Service Writer / Advisor

Jetstream of Houston • Calgary, AB

42d • Onsite

About The Position

We are seeking a hands-on, organized, and engaged Service Writer. This individual is the primary liaison between customers and the service department. They are responsible for accurately identifying customers’ needs, creating detailed work orders, coordinating repairs and ensuring a high level of customer satisfaction throughout the service process. Interactions with company stakeholders will include technicians, parts department, rentals department, sales department, and external customers. Through customer service, technical understanding, and workflow coordination, they will keep equipment repairs moving efficiently and profitably.

Requirements

• 3+ years’ experience in a Service Writer role or related administrative/ customer service position
• Experience with quote and work order preparation and management
• Ability to interpret technical information
• Strong customer service and relationship-building skills
• Organizational and multi-tasking ability in a fast-paced environment
• Attention to detail and accuracy in documentation
• Positive and collaborative attitude
• Strong verbal and written communication skills
• Computer proficiency dealership/service management systems, and office processes
• High school diploma required
• Valid driver’s license with a clean driver’s record

Nice To Haves

• Mechanical aptitude or previous exposure to a heavy equipment work environment is an asset
• post-secondary education in business, automotive/heavy equipment, or related preferred

Responsibilities

• Serve as the main point of contact for customers and greet them in person, by phone, and by email in a professional and timely manner
• Clearly document customer concerns, symptoms and service requests
• Collaborate with the technicians to create quotes and timelines and obtain customer (external, sales and rentals) approvals for work in alignment with internal authorization procedures
• Open, update, edit and close work orders accurately to ensure correct billable items
• Process work orders both timely and accurately to ensure accuracy and customer satisfaction
• Verify warranty eligibility and proper documentation using various software resources, in alignment with internal processes to maximize warranty claim accuracy
• Assist scheduling service appointments and manage shop capacity
• Facilitate daily shop walkthroughs to capture information on the repair status, parts statuses or other delays that need to be communicated to the customer
• Submit case requests and collaborate with factory representatives to expedite repairs and ensure customer downtime is minimized
• Coordinate sublet work for equipment in the shop
• Issue purchase orders for shop items, office items, or facility items as required
• Monitor accounts-payable requests for purchase order approvals or corrections
• Participate in regular work order review meetings
• Prepare and submit bi-weekly Payroll reports
• Communicate with the accounting department to ensure repairs are authorized based on the customer account status
• Maintain MTO files and ensure all documentation is in compliance
• Monitor maintenance requirements for rental equipment
• Resolve and/or escalate customer concerns and maintain positive customer relations and reduce comeback rates
• Completed additional tasks as assigned

Benefits

• Competitive salary range – based on experience
• Quarterly Bonus Opportunity
• Annual Performance Review with Increase Opportunity
• Group Benefits that are 100% paid for by the Company – inclusive of Health, Dental, Life, Disability and Travel coverage
• Vacation & Paid Personal days
• Employer Matching Retirement Savings Plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED