Service Writer

COMPANY WRENCH LTD•Lakeland, FL

16d•Onsite

About The Position

The Service Writer is the main point of contact for service customers and manages customer work orders from opening through completion. The role ensures service work is entered, scheduled, and accurately completed within the five-day timeframe. It is based in an office, service and repair shop, and stock room, with work usually performed indoors and frequent exposure to different environments and work surfaces, both inside and outside. The position has no supervisory responsibilities and does not require travel. The Service Writer is expected to work in the office Monday through Friday during standard hours of 7 a.m. to 5 p.m.; occasional long hours may be required. Success is measured in part by timely work-order processing and closure, customer updates, accurate reporting, and compliance with company and warranty procedures.

Requirements

High school diploma.
Experience in a service writer position or as a mechanic.
Strong organizational skills.
Strong desire to learn new skills and knowledge.
Strong communication skills.
Strong computer and systems knowledge.

Nice To Haves

Mechanical background.

Responsibilities

Answer service calls according to the service phone script and act as a liaison between service and customers.
Gather equipment information and customer concerns; clarify reported symptoms and, when applicable, visually inspect equipment, review maintenance records, and check maintenance schedules.
Verify warranty and service contract coverage by reviewing equipment files.
Open customer work orders promptly, document symptoms and required repairs or services, obtain approvals, enter work orders in the service database, and add relevant information such as job location and contact person.
Communicate the customer's sense of urgency to the service team.
Assist the service manager with estimates and quotes by obtaining parts quotations and labor-time data and calculating estimated customer payments for review.
Contact customers about upsell opportunities and additional service or repair needs.
Remain the primary customer contact, explain estimates and estimated completion times, obtain estimate approvals and required contact details, and respond to questions and concerns.
Obtain purchase order numbers or credit card information and deposit authorization before work begins.
Coordinate with the parts department to order known required parts when opening work orders.
Add clear work-order segments when the scope changes or inspections identify additional work.
Assist with road technician and shop scheduling, coordinate mechanic assignments with the shop foreman, and communicate priority-related scheduling changes to the service manager.
Follow up on stalled work orders, including those over four days, and involve upper management as needed to address obstacles or supplier delays.
Follow up with technicians to ensure the 3 C’s are completed, pictures are attached, and applicable Techweb information is recorded.
Review work orders for accuracy and completeness, consistent notes and punctuation, proper placement of internal notes, and appropriate charges.
Notify customers when equipment is complete and ready for pickup.
Verify tax codes based on the actual location where work was performed and ensure work orders meet warranty standards.
Review technician time on work orders and the DDC corrections-needed report to obtain information needed to process pending work orders.
Complete the Locator report every Friday and submit the National account WIP report by Thursday; provide up-to-date National account information weekly.
Perform rental coordinator duties as needed, including transfer and receiving paperwork, pictures, creating traffic, and following up on and responding to chatter.
Use weekly direct-sales information to contact customers about additional work.
Manage shop tools when assigned, following up to ensure checked-out items are returned.
Perform other duties as assigned.
Meet role expectations for work-order closure within five days of last labor on signed-off work orders, opening work orders within two hours of a service call or equipment drop-off, and contacting customers within 24 hours of completion.
Follow company pre-billing policies, create traffic as needed, complete the Locator report with verified accuracy, and provide customer work-in-progress updates daily or weekly depending on the work.