What are the responsibilities and job description for the Service Writer position at CraneWorks?
Description
Position Summary
The Service Writer will maintain accurate and on-time reports and records related to the service department operation. The individual will ensure all charges related to work orders are posted properly and closed in a timely basis. Vendor invoices will be filed and provided to AP with proper supporting elements as they are received.
Duties & Responsibilities
Qualifications & Skills:
Work is performed in an office environment, equipment shop environment, or job site. Noise, fumes, and chemicals associated with a shop environment is expected.
Physical Requirements
Position Summary
The Service Writer will maintain accurate and on-time reports and records related to the service department operation. The individual will ensure all charges related to work orders are posted properly and closed in a timely basis. Vendor invoices will be filed and provided to AP with proper supporting elements as they are received.
Duties & Responsibilities
- Open work orders as directed by the Service Manager and maintain control until closed and invoiced
- Handle repair order charges, warranty validation & claims coverages, calculating of charges, submission and follow-up
- Create and track purchase orders as directed
- Keep up to date with changes to PO amounts and any other info and provide to AP
- Develop cost estimates
- Track repairs and their causes, scheduling technicians and process warranties
- Maintain a clean and safe work area and cares for shop tools and equipment assigned to the technician
- Ability to safely operate equipment
- Follow all safety rules and regulations in performing work assignments
- Handle service department filing and records
- Update customer profiles using equipment, hours or other information from the customer work orders.
- Maintains accessories and supplies and prepares replacement orders for the Service Manager’s approval
- Assist in handling customer complaints and concerns
- Track damaged equipment and make sure the problem is corrected
- Estimate time to make repairs and schedules appropriate technician
- Greet customers immediately in a courteous manner
- Completes other duties as assigned
Qualifications & Skills:
- Must have good communication and customer service skill
- Effective written communication skills
- Experience working in a service department
- Ability to write and work on routine reports and correspondence
- Ability to negotiate customer complaints to a satisfactory resolution
- Experience with common dealership or point of sale computer systems
- Good computer skills
- Knowledge of office procedures
- Good organizational ability
- General understanding of mechanical/technical terms.
- High School Diploma or equivalent required
- Equipment service and maintenance experience preferred
- Valid Driver’s License with acceptable driving record
Work is performed in an office environment, equipment shop environment, or job site. Noise, fumes, and chemicals associated with a shop environment is expected.
Physical Requirements
- Prolonged periods of sitting at a desk and working on a computer
- Must be able to lift up to 50 pounds
- Must be able to climb on and off heavy mobile equipment safely
- Frequently walk on uneven surfaces, including natural ground in varying weather conditions
- Regular and predictable attendance is required
- None or infrequent
