Fleet Service Writer

Fayetteville Public Works Commission•Fayetteville, NC

1d•Onsite

About The Position

This class is responsible for planning, scheduling and prioritizing preventative maintenance, and coordinating and prioritizing unplanned repair work, for various types of vehicles/equipment. This class is also responsible for the entire customer service process from start to finish in maintenance and repairs of various operational departments of the Public Works Commission. Responsible for monthly scheduling for preventative maintenance on all vehicles/equipment, greeting and serving customers onsite by gathering information, performing a vehicle walk around for vehicles/equipment customers drop off for either planned or unplanned work. Creates work orders through the use of computerized work management tools, as well as creating work orders for vehicles delivered afterhours by customers or vendors. Responsibilities include, but are not limited to, providing exceptional customer service by following the vehicle/equipment thru the repair process, acting as a liaison between the customers and the maintenance shop, proactively providing status updates to customers, and shuttle/retrieve units at vendors. This class is also responsible for handling/tracking/reporting of warranties and accidents, and generating various reports to customers and/or management. Manages Fleet’s Loaner and Motor pool vehicles; taking reservations, monitoring service requirements, completing safety inspections and scheduling assets for check-ins and service as needed. Coordinates all outsourced vendor repairs and services such as towing, safety recalls, warranty repairs and all general repairs not performed by Fleet; creates QC work orders for post vendor repairs as necessary. Coordinates with Fleet Management n repair estimates from vendors for approval; processes invoices and sublets from vendors of outsourced services and repairs. Operating under general supervision of the Fleet Maintenance Supervisor, work is performed in accordance with established policies and procedures with latitude allowed for the exercise of independent judgement in planning and coordinating the details of the work. Extended hours and on-call/call-back availability may be required. Performs related work as required.

Requirements

Thorough knowledge of safety rules/regulations/procedures.
Thorough knowledge of techniques/methods/practices in the operation/maintenance/repair of gasoline, diesel, hybrid and alternative powered vehicle/equipment.
Thorough knowledge of material/supplies/equipment required in the automotive trades.
Thorough knowledge of estimating work hours/personnel/equipment/supplies/material for automotive repair/maintenance projects.
Thorough knowledge of the work order system/policies/procedures.
Demonstrated skill in operating computers and using applicable software.
Skill in identifying automotive parts/equipment/supplies/materials.
Ability to estimate costs based on work order requirements.
Ability to follow complex oral and written instructions.
Excellent written and verbal customer service skills.
Ability to establish/prepare/maintain accurately detailed records and reports.
Ability to perform accurate mathematical computations.
Ability to interface/work effectively with supervisors in developing schedules.
Ability to develop and maintain effective working relationships with contractors, vendors, businesses, the general public, officials, and all levels of employees.
Graduation from a four (4) year accredited university/college with a Bachelor’s degree in automotive/mechanical technology, business or related field and a minimum of one (1) year of experience performing time/work management planning methods/practices, and scheduling multiple or maintenance and repair projects, through use of computerized work management tools; OR
Graduation from a two (2) year accredited university/college or technical school with a degree/certification in automotive/mechanical technology business or related field and a minimum of five (5) years of progressively responsible experience as defined above; OR
Graduation from high school or possession of a high school equivalency diploma and a minimum of nine (9) years of progressively responsible experience as defined above; OR
An equivalent combination of education, training, and experience.
Must possess/maintain a valid North Carolina Driver’s License.

Responsibilities

Planning, scheduling and prioritizing preventative maintenance for vehicles/equipment.
Coordinating and prioritizing unplanned repair work for vehicles/equipment.
Managing the entire customer service process for maintenance and repairs.
Scheduling monthly preventative maintenance for all vehicles/equipment.
Greeting and serving customers onsite, gathering information, and performing vehicle walk-arounds.
Creating work orders using computerized work management tools.
Creating work orders for vehicles delivered afterhours.
Providing exceptional customer service throughout the repair process.
Acting as a liaison between customers and the maintenance shop.
Proactively providing status updates to customers.
Shuttling/retrieving units at vendors.
Handling, tracking, and reporting warranties and accidents.
Generating various reports for customers and/or management.
Managing Fleet’s Loaner and Motor pool vehicles (reservations, service monitoring, safety inspections, scheduling).
Coordinating all outsourced vendor repairs and services (towing, recalls, warranty, general repairs).
Creating QC work orders for post-vendor repairs.
Coordinating repair estimates from vendors for approval.
Processing invoices and sublets from vendors.