Experienced Service Writer

We are looking for someone who has high energy, to match the high energy here at the work place. Monday to Friday NO weekends. 10 hour days.

**Job Purpose**

The Service Writer is the chief liaison between the customers and the Service Manager and the technicians. They ensure excellence in customer service and superior quality of mechanical and repair works by coordinating the transaction from start to finish. The role exists to facilitate that transaction between the customer and the company through the efficient completion of work orders by managing; work completed, parts procurement, and customers’ expectations.

**Authority**

The Service Writer has the discretion to change, order parts from the parts department and / or equipment for work orders, as required. They can assign duties in an appropriate manner to the technicians to make the work flow smoothly.

**Qualifications**
- High School Diploma
- Minimum five years in the automotive industry
- Minimum ten years of experience with customers
- Minimum ten years of experience with sales
- Journeyman experience an asset, emphasis in the automotive industry
- Driver’s licence - Class 5

**Duties and Responsibilities**
- Manage the full-cycle work order from customer request to return of vehicle to ensure satisfaction of work completed
- Establish rapport with the Service Manager and the technicians
- Establish rapport with the customers
- Develop relationships with customers through the successful management of service delivery
- Ascertain diesel repair problems and services by listening to customer's description of symptoms then clarifying the description of problems
- Prepare work orders by describing symptoms, problems, and causes discovered, as well as repairs and services required
- Communicate with the Service Manager regarding the status of all work orders
- Develop estimates by inputting data into Protractor for costing materials, supplies, and labour; calculating the customers’ payments, including deductibles
- Obtain approval signatures or verbal confirmation for work to be completed, expected return of their vehicle and enter work order into the service database system, Protractor
- Send work to technicians, communicating the customer needs and requests, for conducting inspections, taking test drives, checking vehicle maintenance records, and/or examining service schedules
- Verify warranty and service contract coverage by examining records and papers, explaining provisions and exclusions if necessary
- Keep accurate records of customer information including automotive records and corrective actions planned, work completed at shop, and contact telephone numbers
- Answer questions and concerns and arrange for towing and/or temporary transportation if requested
- Enhance the company reputation by accepting ownership for errors and/or communicating deadlines
- Act as the brand ambassador for Dave’s Diesel Repair for any customer requests / work orders
- Utilize the right opportunity for sales to enhance the customer relationship
- Commit to the fastest turn around for work without sacrificing quality of workmanship
- Communicate potential environmental and safety problems to Service Manager for correction; record incidences relayed by technicians for proper reporting
- Coordinate information with the Service Manager for production plans to ensure that production objectives are met
- Work with the Parts Department to ensure timely receipt of parts for work orders
- Assist Service Manager in preparation of production and other reports and develop and manage operating budget for area of responsibility
- Meet regularly with management team to discuss daily operations and staffing matters
- Cover off other management team members’ roles during absences such as booked vacations
- May include:

- Perform administrative duties such as, but not limited to, verifying time cards, provide time off approvals, assisting with interviewing potential employees, employee performance management
- Sundry items as assigned by Owner

**Competencies**

Knowledge required:

- Experience and considerable knowledge of the methods, materials, and equipment used in the maintenance and repair of heavy-duty diesel engines
- Understanding of work orders and cost measures
- Understanding of budget planning and reporting
- Shift schedule and optimization
- Working knowledge of the occupational hazards and safety precautions used in the trade
- Basic understanding of employment standards and labour laws

Skills required:

- Excellent Interpersonal
- Customer service - to customers and staff
- Technical
- Time management
- Organization
- Solutions based conflict resolution
- Supervisory / Management
- Rapport building

Abilities required:

- Prioritization
- Can-do attitude
- Takes initiative
- Sense of urgency
- Decision-making process
- Goes the extra mile
- Seeks win-win resolutions
- Attention to details

**Key Performance Indicators**

Efficiency of work - ensuring