Service Writer

HUNTER TRUCK SALES & SERVICE•Royalton, VT

12d•Onsite

About The Position

At Hunter Truck, our people are the driving force behind our success. As one of the largest Peterbilt dealer groups in the country, we combine the resources and opportunities of a growing organization with a culture where people are empowered to make an impact. With twenty-eight locations across Pennsylvania, New Hampshire, New Jersey, New York, Vermont, and West Virginia, we offer the scale, support, and career opportunities to help you take your career to the next level. Come build your career with a team that invests in you from day one. The primary function of the Service Writer is to write up repair orders in a timely and efficient manner.

Requirements

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Ability to read and comprehend simple instructions, short correspondence, and memos; ability to write simple correspondence; ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving a few variables in standardized situations
Valid Driver's License required; must meet company insurability standards

Nice To Haves

WebCatÒ, SirÒ, Cat PowerNetÒ

Responsibilities

Greets service customers, sell needed work, write repair orders, and estimate costs of repairs, as required.
Answer the telephone for the service department assisting customers with their inquiries.
Listens to customer’s description of vehicle problem to determine possible solutions and work procedures.
Advises the expected time the unit will be in the shop and immediately informs the customer of any delays incurred.
Obtain authorization for any work above and beyond the original scope given to the customer, prior to beginning work on the vehicle.
Open/Closes repair orders as needed to communicate the customer’s complaint to the technician.
Provide verbal instruction to technicians, when applicable.
Review all repairs performed, and be prepared to discuss with the customer, in detail, the work done.
Schedule future appointments when requested provided the work will not overtax the available technician.
Ensures a clear understanding of the customer’s financial responsibility to the repair order and what part of the total repair he will be expected to cover.
Maintain satisfactory customer relations through expeditious, courteous, and fair handling of all service customer complaints.
Administer warranty and policy adjustments in the best interest of the customer, dealership, and the OEM.
Maintain a good working relationship of warranty offerings from all man manufacturers.
Provide clear and concise information to assist the technician on the operation.
Provide documented proof that the repair is warrantable by using all available tools needed to obtain the information (i.e. WebCatÒ, SirÒ, Cat PowerNetÒ, etc.).
Enter warranty repair order into the Warranty Management Database System (according to their policies) prior to sending to Warranty Central for processing.
Edits the writing on the repair orders to short legible descriptions ensuring the customer understands what work was performed on his/her vehicle.
Provides additional information for claims, when needed, to clarify what was done prior to sending to Warranty Central.
Maintain a consistent Open Repair order balance established by management.
Processes and reports the movement of all warranty parts as directed by Warranty Central. This includes the entry of parts returns information in the Warranty Management Database System.
Understands and ensures compliance with manufacturer warranty and policy procedures.
Refer customers who have questions about the work performed, additional maintenance or repairs, etc. to the service advisor or other appropriate individual.
Handles customer complaints with integrity and poise and, when necessary, refers dissatisfied customers to the appropriate individuals for resolution.
Provide clerical assistance to parts and service departments (making phone calls, filing, etc.).
Provide additional assistance to other Service staff when needed.
Attend training when requested.
Receives cash, checks and credit card payments from customers; records amount received.
Maintains and files repair orders and lists missing documents.
Works with department manager to keep abreast of new products and services offered, their features and value, and any changes in price.
Maintain a professional appearance.
Keeps work area neat and clean.
Adhere to and promote all existing health and safety policies in the workplace to reinforce the Hunter culture of a safe work environment