SERVICE WRITER

Custom Truck One Source•Fort Worth, TX

4d•Onsite

About The Position

True to our name, Custom Truck One Source “CTOS” designs, assembles, sells, rents, and services trucks, cranes, and other heavy equipment. Our clients include some of the largest utilities, telecom, construction, forestry, oil, and rail companies in the nation. This role involves working with all service departments at the local branch to ensure that Repair Orders are opened timely, updated as necessary, and accurate when closed. The Service Writer schedules appointments, obtains customer and equipment details, and communicates with technicians for updates. They advise customers on needed services, explain additional work and costs, and provide estimates. The role also involves managing customer payment methods, tracking repair progress, handling inquiries, comparing final invoices to repair orders, and maintaining follow-up programs for additional repairs. The Service Writer is responsible for keeping service department forms and references up to date, participating in training, working harmoniously with all departments, and understanding the company's Safety Policy. Proficiency in computer systems and software, excellent listening and communication skills, the ability to work in a fast-paced environment, and strong interpersonal skills are essential. The role requires understanding and following federal, state, and local regulations, ensuring all documents are accounted for, meeting service forecasts, managing time efficiently, and maintaining an organized file system with minimal supervision.

Requirements

Three years of related experience and/or training; or equivalent combination of education and experience involving serving as a service writer with strong mechanical knowledge of repairs, costs, time to accomplish work of heavy-duty trucks and equipment.
Work requires continual attention to detail in establishing priorities and meeting deadlines.
Ability to speak both one-on-one and before groups of customers or employees and owners of the organization.
Ability to read and interpret documents such as safety rules, operating instructions, and applicable manuals.
Ability to write routine reports and correspondence.
Good with basic math. Must possess the ability to make mathematical computations with accuracy.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to apply common sense understanding to carry out simple instructions.
The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to multi-task and establish priorities.
Ability to coordinate a number of complex tasks simultaneously while working under pressure to meet deadlines.
Ability to maintain a flexible attitude and approach towards assignments and successfully operate under ambiguous guidelines.
Ability to maintain organization in a changing environment.
Ability to read and to follow directions to locations of sites for errands.
Ability to determine proper course of action to resolve escalated customer service issues.
Ability to create momentum and foster positive organizational change.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Skilled in PC usage and associated software including Microsoft Office (Word, Excel, Access.
Excellent planning, organizational skills and priority setting skills.
Well-developed interpersonal and communications skills.
Professional appearance and manner, business casual.
Ability to learn new software to complement this function.
While performing the duties of this job, the employee is regularly required to sit.
The employee frequently is required to walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.
The employee is occasionally required to stand.
The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds.
Must be able to climb into vehicles and equipment, lift hoods and unlatch and latch vehicle engine hoods.
Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, and vibration.
The noise level in the work environment is usually moderate to loud.
Only candidates authorized to work in United States without the need for sponsorship will be considered for this position.

Nice To Haves

Ability to work well with others.
Able to finish projects in a timely manner.
Highly organized, detail-oriented, delivering accurate and polished work.

Responsibilities

Works with all service departments at the local branch to ensure that Repair Orders are opened timely, updated as necessary, and accurate when closed.
Reconciliation of Technician Time
Reconciliation of Parts Listed
Correct Billing / PO Information are listed
Schedules appointments using Custom Truck One Source approved forms.
Obtains customer Information along with Tool / Equipment Details.
Regularly follows up with technician for updates and estimated completion dates.
Advises customers on needed services, as well as manufacturers specifications, including using maintenance menus and parts diagrams.
If additional work is needed, explain the details to the customer, including the additional cost and tie considerations.
Indicates on the repair order the exact repair instructions, making a special note of the main reason(s) the customer brought the item/tool in. Repair orders MUST be legible.
Notifies technicians or local management of incoming work.
Provides estimates for labor and parts. If the cost of service cannot be established during reception, leave open and contact the customer later by phone for approval.
Establishes each customer’s method of payment. Obtain approval of credit, if necessary.
Establish “time promised.” Check with the technician responsible for work distribution.
Obtains customer’s signature on repair order; provides customer with a copy.
Follow-up on the progress of each repair order during the day. Contacts customers by telephone regarding any changes in the estimate or time promised. Records changes in repair order in approved fashion.
Handles telephone inquiries regarding work in process and appointments.
Compare the final invoice with the original repair order.
Maintains follow-up program on additional items found in need of repair.
Keeps quick pricing guides, signals checklists, maintenance menus and other service department forms and references up to date.
Participates in all available training programs.
Works with all departments in harmony.
Must have a working knowledge and understanding of Custom Trucks’ Safety Policy.
Computer and software proficiency and can quickly adapt to new systems.
Excellent listening skills and communicator.
Follows verbal and written communications and communicates effectively with public, customers, co-workers and Owners in a professional and courteous manner both orally and in writing.
Works in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
Ability to interface well with all customers, and all departments of the Company and to represent the location in a highly professional manner.
Understands and follows federal, state and local regulations, such as those governing the disposal of hazardous wastes, OOSHA Right-To-Know, etc.
Ensure that all documents are accounted for.
Accomplishes the forecast for the service that has been established by the location manager.
Responsive to management requests and manages time efficiently.
Responsible for setting up and maintaining an organized file system.
Able to work with minimum supervision, capable of self-checking work.
Ability to learn.