Service Writer

Floyd's Truck Center•Sidney, NE

5d•Onsite

About The Position

The Service Writer is responsible for estimating and selling repairs to customer vehicles, communicating with customers in a timely manner, coordinating with technicians, and professionally addressing problems. This role involves analyzing repair progress to maximize efficiency and maintain high-quality repairs, delegating jobs to technicians based on skill level, and utilizing current resources effectively. The Service Writer must accurately diagnose problems, describe them on repair orders, and ensure correct part numbers are identified and pulled by the parts department prior to repair. A key aspect of the role is working with the service department manager to establish and maintain an effective service department with excellent customer satisfaction. The Service Writer should be available to assist technicians with challenging service work, produce accurate estimates for various repair types, and handle cashier transactions when needed. Adherence to procedures for timely and proficient handling of warranty items, including correct storage and labeling, is essential. Proficiency with the computer system for parts and service management is required, along with continuous skill development. The Service Writer will start and finalize repair orders for warranty, customer-paid, and internal repairs. Handling customer complaints with empathy and a pleasant attitude is crucial for enhancing customer satisfaction and loyalty. The role requires politeness, friendliness, and prompt customer greetings, as well as courteous and quick telephone transactions. Providing excellent customer service to all customers, both external and internal, is a priority. This includes selling supplementary services by informing customers of service specials or additional vehicle needs, and promptly notifying customers of any delays, changes, or additional work required. Special attention should be given to repeat repairs to ensure the issue is corrected. The Service Writer must avoid making unrealistic commitments to customers and manage customer expectations appropriately. Completion of assigned training for product knowledge, transportation safety, and company policies is mandatory.

Requirements

Ability to read and comprehend instructions and information.
Professional personal appearance.
Excellent communication skills.
Ability to meet the company's production and quality standards.
Move throughout the company facility primarily in air-conditioned areas for most of the shift.
Stand, walk, bend, twist and/or stoop, and kneel or squat on a regular basis.
Frequently seated during deliveries.
Lifting over 50lbs on an irregular basis.
Climbing stairs, reaching and/or lifting overhead on a regular basis.
Repetitive hand/finger movement, grasping/grabbing with hands, and pushing & pulling motions on a regular basis.
Driving during varies seasonal weather conditions, both in the daylight and early morning/evening hours are possible.

Responsibilities

Estimate and sell repairs to customer vehicles.
Communicate expected repair time to the customer.
Analyze progress to maximize efficiency and maintain high-quality repairs.
Delegate jobs to technicians as appropriate considering skill level.
Effectively utilize current resources.
Ascertain correct part numbers on repair orders and assist the parts department.
Diagnose problems correctly and accurately describe those problems in the repair order.
Work with the service department manager to establish and maintain an effective service department with excellent customer satisfaction.
Be available to aid technicians if they have trouble completing service work.
Produce accurate estimates for wreck and internal repairs.
Provide cashier transactions when needed.
Adhere to procedures for timely and proficient dealing with warranty items.
Become familiar and proficient with all phases of the computer system needed for parts and service management.
Start and finalize repair orders for warranty, the customer paid, and internal repair.
Deal with customer complaints in a sensible manner by showing empathy and a pleasant attitude.
Be polite and friendly and greet customers promptly.
Conduct telephone transactions courteously, and quickly.
Provide excellent customer service for all customers whether external or internal.
Sell supplementary services by notifying the customer of service specials or any additional work that is needed on their vehicle.
Notify customers promptly regarding any delays, changes, or additional work that is required.
Give special attention to repeat repairs as needed to make sure the issue is corrected.
Do not make commitments to customers that cannot be met, or are not likely to be met.
Communicate with customers to keep expectation levels appropriate.
Complete assigned training, as required, for product knowledge, transportation safety, and per company policies and procedures.