Service Writer

COMPANY WRENCH LTD•Frankfort, KY

16d•Onsite

About The Position

The Service Writer is the main point of contact for service customers and manages customer work orders from opening through completion. The role coordinates service requests, customer communications, estimates, parts, scheduling, documentation, and invoicing details to support accurate completion of service work within the stated timeframes. It also performs rental coordinator tasks and, when assigned, shop tool management. This position has no supervisory responsibilities and no travel is expected. The position is full-time and based in an office, service and repair shop, and stock room. The expected schedule is Monday through Friday, 7 a.m. to 5 p.m.; occasional long hours may be required. Work is usually performed indoors, though exposure to varied environments and inside and outside work surfaces occurs frequently.

Requirements

High school diploma and experience in a service writer position or as a mechanic.
Strong organizational skills.
Strong desire to learn new skill sets and knowledge.
Strong communication skills.
Strong computer and systems knowledge.

Nice To Haves

Mechanical background.

Responsibilities

Answer service calls using the service phone script and act as a liaison between customers and the service department.
Gather equipment information and customer concerns by listening to symptom descriptions, clarifying problems, conducting visual inspections when equipment is in the shop, checking maintenance records, and reviewing maintenance schedules.
Verify warranty and service contract coverage by examining equipment files.
Open work orders promptly; document symptoms, concerns, required repairs and services, approvals, and applicable customer and job-location information in the service database.
Communicate the customer's urgency for repairs or service calls.
Assist the service manager with estimates and quotes by obtaining parts quotes and labor-time data and calculating estimated customer payment for review.
Contact customers about upsell opportunities and additional service or repair needs.
Maintain a friendly, positive relationship as the main customer contact; explain estimates and expected completion times based on workflow or parts availability, obtain approvals, and answer questions and concerns.
Obtain purchase order numbers or credit card information and deposit authorization before work begins.
Coordinate with the parts department to order known required parts when opening a work order.
Update work-order segments with clear descriptions when the work scope changes or additional items are identified after inspection.
Assist the service manager with road technician and shop scheduling, coordinate mechanic assignments with the shop foreman, and communicate priority-related scheduling changes to the service manager.
Follow up on stalled work orders, including those over four days, and involve upper management to remove obstacles or address supplier delays.
Follow up with technicians to ensure the three C’s are completed, pictures are attached, and applicable Techweb information is noted.
Review work orders for accuracy and completion, consistent and properly punctuated notes, and removal of internal notes from customer invoices to the Memo’s tab.
Check that applicable miscellaneous, shop, truck, per diem, EPA, and other charges have been added.
Notify customers when equipment is completed and ready for pickup.
Verify tax codes against the actual location where work was performed.
Ensure work orders meet warranty documentation standards, including pictures, documentation, and the three C’s.
Review technician time on work orders and the DDC corrections-needed report to obtain information required to process pending work orders.
Complete the Locator report every Friday and submit the National account WIP report by Thursday at the latest; provide up-to-date National account information weekly.
Perform rental coordinator responsibilities, including transfer and receiving paperwork, pictures, traffic creation, and following up on and responding to chatter as needed.
Use weekly direct sales information to contact customers about additional work.
When designated, manage shop tools and follow up to ensure checked-out items are returned.
Perform other duties as assigned.
Meet the stated service expectations: close signed-off work orders within five days of the last labor entry, open work orders within two hours of a service call or equipment drop-off, contact customers within 24 hours of completion, follow pre-billing policies, submit National account WIP information by Thursday, create traffic promptly as needed, complete the Locator report every Friday with 100% verified accuracy, and provide customer WIP updates daily or weekly according to the work scope.