule the request to balance between the in-house versus farmed out works
- Ensure that the wash-bay work is planned such that the daily quotas will be met or exceeded also to assist the shop management in developing retail business
- Ensure that driver or customer check-in sheets are properly filled out to minimize any lag time while waiting on clarity of the issues noted
- Ensure that a back-up plan has been identified in the event of pre-planned work failure to make sure that the workflow is not impacted

**Work Order Management**
- Open required work orders ensuring proper coding and addressing pending repair works (RO’s)
- Entering the details of repair jobs on the company's network and preparing repair instructions and lists of needed replacement parts to the Service Technicians
- Ensure that all RO’s are created correctly as per company requirements, recording accurate unit mileage or hours
- Ensure that all complaints of the customers are reflected clearly on the work order for technicians to diagnose and report accurately
- Update TMT RO status in real time and notify the customers
- Prep all RO’s in completed status for closing - checking labor lines (SRT), parts lines (shrinkage and gains) and any comments so that RO can be closed in a timely manner
- Elevate all RO’s over the Service Writer’s close threshold to the Shop Supervisor/Operations Manager for closing authorization
- Checking warranties
- Collecting and analyzing customer feedback

**Customer Service**
- Work on the successful delivery of customer service excellence to all TransX customers
- Answering questions about a company's products or services
- Developing strong customer relationships through the successful management of products and service delivery
- Responsible for the efficient service delivery as per the requirements driven by the shop management also to develop new avenues of retail shop business
- Assist in handling customer or Owner Operator complaints and concerns documenting outcomes or additional action items
- Monitoring customer records to check for regular scheduled servicing and future remedial work and calling the customer to arrange appointments
- Meeting with customer

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