Service Writer/ Truck Coordinator

 Safety

• Promote the Safety Culture of Agri-Service.
• Attend all safety training both in person and virtual.
• Advocate and exemplify safety and safe working habits using proper safety equipment not limited to hand, face, ear and eye protection. (PPE) 
• Follows company safety policies and procedures on the jobsite, promotes safe behavior with our customers.
• Maintains a clean office environment.
• Ensures Service vehicles/industrial vehicles/cranes are inspected as required.
• Ensures equipment under repair is in a zero-energy state before servicing (Lock out Tag Out).
• Handles chemicals in accordance with the Safety Data Sheet (SDS).
• Assists in Job Hazard Analysis (JHA) of location and equipment, looks to eliminate or reduce potential hazards.
• Identifies potential safety concerns on all makes and types of equipment through walk around inspections and makes corrections as needed.
• Communicates with Safety Liaison to identify and address safety concerns. 

 Essential Functions

• Assist service department manager/foreman in maintaining an efficient department with a high degree of customer satisfaction.
• Open and close all customer paid and internal repair orders including proofreading with a high degree of accuracy.
• Open and assist with all phases of warranty work orders including proofreading with a high degree of accuracy.
• Follow procedures for quick and efficient handling of warranty items, including tagging and proper storage of warrantable materials.
• Schedules trucks and drivers for pickup and delivery of equipment based on priority.    
• Serve as the main point of contact between drivers, customers, and internal teams. Facilitate clear and effective communication to address any issues or updates promptly.
• Monitor Trucking routes and adjust schedules as needed to accommodate changes or address delays.
• Track and evaluate the performance of drivers and trucking operations. Implement improvements and adjustments to enhance efficiency and service quality.
• When necessary, estimate costs and completion times at point of sale and clearly communicate them to the customer.
• Review work in progress to ensure quality and timeliness.
• Become familiar and efficient with all phases of the computer system for the operation of the service department.
• Work with parts employees to secure parts for the technicians in the field.
• Help distribute work to the technicians and verify timecards.
• Greet customers immediately in a courteous and friendly manner.
• Manage telephone calls quickly and courteously.
• Occasionally reach out to customers by phone to see if they have service needs.
• As needed, assist with collection of payments.
• Notify customers of any changes, delays, or additional work needed.
• Manage customer complaints reasonably and with a positive attitude.
• Maintains good working relationships with staff and other departments.
• Works within and promotes corporate vision, mission, and values of the organization.
• Perform other duties as assigned

Knowledge, Skills, and Abilities

• Knowledge and use of Microsoft computer products or other comparable systems required.
• Proven skills in written and verbal communications, leadership and interpersonal relationship building.
• Proven customer service and conflict resolution skills.
• Organized with strong planning, time management and efficiency in work completion.
• Ability to set and manage priorities.
• Strong attention to detail and accuracy.
• Must be a self-starter and able to work without supervision.

EDUCATION AND EXPERIENCE:

• Proof of high school diploma or General Education Degree (GED).
• Three years’ experience working with and dispatching heavy trucks.
• Valid driver's license and acceptable driving record required.
• Must be able to communicate in English (speak, read, comprehend).
• Competent in using computers and programs such as Work, Excel, and Outlook.
• Prior administrative experience required.
• Knowledge of service work, dealership and/or agriculture desired but not required.

Physical Requirement

• Must be able to sit for long periods of time along with walking, standing, climbing stairs, reaching pushing, pulling, leaning, and twisting.
• Must be able to lift 50 lbs.