What are the responsibilities and job description for the Service Writer/Advisor position at Equipment Source Inc.?
The Service Admin plays a critical role in ensuring smooth service operations, providing exceptional customer support, and coordinating repair processes to maximize efficiency. Acting as a liaison between customers, technicians, and parts staff, this position involves managing service requests, creating accurate estimates, and handling warranty claims. The Service Admin is responsible for clear documentation, workflow management, and maintaining positive customer relationships, ensuring high standards of service delivery in a fast-paced, customer-focused environment.
Primary Responsibilities
Customer Service & Communication
- Build and maintain positive customer relationships by listening actively to service issues, providing clear explanations on repair options, and managing expectations regarding equipment return timelines.
- Engage customers professionally by explaining warranty provisions and exclusions, obtaining approval for service estimates, and addressing any questions or concerns.
Repair & Maintenance Coordination
- Ascertain service needs by analyzing customer descriptions of symptoms, reviewing equipment maintenance history, and assessing scheduled service records.
- Develop and communicate detailed cost estimates, including materials, supplies, labor, and deductibles, for customer approval.
- Ensure thorough and accurate repair order (RO) documentation by recording symptoms, problems, diagnostics, repairs, and parts used, maintaining organized records in the service database system.
Warranty & Record Management
- Review and verify warranty and service contract coverage, manage warranty claims, and maintain all warranty records.
- Complete weekly Work in Progress (WIP) reporting, coordinating closely with the manager to keep accurate, up-to-date service information.
Administrative & Operational Support
- Facilitate the flow of service operations by coordinating will-call with parts staff and assisting in parts research to support accurate inventory and timely repairs.
- Support shop operations by contributing to workflow planning and organizing as necessary parts and equipment.
- Maintain an organized, clean showroom environment, contributing to overall store presentation and cleanliness standards.
Safety & Compliance
- Adhere to and promote health and safety protocols to ensure a safe environment for customers and team members.
- Identify potential safety or maintenance issues and promptly communicate them to management.
Continuous Learning & Development
- Stay updated on equipment and service advancements by reading manufacturer publications and attending training as assigned.
Job Type: Full-time
Pay: $23.00 - $28.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
Shift:
- 8 hour shift
- Day shift
Work Days:
- Monday to Friday
People with a criminal record are encouraged to apply
Work Location: In person
Salary : $23 - $28