Service Writer

COMPANY WRENCH LTD • Frankfort, KY

16d • Onsite

About The Position

The service writer is the main point of contact with all service-related customers. This role is responsible for processing and managing all work orders for our customers from start to finish by ensuring all service work is entered, scheduled, and accurately completed within the five-day timeframe. The Service Writer will fulfill various duties including answering phones, gathering equipment information, organizing customer concerns, verifying warranty coverage, opening and managing customer work orders, assisting the service manager with estimates, contacting customers for upsell opportunities, and maintaining a positive customer relationship. This role also involves working with the parts department, assisting with scheduling, following up on stalled work orders, ensuring technicians complete necessary documentation, reviewing work orders for accuracy, and calling customers to inform them when equipment is ready for pickup. Additionally, the Service Writer performs rental coordinator responsibilities, uses sales information to obtain additional work, and may be responsible for shop tool management. Expectations for success include achieving specific turnaround times for work orders, accurate reporting, and timely customer updates.

Requirements

• A High School Diploma with experience in a service writer position or as a mechanic.
• Strong organizational skills
• Strong desire to learn new skill sets and knowledge
• Strong communications skills
• Strong computer and systems knowledge

Nice To Haves

• Mechanical background is a plus

Responsibilities

• Answers phones as instructed per the service phone script, and acts as a liaison between service and customer.
• Gathers equipment information, organizes customer concerns and requested services by listening to customer's description of symptoms; clarifying description of problems; conducting a visual inspection if in the shop; checking equipment maintenance records; examining regular maintenance schedules.
• Verifies warranty and service contract coverage by examining the equipment file.
• Opens customer work orders (WO) immediately, and captures a description of symptoms, and concerns, as well as repairs and services required; obtaining approvals by email or fax; entering WO into service database system.
• Makes sure all applicable information is added (ex: job location, contact person, etc.).
• Expresses customer’s sense of urgency for the repair or service call.
• Assists service manager by developing estimates or quotes by getting parts quotes, labor time guide data; and calculating the customer's estimated payment, then provides this information to the service manager for review.
• Contacts customer for upsell opportunities, or additional service or repair needs.
• Establish and remain the main contact with all service customers while maintaining a friendly positive attitude.
• Clearly explains estimates and ETA based on current work flow or parts availability; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns.
• Responsible for obtaining P.O. numbers, or credit card information and authorization for deposits prior to working on unit.
• Works with the parts department to order known needed parts when the work order is opened (ex. seal kit for cylinder, if the unit came in for a reseal).
• Adds segments with clear description if scope of work changes or if additional items are added after inspection.
• Assists service manager with road tech and shop scheduling, works with shop foreman to assign mechanics to work orders.
• Communicates with service manager if changes are needed, based on priority.
• Follows up on stalled work orders (anything over 4 days, to avoid 5 days since last labor) and get upper management involved to remove obstacles or pressure suppliers.
• Follows up with all technicians to make sure the 3 C’s are completed, pictures attached, Techweb information noted, if applicable.
• Reviews work orders to verify accuracy, and all fields completed. All notes to be the same, all caps, or lower case with correct punctuation.
• Makes sure internal notes are not on customer’s invoice and moved to Memo’s tab.
• Reviews Misc. supplies, shop supplies, truck charge, per diem, EPA and any appropriate charges have been added.
• Calls customer to inform when the equipment is completed and ready for pick up.
• Check tax codes by verifying actual location work performed.
• Makes sure all work orders comply to warranty standards. (Ex. pictures, documentation, 3 c’s, etc.)
• Reviews tech time on work orders.
• Reviews DDC corrections needed report to provide needed information to process pending work orders.
• Responsible to complete Locator report every Friday and the National account WIP report no later than Thursday.
• Performs rental coordinator responsibilities, included but not limited to, transfer and receiving paperwork, pictures, creating traffic, following and responding to chatter as needed.
• Uses the direct sales information sheet provided weekly to reach out to customers to obtain additional work.
• Shop tool management (if designated to service writer) follow-up with items checked out to ensure they have been returned.
• Other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED