Service Writer

Fabick CAT•Fenton, MO

37d

About The Position

The Service Writer is responsible for being a liaison between the shop and external customers, communicating progress on service work.

Requirements

Associate's degree in Business or Diesel related field required.
5 or more years of customer service experience in either the automotive, trucking, or Heavy Equipment industry required.
Must be proficient with the entire Microsoft Office Suite including Excel, Word, and Outlook required.
Comfortable with resolving customer issues and complaints required
General people and customer service abilities required.

Nice To Haves

Prior experience as a diesel technician is preferred.

Responsibilities

Maintains and reviews work order files. Includes opening jobs, making changes and reviewing work orders for closing on the computer. Monitors credit approval and assures that COD jobs are collected when appropriate. Provides input for changes in procedure. Reviews daily time cards and labor entry to make sure time is entered into the appropriate job segment. Keeps abreast of technical developments. Assists with walk in customers and phone calls.
Responsible for a program of self-improvement and personal development. Attends scheduled training meetings. Utilizes available time in learning to read and interpret manufactures' reference material. Strives to upgrade ability and knowledge in all phases of the service operation.
Responsible for maintenance of good customer relations and a continued building of the company image. Resolves customer complaints immediately. Treats customers fairly, friendly and courteously. Assures customer contacts are made on a timely basis and in a business-like manner. Ensures a high level of internal communication.
Complies with routine reporting requirements. Establishes, implements and maintains necessary reports, records, controls and procedures to assure compliance with company and Caterpillar requirements.
Assists to maintain service facilities. Establishes and maintains a current inventory list of all service equipment and tooling. Assures proper maintenance and utilization of equipment, tools, building and yard. Maintains a neat, orderly and safe Service Department and yard.
Keeps Shop Manager appraised to all matters pertinent to the service department. Reports information to the Shop Manager accurately and on a timely basis. Communicates employee suggestions and grievances.
Performs other miscellaneous duties as required.

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