Service Writer

Why Leppo?

Leppo Rents, a leader in the construction equipment sales and rental business, is dedicated to serving our customers’ equipment needs with the best products, the best support, and the best people available. We have been growing our coworker's careers since 1945 when our first store opened in Akron, OH. When you join Leppo, here are a few of the exciting things we can offer you:

• Medical, Dental, & Vision
• Company Paid Life Insurance/AD&D, STD, and LTD. 
• 401K Plan Match
• 7.5 Paid Holidays, 2.5 weeks PTO your first year, and parental leave!
• Wellness Incentive Program Clothing Allowance
• Product & Service Discounts
• Performance-Based Quarterly & Annual Bonuses
• Celebration Luncheons and Milestone Anniversary Gifts

Business Operating Hours/Schedule: Monday through Friday 7:30 am - 5:30 pm

Job Summary:

The Service Writer will be responsible for service and maintenance-related administrative duties associated with the service department. These duties include but are not limited to work order completion, technician time tracking, warranty recovery, and preventive maintenance currency. You are also responsible for scheduling, and maintaining files, processing service-related invoices, handling customer inquiries, and keeping the service department informed concerning service issues and general information.

Key Responsibilities:

1. Monitor & Review
   1. Allocate work assignments to technicians and ensure that work is performed following established procedures and quality standards.
   2. Monitor and review the progress of work orders, ensuring that deadlines are met and any issues or delays are promptly addressed.
   3. Monitor and/or work with management to monitor the technician working on customer’s equipment including their time management/efficiency, parts ordering, job completion times.
2. Administrative Tasks
   1. Maintain and update service records, including work orders, repair logs, and customer information, ensuring accuracy and completeness.
   2. Review invoices prior to closing work order.
   3. Invoice customer, internal, and warranty work.
3. Internal Support
   1. Communicate with internal departments and technicians to make sure everything needed is on hand to complete repairs.
   2. Demonstrate continuous effort to improve operations, decrease turnaround times, and streamline work processes.
   3. Ensure compliance with safety regulations and company policies, promoting a safe and clean working environment for both employees and customers.
   4. Other duties as assigned.
4. Customer Service
   1. Understand customer needs, communicate those to the team, and update the customer on any progress or changes along the way.
   2. Addressing customer inquiries in person, through email, or on the phone.
   3. Engaging with customers and acting as liaison for the service department.
   4. Contacting customers when additional work is required ensuring that work is authorized.
   5. Following-up on status of repairs to ensure units will be ready when promised.
   6. Advising customers of the status of repairs and any delays when required.

Education/Experience:

High School Diploma, GED, Technical or Trade School

Acceptable Driving Record

1-3 or more years of experience as a service writer or service advisor in a related industry is strongly preferred.

Knowledge of Service Department Operations and heavy equipment technology is strongly preferred.

Skills and Abilities:

Strong technical background.

Ability to Work in a Fast-Paced Environment

Must Possess Excellent Communication Skills

Advanced mechanical aptitude and working knowledge of tools

Strong diagnostic and repair skills for a variety of systems

Superior customer service and teamwork skills

Safety oriented.

Company Culture:

Leppo Rents, a leader in the construction equipment sales and rental business, is dedicated to serving our customers’ equipment needs with the best products, the best support, and the best people available. We continue to receive awards for the best products and best places to work year after year. We do so because as a coworker of Leppo, we are all guided by the Leppo Way:

1. We Will Meet Our Commitments
2. We Will Be Thorough
3. We Will Make Good Decisions
4. We Will Ask Questions

Equal Opportunity Employer:

Leppo Rents is proud to be an Equal Opportunity Employer. Applicants are selected without regard to race, ethnicity, creed, color, religion, sex, age, national origin or ancestry, disability, genetic information, veteran/military status, sexual orientation, gender identity, or other protected characteristics under federal, state, or local law.

This job summary is intended to be brief and does not list all the duties for this position. Nothing in this job description should be construed as an express or implied contract of employment. Leppo Rents is an at-will employer, which means that either party is free to terminate the employment relationship at any time, without any advanced notice, for any reason or no reason.