Service Writer

Position Summary

The Service Writer will maintain accurate and on-time reports and records related to the service department operation. The individual will ensure all charges related to work orders are posted properly and closed in a timely basis. Vendor invoices will be filed and provided to AP with proper supporting elements as they are received.

Duties & Responsibilities:

• Open work orders as directed by the Service Manager and maintain control until closed and invoiced
• Handle repair order charges, warranty validation & claims coverages, calculating of charges, submission and follow-up
• Create and track purchase orders as directed
• Keep up to date with changes to PO amounts and any other info and provide to AP
• Develop cost estimates
• Track repairs and their causes, scheduling technicians and process warranties
• Maintain a clean and safe work area and cares for shop tools and equipment assigned to the technician
• Ability to safely operate equipment
• Follow all safety rules and regulations in performing work assignments
• Handle service department filing and records
• Update customer profiles using equipment, hours or other information from the customer work orders.
• Maintains accessories and supplies and prepares replacement orders for the Service Manager’s approval
• Assist in handling customer complaints and concerns
• Track damaged equipment and make sure the problem is corrected
• Estimate time to make repairs and schedules appropriate technician
• Greet customers immediately in a courteous manner
• Completes other duties as assigned

Qualifications & Skills:

• Must have good communication and customer service skill
• Effective written communication skills
• Experience working in a service department
• Ability to write and work on routine reports and correspondence
• Ability to negotiate customer complaints to a satisfactory resolution
• Experience with common dealership or point of sale computer systems
• Must have excellent Excel and Microsoft 365 skills
• Knowledge of office procedures
• Good organizational ability
• General understanding of mechanical/technical terms.

Education & Experience:

• High School Diploma or equivalent required
• Equipment service and maintenance experience preferred

License & Certification:

• Valid Driver’s License with acceptable driving record

Working Conditions:

Work is performed in an office environment, equipment shop environment, or job site. Noise, fumes, and chemicals associated with a shop environment is expected.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift up to 50 pounds
• Must be able to climb on and off heavy mobile equipment safely
• Frequently walk on uneven surfaces, including natural ground in varying weather conditions
• Regular and predictable attendance is required

Travel Requirements:

• None or infrequent