Service Writer

Castongia Tractor Valparaiso•Valparaiso, IN

10d

About The Position

The Service Writer assists the service manager in maintaining accurate and timely reports and records for the dealership’s service department. The role supports day-to-day service operations, including coordinating technician work, communicating with customers about repairs, and helping maintain service department productivity, organization, and customer satisfaction. Castongia Tractor provides products and support to agricultural, commercial, and residential customers. The company emphasizes accurate and timely solutions, high-quality products, first-class product support, new technology, and continued education for customers and employees.

Requirements

Five or more years of work-related experience.
Ability to write routine reports and correspondence.
Ability to speak effectively one-on-one or before groups of customers or employees.
Ability to negotiate customer complaints to a satisfactory resolution.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Computer skills.
Strong organizational skills.

Nice To Haves

Previous supervisory or management experience is preferred but not required.

Responsibilities

Assist in answering service phone calls.
Assign jobs and work areas to technicians according to their skills, knowledge, and expertise, under the direction of the Service Manager.
Inspect customer machines after repairs to help ensure customer satisfaction when they are returned.
Assist technicians with machine diagnostics as needed.
Assist technicians with DTAC case creation.
Write work order requisitions and open work orders as needed.
Help keep technicians productive and working.
Ensure technicians keep the shop clean and organized.
Ensure company service vehicles are maintained.
Help keep the schedule board updated daily.
Maintain the service counter schedule pad daily and complete it before the next business day.
Issue purchase orders for outside supplies and repairs, and submit bills to the Service Manager for processing.
Maintain and monitor special tool inventory.
Provide repair estimates to customers when requested.
Keep customers informed about machine repair status and costs.
Contact customers for authorization of additional repairs.
Work with the Service Manager in all aspects of the service department to fulfill the Service Manager’s responsibilities.
Promote customer loyalty and goodwill and protect the dealership and service department image.
Advise the Service Manager of customer complaints.
Meet daily with the Service Manager to review department performance and personnel matters.
Perform other duties and functions as directed by the Service Manager in line with dealership objectives.
Perform other duties as assigned by management.