Service Writer

Transx Ltd•Edmonton, AB

5h•Onsite

About The Position

Reporting to the Shop Supervisor, the Service Writer's role is to act as a liaison between Maintenance and all TransX customers including the Procurement divisions within TransX. In collaboration with Shop Management and Operations, the Service Writer will initiate services and repairs by ascertaining performance problems and services requested; verifying warranty and service contract coverage; developing estimates; writing repair orders; maintaining customer rapport and records.

Requirements

Reporting to the Shop Supervisor
Act as a liaison between Maintenance and all TransX customers including the Procurement divisions within TransX
Ascertaining performance problems and services requested
Verifying warranty and service contract coverage
Developing estimates
Writing repair orders
Maintaining customer rapport and records
Prepare shift plans
Coordinate with the Shunter to pre-stage incoming work
Ensure that cross shift communication is clear using email, general notes and verbal communications
Communicate regularly with all TransX customers if repairs are on time and as planned (ECD)
Notify the shop management/customers of any additional custom requests
Ensure that the wash-bay work is planned
Ensure that driver or customer check-in sheets are properly filled out
Ensure that a back-up plan has been identified
Open required work orders ensuring proper coding and addressing pending repair works (RO’s)
Entering the details of repair jobs on the company's network
Preparing repair instructions and lists of needed replacement parts to the Service Technicians
Ensure that all RO’s are created correctly as per company requirements
Recording accurate unit mileage or hours
Ensure that all complaints of the customers are reflected clearly on the work order
Update TMT RO status in real time
Notify the customers
Prep all RO’s in completed status for closing
Checking labor lines (SRT), parts lines (shrinkage and gains) and any comments
Elevate all RO’s over the Service Writer’s close threshold to the Shop Supervisor/Operations Manager for closing authorization
Checking warranties
Collecting and analyzing customer feedback
Work on the successful delivery of customer service excellence to all TransX customers
Answering questions about a company's products or services
Developing strong customer relationships
Efficient service delivery
Maintain clear lines of communication with all customers on all repair status updates using available platforms – phone, satellite message, email, etc.
Assist in handling customer or Owner Operator complaints and concerns
Monitoring customer records to check for regular scheduled servicing and future remedial work
Calling the customer to arrange appointments
Meeting with customers to discuss their requirements
Relaying those requirements to the Service Technicians
Releasing repaired equipment to the customers
Explaining the work done and costs accrued to the customers
Handling customer complaints
Providing proactive customer outreach
Resolving issues and troubleshooting technical problems

Responsibilities

Prepare shift plans and ensures the workload is pre-staged, so there is no delay when the technicians report for work
Coordinate with the Shunter to pre-stage incoming work, so that technician wait times are minimal, planning is the key here
Ensure that cross shift communication is clear using email, general notes and verbal communications
Communicate regularly with all TransX customers if repairs are on time and as planned (ECD)
Notify the shop management/customers of any additional custom requests that are outside the scope of the plan and work with the shop management/customers to re-prioritize the plan or reschedule the request to balance between the in-house versus farmed out works
Ensure that the wash-bay work is planned such that the daily quotas will be met or exceeded also to assist the shop management in developing retail business
Ensure that driver or customer check-in sheets are properly filled out to minimize any lag time while waiting on clarity of the issues noted
Ensure that a back-up plan has been identified in the event of pre-planned work failure to make sure that the workflow is not impacted
Open required work orders ensuring proper coding and addressing pending repair works (RO’s)
Entering the details of repair jobs on the company's network and preparing repair instructions and lists of needed replacement parts to the Service Technicians
Ensure that all RO’s are created correctly as per company requirements, recording accurate unit mileage or hours
Ensure that all complaints of the customers are reflected clearly on the work order for technicians to diagnose and report accurately
Update TMT RO status in real time and notify the customers
Prep all RO’s in completed status for closing – checking labor lines (SRT), parts lines (shrinkage and gains) and any comments so that RO can be closed in a timely manner
Elevate all RO’s over the Service Writer’s close threshold to the Shop Supervisor/Operations Manager for closing authorization
Checking warranties
Collecting and analyzing customer feedback
Work on the successful delivery of customer service excellence to all TransX customers
Answering questions about a company's products or services
Developing strong customer relationships through the successful management of products and service delivery
Responsible for the efficient service delivery as per the requirements driven by the shop management also to develop new avenues of retail shop business
Maintain clear lines of communication with all customers on all repair status updates using available platforms – phone, satellite message, email, etc.
Assist in handling customer or Owner Operator complaints and concerns documenting outcomes or additional action items
Monitoring customer records to check for regular scheduled servicing and future remedial work and calling the customer to arrange appointments
Meeting with customers to discuss their requirements and relaying those requirements to the Service Technicians
Releasing repaired equipment to the customers and explaining the work done and costs accrued to the customers to ensure their satisfaction and repeat business
Handling customer complaints
Providing proactive customer outreach
Resolving issues and troubleshooting technical problems

Benefits

Comprehensive group health benefits
RRSP company match programs
Referral bonus program
Training and tuition reimbursement
Boot allowance
Annual employee recognition & appreciation events
Years of service awards
Employee spotlights in our TransX Newsletter
Safety recognition
Annual performance incentives
Employee and family assistance program
Encouraged work life balance
Corporate discounts at partnered organizations (gyms, travel, clothing, equipment, etc.)
Team environment
Professional & personal growth