Service Writer – Automotive/Heavy Equipment/Retail
Edison, NJ 08837
 
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, requests 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 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

 
We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.
 
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