Service Writer

JA Riggs Tractor Company•Osceola, AR

28d•Onsite

About The Position

The Service Writer is responsible for the main point of customer contact for the Service Department and all associated repair coordination and administrative functions. This role involves receiving incoming calls, serving as the primary customer contact, maintaining common areas of the service office, conducting initial customer interviews, processing work orders, and conducting customer machine inspections. The Service Writer is the main source of communication for customers (both internal and external), prices and sells service, researches service information and technical information to communicate to technicians, and substitutes in the absence of a Supervisor for administrative functions. They also maintain service files, perform any other duties necessary to improve customer satisfaction, PINS, and profitability, develop cost estimates, log needed parts and time for repairs, convey all necessary information regarding costs, parts, work, and technicians to customers, arrange appointments for drop-off and pickup, maintain regular communication with customers during repair time, contact customers for additional work to relay details and extra costs, and enter repair job details into BMTS service software and prepare repair instructions.

Requirements

High school diploma and/or one to three months related experience and/or training.
Ability to read, analyze and interpret documents, procedures, and schematics.
Ability to write routine reports and correspondence.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Basic math abilities including addition, subtraction, multiplication and division.
Ability to calculate figures and amounts such as percentages and discounts.
Ability to review summary figures, identify trends and analyze impact relative to areas of responsibility.
Knowledge and experience in budgeting and cost/revenue projections.
Availability to work hours that are normally regular business hours, but weekend, holiday and evening work may be required to get a job completed on time.
Tolerance for performing complex tasks with numerous interruptions.
Process paperwork and utilize office equipment (including personal computer, phone, etc.).
Normal sight or corrected vision is required to read documents and use standard computer terminals.
Ability to move around continuously throughout the service department.

Nice To Haves

Experience with BMTS software is a plus.

Responsibilities

Receive incoming calls and serve as primary customer contact with Service department.
Maintain common areas of service office to present a professional, well-organized image to our customers.
Conduct initial customer interview and process work orders and outside purchases.
Conduct customer machine inspections.
Main source of communication for customers (both internal and external).
Price and sell service.
Research service information and technical information and communicate to Technician to expedite repairs.
Substitutes in absence of Supervisor for administrative functions.
Maintain Service files.
Performs any other duties necessary to improve customer satisfaction, PINS, and profitability.
Develop cost estimates, logging needed parts and the time needed for repairs.
Convey all necessary information regarding costs, parts, work and Technicians to customers.
Call the customer to arrange appointments for drop-off and pickup.
Maintain regular communication with customer during repair time.
Contact customers in the case of additional work to relay the details and extra costs.
Enter the details of repair jobs in BMTS service software and prepare repair instructions.