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Service Writer

Custom Truck One Source has changed the way the industry looks at specialized truck and heavy equipment solutions. With sales, rentals, aftermarket parts and service, equipment customization, re-manufacturing, financing solutions, and asset disposal, our team of experts, vast equipment breadth and integrated network of locations across North America offer superior service and unmatched efficiency for our customers. Your success is what's next with Custom Truck One Source.

We have a great opportunity for a Service Writer in our Bluffton, IN location!

Coordinates and schedules service work in the service department in an organized, professional manner, and sells additional needed service to customers. Takes messages or fields/answers all routine and non-routine questions. Assists in the initiation of contact of sales and other staff with existing and potential customers, identifying their needs. Maintain maintenance files.

Essential Duties And Responsibilities:

• Works with all service/PTA departments at the local branch to ensure that Repair Orders are opened timely, updated as necessary, and accurate when closed, which includes but is not limited to
• Schedules appointments using Custom Truck One Source approved forms.
• Obtains customer Information along with Tool / Equipment Details.
• Regularly follows up with technician for updates and estimated completion dates.
• If additional work is needed, explain the details to the customer, including the additional cost and tie considerations.
• Indicates on the repair order the exact repair instructions, making a special note of the main reason(s) the customer brought the item/tool in. Repair orders MUST be legible.
• Notifies technicians or local management of incoming work.
• Provides estimates for labor and parts. If the cost of service cannot be established during reception, leave open and contact the customer later by phone for approval.
• Establishes each customer's method of payment. Obtain approval of credit, if necessary.
• Establish "time promised." Check with the technician responsible for work distribution.
• Follow-up on the progress of each repair order during the day. Contacts customers by telephone regarding any changes in the estimate or time promised. Records changes in repair order in approved fashion.
• Handles telephone inquiries regarding work in process and appointments.
• Compare the final invoice with the original repair order.
• Maintains follow-up program on additional items found in need of repair.
• Keeps quick pricing guides, signals checklists, maintenance menus and other service department forms and references up to date.
• Participates in all available training programs.
• Computer and software proficiency and can quickly adapt to new systems.
• Excellent listening skills and communicator.
• Follows verbal and written communications and communicates effectively with customers and co-workers in a professional and courteous manner both verbally and in writing.
• Works in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
• Ability to interface well with all customers, and all departments of the Company and to represent the location in a highly professional manner.
• Ensure that all documents are accounted for.
• Accomplishes the forecast for the service that has been established by the location manager.
• Responsive to management requests and manages time efficiently.
• Responsible for setting up and maintaining an organized file system.
• Able to work with minimum supervision, capable of self-checking work.

Qualifications:

• Ability to work well with others.
• Able to finish projects in a timely manner.
• Highly organized, detail-oriented, delivering accurate and polished work.

Education and/or Experience:

• 3+ years of related experience and/or training; or equivalent combination of education and experience involving serving as a service writer with strong mechanical knowledge of repairs, costs, time to accomplish work of heavy-duty trucks and equipment. Work requires continual attention to detail in establishing priorities and meeting deadlines.

Language Skills:

• Ability to speak both one-on-one and before groups of customers or employees and owners of the organization. Ability to read and interpret documents such as safety rules, operating instructions, and applicable manuals. Ability to write routine reports and correspondence.

Mathematical Skills:

• Good with basic math. Must possess the ability to make mathematical computations with accuracy. Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Other Skills And Abilities:

• Skilled in PC usage and associated software including Microsoft Office (Word, Excel, Access. Excellent planning, organizational skills and priority setting skills. Well-developed interpersonal and communications skills. Professional appearance and manner, business casual. Ability to learn new software to complement this function.

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. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Must be able to climb into vehicles and equipment, lift hoods and unlatch and latch vehicle engine hoods. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Working Conditions:

• Majority of work performed in office, occasionally in shop/warehouse setting.
• Work as scheduled with punctual attendance from either 7:00 am 4:00 pm or 8:00 am-5:00 pm, Monday-Friday plus any additional hours/days necessary in order to meet business demands
• Occasionally exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and vibration. The noise level in the work environment is usually moderate to loud.

Benefits:

• 401(k) with Employer Match
• Competitive Health Care
• Dental, Vision, and Life Insurance
• Paid Vacation, Sick and Holidays
• STD/ LTD
• Partner Discounts
• Investment in Employee Development
• Tuition Reimbursement

Custom Truck One Source provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.