Service Writer

Murphy Tractor & Equipment•Kansas City, MO

About The Position

The Service Writer supports the service department by maintaining technician records, processing work orders and warranty claims, entering information into the service business system, preparing reports, and performing other duties as directed by the Branch Service Manager. The role also handles customer inquiries and repair estimates, schedules and dispatches field service, and helps keep service records, billing, and work-in-process current. A basic knowledge of construction equipment is required.

Requirements

High school diploma or GED.
Basic knowledge of construction equipment.
Strong customer-service focus.
Strong knowledge of Microsoft Office and the Internet.
Strong knowledge of warranty administration.
Basic knowledge of office machines, including copier, fax, and printer.
Strong attention to detail and ability to process work accurately.
Effective communication skills for interacting with customers and coworkers.
Ability to work effectively in a team environment and interact professionally with employees, customers, and vendors.
Ability to meet commitments and deadlines and complete documentation and reports promptly.
Strong time-management skills and ability to work in a fast-paced environment.
Ability to multitask, organize and prioritize tasks, and complete them under time constraints.
Ability to communicate by email and telephone with ordinary courtesy and tact.
Openness to new procedures, technology, and structure; ability to learn new technology quickly and troubleshoot basic problems.
Valid driver’s license.
Ability to lift up to 30 pounds occasionally.
Ability to work a flexible schedule, including some evenings and weekends.

Nice To Haves

At least one year of related experience and/or training.

Responsibilities

Maintain Service Technician timecards and safety training records, as well as DOT and IFTA logs for field service trucks.
Maintain department communications and complete required reports and administrative work.
Maintain clean and organized warranty parts storage and a clean, orderly, and safe work area.
Enter labor charge codes, work performed, and machine types into the service business system.
Help resolve customer invoicing problems and file invoices in the current account system to maintain the billing cycle.
Answer phones, take messages, and direct calls as needed.
Complete job status reports and generate work-order logs and previews for completed work.
Open and close work orders promptly to minimize work-in-process.
Maintain use of the Standard Pricing Guide with employees and work orders; bill according to established flat rates.
Work with the Deere Product Support Manager.
Interview customers to understand problems and provide repair cost estimates or quotes.
Prepare warranty claims, file them with the Central Warranty Processor, maintain the warranty log, and process parts returns for warranty claims.
Establish and maintain service records and quality control records.
Inform the Branch Service Manager about Service Technician productivity on current work orders.
Answer service requests, schedule field servicing, and dispatch service trucks through Navtrax/JD Link.
Deliver parts, run errands, and perform other duties assigned by corporate management within the company’s objectives.
Assist with other duties as assigned and directed by the Branch Service Manager.