Service Writer

Air Compressor Solutions•West Odessa, TX

7h•Onsite

About The Position

THE SERVICE WRITER COORDINATES THE FLOW OF WORK WITHIN THE SERVICE DEPARTMENT WHILE SERVING AS THE PRIMARY POINT OF CONTACT FOR CUSTOMERS FROM INITIAL REQUEST THROUGH JOB COMPLETION. THIS ROLE IS RESPONSIBLE FOR RECEIVING SERVICE REQUESTS, OPENING AND MANAGING WORK ORDERS, SCHEDULING TECHNICIANS, MAINTAINING SERVICE DASHBOARDS, AND ENSURING TIMELY COMMUNICATION WITH CUSTOMERS AND INTERNAL DEPARTMENTS. THE POSITION PLAYS A CRITICAL ROLE IN ACHIEVING 100% ON-SITE WORK COMPLETION WITHIN 24 HOURS OF REQUEST, MAINTAINING SERVICE PERFORMANCE METRICS, AND ENSURING EFFICIENT WORKFLOW BETWEEN CUSTOMERS, TECHNICIANS, PLANNERS, SHOP SUPERVISORS, AND SUPPLY CHAIN FUNCTIONS.

Requirements

HIGH SCHOOL DIPLOMA OR GED REQUIRED.
MINIMUM 3 YEARS OF EXPERIENCE IN SCHEDULING, DISPATCHING, SERVICE WRITING, MATERIALS PLANNING, OR RELATED FIELD PREFERRED.
STRONG ATTENTION TO DETAIL AND ORGANIZATIONAL SKILLS.
ABILITY TO MANAGE MULTIPLE TASKS IN A HIGH-VOLUME, FAST-PACED ENVIRONMENT.
PROFICIENT IN MICROSOFT OFFICE SUITE, WITH ADVANCED EXCEL SKILLS PREFERRED.
STRONG ANALYTICAL SKILLS WITH ABILITY TO CONDUCT COST AND SCHEDULE ANALYSES.
EXCELLENT VERBAL AND WRITTEN COMMUNICATION SKILLS.
CUSTOMER-SERVICE ORIENTED WITH STRONG INTERPERSONAL SKILLS.
SELF-STARTER CAPABLE OF WORKING INDEPENDENTLY WITH COMPETING PRIORITIES.

Responsibilities

RECEIVE SERVICE REQUESTS VIA PHONE, EMAIL, OR IN PERSON.
GREET CUSTOMERS AND GATHER DETAILED INFORMATION REGARDING SERVICE NEEDS.
CREATE AND OPEN WORK ORDERS FOR BREAKDOWN AND SHOP REPAIRS.
ACCURATELY DOCUMENT CUSTOMER REQUIREMENTS AND TRANSLATE THEM INTO SERVICE WORK ORDERS.
PROVIDE CUSTOMERS WITH TIMELINES, COST ESTIMATES, AND WORK STATUS UPDATES.
BUILD AND MAINTAIN STRONG RELATIONSHIPS WITH CURRENT AND PROSPECTIVE CLIENTS.
MAINTAIN DASHBOARD TRACKING ALL CUSTOMER SERVICE ACTIVITIES FROM FIRST CONTACT TO WORK COMPLETION.
ASSIST WITH ESCALATED SERVICE ISSUES REQUIRING MANAGEMENT ATTENTION.
ENSURE WORK ORDERS ARE PROPERLY CLOSED AND INVOICING DOCUMENTATION IS COMPLETE.
COORDINATE SERVICE TECHNICIAN SCHEDULES TO ENSURE EFFICIENT RESOURCE ALLOCATION.
ASSIST SCHEDULING SUPERVISOR TO ACHIEVE 100% COMPLETION OF ON-SITE WORK WITHIN 24 HOURS OF REQUEST.
REVIEW AND DISTRIBUTE SERVICE WORK ORDERS AND TECHNICIAN SCHEDULES.
TRACK WORK IN PROGRESS (WIP) TO ENSURE TIMELY COMPLETION AND INFORMED DECISION-MAKING.
PARTICIPATE IN DAILY AND WEEKLY SERVICE MEETINGS TO REPORT ON SERVICE METRICS AND CRITICAL ITEMS.
CONFER WITH DEPARTMENT SUPERVISORS REGARDING PROGRESS, COMPLETION DATES, INVENTORY LEVELS, AND SERVICE CHALLENGES.
PROACTIVELY IDENTIFY SCHEDULING CONFLICTS OR SERVICE DELAYS AND RECOMMEND CORRECTIVE ACTIONS.
COLLABORATE WITH SUPPLY CHAIN AND PARTS WAREHOUSE TO MANAGE PART SHORTAGES AND COMMUNICATE UPDATES INTERNALLY AND EXTERNALLY.
ENSURE ADHERENCE TO STANDARD OPERATING PROCEDURES AND RECOMMEND PROCESS IMPROVEMENTS TO STREAMLINE WORKFLOW.
MAINTAIN ACCURATE SCHEDULING AND DOCUMENTATION WITH MINIMAL ERRORS.
MEET OR EXCEED SERVICE RESPONSE TIME AND COMPLETION TARGETS.
MAINTAIN HIGH LEVELS OF CUSTOMER SATISFACTION.
DEMONSTRATE PROACTIVE COMMUNICATION AND PROBLEM-SOLVING SKILLS.
ENSURE STRICT ADHERENCE TO DEADLINES AND SERVICE COMMITMENTS.
AVAILABILITY TO ADHERE TO ON-CALL EXPECTATIONS