Our client, a leading fleet management company, is looking to add a experienced 2nd shift Service Writer to their team.

The Service Writer is the liaison between customers in need of vehicle repairs and technicians. Schedule maintenance and handle the appropriate paperwork working with customers and technicians, service writer schedules maintenance and assigns work to shop technicians. Researching parts pricing and labor estimates as needed, and can include working with suppliers to find specific parts. Compile an estimated price and final bill of repairs for customers, and estimate the time needed for repairs. Interact with customers and company team members to achieve the highest level of customer satisfaction and efficiencies. Keep all required paper work as needed.

CORE RESPONSIBILITIES:

Treat customers and employees with courtesy and respect. Greet all customers and vendors that enter the shop area. Discuss with customers estimated cost of repairs/maintenance work that is to be provided and estimated time when truck will be completed. Advise customers of preventative maintenance or additional repairs that are needed. Secure agreement from customer on the repairs to be performed before any work started.

• Write legible and complete repair orders by asking good diagnostic questions to identify customer needs/concerns and record the information accurately.
• Using excellent customer service skills, establish and maintain effective working relationships with other team members, vendors and customers.
• Coordinate and schedule routine and emergency repair services.
• Continual follow up on status of repairs to assure that trucks will be ready when promised.
• Advise customers of status of repairs and any delays if truck will not be finished when promised.
• Get authorization from customer when estimate of costs needs to be changed.
• Contact customer for approval if additional repairs or maintenance is needed.
• Sell service and maintenance to customers in person, by telephone and other methods.
• Keep ownership and shop manager informed of all problems and potential problems involving repairs, customers and equipment.
• Maintain policies and procedures that keep the work flow at highest efficiency level to maximize customer service and profits. This includes scheduling, and timely filing of all repair orders.
• Respond to customer inquiries on status of repairs and see that trucks are returned promptly to customers.
• Develop business relationships with vendor personnel that result in obtaining the highest level of customer satisfaction.
• Will reflect leadership and teamwork characteristics. Working with management to accomplish ethical and professional results. Working with team members to reduce conflict and maximize profitability.
• Establish equipment maintenance schedules as needed.
• And anything else not covered in this job description that is needed to reach company goals in an ethical manner.

ACCOUNTABILITY:

Performance standards for this position are met when:

• Company labor and parts sales meet monthly objectives established by Ownership.
• Timely and accurate posting of vendor invoices.
• Timely and accurate billing of customer invoices.
• Gross Profit average $13,000 per month per shop & road tech.
• Policy write off average no more than 1% of total Service sales.

Hours are 3 pm to 11 pm M-F. Please submit your resume to be considered.