Service Writer (Automotive/Heavy Equipment/Retail)

C&C Lift Truck is a growing forklift dealership. We are looking for a Service Writer who is ready for a challenging and rewarding opportunity at our company. As a Service Writer you will be responsible primarily for all aspects of customer repair quotes.  This individual assigns jobs to technicians and coordinates their daily schedule and other work activities. The Service Writer is actively involved in maintaining positive customer communication and satisfaction.

Benefits include:

• Eligibility for overtime with management approval
• Paid holidays after six months of employment
• 1 week PTO time after 6 months of employment
• Optional Medical & Dental Benefits
• Optional 401(k) plan – quarterly based enrollment

Responsibilities:

• Creates all customer repair quotes, requesting parts pricing, determining labor time, writing quotes.
• Interfaces with customers on quoted repairs and answers any questions
• Maintains an inventory of all customer repairs awaiting approval.
• Follows up with customers that have not signed off on quoted repairs.
• Handles incoming service calls via phone and email.
• Provides real time updates to customers on expected service dates ETAs on returns, etc.
• Provides updates to customers when technician was scheduled but is unable to perform service work at customer site.
• Utilizes a proactive approach to customer service, anticipating needs and potential issues; resolves customer complaints in a timely manner.
• Manages assigned technicians to ensure effective completion of day-to-day service operations.
• Coordinates technician schedules to align customer account needs and technician capabilities.
• Opens Workorders for technicians in a timely fashion.
• Sets Technicians schedules by no later than 3 pm daily and informs scheduled customers.
• Codes Workorders with correct Unit ID, Make Model and Serial Numbers.
• Follows all special billing procedures for major accounts, including verifying correct POs are provided & entered into Workorders, work is accepted through customer portals, and amounts match approved work
• Manages overall job progress, ensuring field technicians are diagnosing problems within two hours of arrival at customer locations; makes recommendations for technicians to utilize the assistance of technical communicators in troubleshooting complex issues.
• Works with technicians to resolve problems making every effort to ensure he/she fully completes each job assigned.
• Establishes regular communication with account managers to resolve any ongoing issues with customers’ accounts.
• Works closely with the Parts Department to acquire correct parts and pricing and attached correct labor time to each repair.
• Schedules monthly preventive maintenance work to ensure PM completion rate goals are met.
• Monitors technicians’ timecards, maintaining accurate records for customer invoicing.
• Adjusts technician timecards in Tinnacity daily to correct and minimize unbilled or standby time.
• Reviews and submits technician payroll information to front office.
• Ensures technicians follow all work order procedures, keeping accurate time and parts on job, filling out PM checklists, obtaining customer signatures, closing out day, and completing jobs.
• Managing work in process to ensure all work orders are completed involved in a timely manner.
• Approves, codes, and processes jobs to ensure labor and parts detail are complete and accurate; reviews parts and labor captured on jobs and ensures jobs are closed out with accurate information in the system.
• Maintains professionalism on the job.

Additional Responsibilities:

• Schedules service vehicle repairs and PMs, coordinating with technicians.
• Regularly promotes and sells service products to customers, generating increased revenue.
• Produces both verbal and written quotes of repairs to be completed.
• Reviews completed jobs, edits descriptions, hours, etc.
• Bills workorders.
• Performs other duties of a similar nature as required.

Qualifications:

• High School Diploma or equivalent
• Automotive background and proven experience as a Service Writer (preferred)
• 1 – 2 years’ experience in a shop or service environment
• Geographic understanding of New York, New Jersey and Pennsylvania is a must
• Proficient in Microsoft Suite (Word, Excel, Outlook)
• Ability to work independently and to effectively prioritize demands and execute tasks
• Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner
• Excellent customer service skills
• Keen attention to detail
• Must be able to sit stationary for several hours at a time
• Is reliable and punctual in reporting for work as scheduled
• Valid Driver’s License