Aftermarket Service Writer

Who We Are

We provide certainty in an uncertain world by delivering engine and generator power solutions our customers can rely on. We are people-focused, family-first, and passionately driven to build strong relationships, share knowledge, and establish confidence. We are consistent, resourceful problem solvers, dedicated to supporting people inside the organization and out. We develop products that are built to last by developing people that never stop learning. As an independent company for over 40 years, were not like our competitors. We do things the Loftin way, which means an unwavering commitment to doing whatever it takes to deliver the best power solution, every time.

Who You Are

You are a reliable, customer-focused problem solver. You effectively communicate, and listen, through cooperation and teamwork. You are always looking to improve whether learning something new or seeking ways to promote better quality. You are driven to do what it takes to get the job done!

Mission:

The Service Writer serves as the key liaison between LEC Technicians and customers, ensuring timely, accurate service proposals for both routine and urgent repairs. This customer-facing role focuses on enhancing communication, building rapport, and addressing service needs through clear, precise documentation. The Service Writer manages the full-service transaction lifecycle, generating accurate quotes, including pricing, part numbers, and quantities, while ensuring prompt delivery to customers. As the primary point of contact, the Service Writer resolves inquiries, maintains consistent communication, and ensures a seamless, positive customer experience throughout the service process.

Obsessions:

• Expand the reach and capabilities of Loftin by selling quoted service repairs within the assigned AOR.
• Work with Technicians to identify needed information (or clarify provided information) to be able to provide quoted repair estimates in a timely fashion focusing on detail and accuracy.
• Assist Service Sales Managers with requests for equipment/part look-up for Service Sales Quotes.
• Utilize all Loftin mandated tools and provide mechanisms to track progress towards goals.
• Always become and embrace the role of advocate for the customer.
• Constantly provide excellent customer experience.
• Ensure parts selected on the quote are accurate and always eliminate unnecessary return visits.
• Working in unison with assigned technicians, act as the main point of contact for the customer throughout the lifecycle of the transaction.

Expectations: To perform this job successfully, an individual must be able to perform each of the following expectations satisfactorily.

Daily

• Document and analyze information in order to properly develop customer plans.
• Identify needs of customers and establish programs/offerings to meet their needs.
• Work alongside teammates and aid as needed within the Estimating Department, Service Writing Department, and the Service Sales Department.
• Build internal and external business relationships vital to the success of the organization.
• Respond to and resolve and/or escalate issues in a timely manner.
• Understand customer dynamics and adapt to facilitate a positive outcome

Weekly

• Create and maintain all documentation pertinent to interactions, quotes provided, quotes won, overall conversion rates, re-quoted jobs, and obstacles.
• Identify opportunities for customer expansion and make recommendations for sales initiatives, programs, products, or added services.
• Enhance department and organization reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments and/or meeting customer demands/requirements.
• Utilize company tools to track progress, areas for improvement, expansion into alternative environments (areas), and potential new future business.

Monthly

• Provide sales updates to all stakeholders of the department (internally), as well as required updates to senior leadership.
• Provide monthly reports based on data collected weekly as identified above.
• Provide and communicate any obstacles or needs proactively.

Quarterly

• Assimilate and communicate status updates regarding all current sales as well as those in the pipeline.

Ad Hoc:

• Other duties and projects as assigned.

Success Metrics:

Most Critical Outcome: Decrease the response time, increase the accuracy, and decrease the customer confusion throughout the service/repair lifecycle.

Additional Measurements:

• Achieving 50% or greater on all established sales targets.
• Ensuring an overall ELITE customer experience and meeting customer expectations.
• Consistent Customer Satisfaction rating at or above Average.

Qualifications/Experience/Education:

• 3 years of service writing and/or parts look-up experience, preferably within a similar industry, demonstrating the ability to manage complex processes and contribute to business growth.
• Associate’s degree in business, Accounting, or a related field, or an equivalent combination of relevant work experience, showcasing a strong educational foundation and practical expertise.
• Strong business acumen, coupled with a broad understanding of core business principles, enabling effective decision-making and the ability to drive results within a fast-paced environment.
• Exceptional analytical and problem-solving skills, with an impeccable attention to detail, ensuring that challenges are addressed thoughtfully and systematically to achieve optimal outcomes.
• Strategic mindset, with the ability to set clear, actionable goals and lead the implementation of process improvements that contribute to long-term success and efficiency.
• Customer driven approach placing the needs of the customer at the pinnacle of the project, offering solutions to their problems.
• Highly competent in the use of Microsoft Office 360 and other Microsoft products/systems. Strong technical aptitude, including ability to learn new systems quickly and train/support team in adoption.
• Must be able to successfully pass a background investigation and drug screen.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must frequently lift and /or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required by this job include color vision, close vision, distance vision, depth perception, peripheral vision, and ability to adjust focus.
• Must be able to regularly talk or hear.
• The employee is frequently required to sit, use hands to finger, handle, or feel; reach with hands and arms.
• The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl.

Comp & Benefits:

We offer a comprehensive compensation package. This includes benefit offerings you’d expect to see at a large company, all designed to help you take good care of yourself and your family. The benefits include:

• Choice of two subsidized Medical plans – PPO, and HDHP/HSA options
• Health Care and Dependent Care Flexible Spending Accounts
• Subsidized Dental and Vision plan
• Traditional 401(k) and Roth 401(k) plans, with an immediately vested dollar for dollar (up to 4%) employer match
• Disability – short-term & long-term, 100% employer paid
• Basic Life/AD&D, 100% employer paid
• Voluntary Life/AD&D available for employee, spouse and children
• Voluntary Critical Illness and Accident coverage
• Voluntary identify theft protection coverage
• Vacation and Paid Sick Time
• Paid Holidays
• Tuition Reimbursement

At Loftin Equipment Co., we don’t just accept difference — we embrace it, welcome it, and recognize the value it brings to our customers and employees.

Loftin Equipment Co. is proud to be an equal opportunity workplace. Equal opportunity and consideration are afforded to all qualified applicants and employees. We won’t discriminate based on, Veteran status, race, religious beliefs, national origin, age, gender, pregnancy, physical or mental disability, sexual orientation, or any other category protected by law.

Further, Loftin Equipment Co. is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and state disability laws.

Preferred method of response is via our Careers page (https://www.loftinequip.com/careers/)

Power As A Certainty Since 1976