Description

Position: Full-time

Hours: Monday-Friday / 8:00AM-5:00PM

Pay range: $26.00-$30.00 based on experience

Job purpose

The Service Writer proactively and reactively coordinates repairs for the fleet. This includes initiating services and repairs by ascertaining performance problems and services requested/required. The service writer verifies warranty and service contract coverages, develops estimates, plans technicians, schedules outside vendors, reviews and completes repair orders.

Duties and responsibilities

• Able to perform the duties of the Service Writer, as required.
• Manage and mentor all Service Writers to accomplish job responsibilities.
• Daily review of all outstanding repair orders with staff to ensure accountability and troubleshooting support
• Review PM, Internal DVIR, and Fault Codes DAILY with Service Writers to make sure units are addressed timely

Internal Shop Activities

• Regular Attendance & Punctuality.
• Communicate with internal departments (example: Dispatch, Financial Services), as necessary.
• Answer general repair order questions for service writers to accurately finalize within 24 hours max of completion.
• Answer general invoice questions for service writers to accurately close invoices.
• Understand and explain estimates to the customer immediately within prescribed variances.
• Adjust invoices or estimates within specified limits.

Outside Vendor Activities

• Monitor the scheduled offsite work each day for PMs, breakdowns, and DVIRs reported.
• Follow-up with outside vendors about outstanding scheduled repairs.
• Compile repair details in the Transman software for onsite units and road service trucks.

Warranty Activities

• Review and manage warranty claims as required:
  • Open the claim.
  • Track & process the claim.
  • Follow up on warranty claims and shortages that require additional information/parts/pictures.

Driver Support Activities

• Provide rotating week and weekends on call coverage (company cell phone provided or reimbursement). 
• Answer incoming calls in a professional manner and return all customer calls prior to close of business each day.
• Follow up to completion on all incoming inquiries.
• Knowledgeable and complies the Safety, ELD, and CSA communications with drivers.
• Understand driver operations and work completed within the daily driver functions.

Benefits:

• Meritain Aetna, (offer 2 different health plans)
• Company Sponsored HRA Card
• Excellus Dental
• Excellus Vision
• Colonial Voluntary Supplemental Benefits (accident, disability, medical bridge, cancer)
• 1x annual salary Life Insurance Policy
• Unum- voluntary life insurance 
• Pet Insurance / Pet Discount Program
• EAP- Employee Assistance Program
• Profit Share Program
• 401K and Company 401K Match
• PTO- Paid Time Off

Qualifications

Qualifications

Required

• Experience as a Service Writer (5 years).
• High School Diploma; associate degree preferred.
• Mechanical/technical knowledge.
• Ability to multi-task.
• Attention to details.
• Self-motivated/team player.
• Must pass a post-offer, pre-employment drug test and agree to companies drug free workplace policies.
• Ability to pass DOT drug screening and background check. 
•  Professional image and attitude with all customers – representing KTC at all times.
• Experience with specialized knowledge in the heavy duty, tractor, and trailer field.

Preferred

• Adept and proficient at Transman, TMW, and all required Microsoft Suite tools used.

Physical requirements

• Able to sit for long periods of time, use hands, or reach with hands and arms; walking short distances is required.
• Able to read, write, talk, and hear.
• Able to lift/move up to 75 lbs.
• Repetitive tasks with few breaks.
• Exposed to various extreme elements such as noise, dust, dirt and debris.