Service Writer / Administrative

Description

Parallel Ag proudly carries AGCO farm equipment plus a full line of parts to help all farming operations. With well-known brands such as Fendt, Massey Ferguson, Manitou, Gleaner, and more, you won’t find a more extensive inventory of field-ready equipment. Customers come to depend on Parallel Ag to get any job done and we are looking to add a highly motivated Service Writer to our team!

Summary:

The Service Writer position assists the Service Manager with the administrative portion of customer service care within the service department.  This position is responsible for ensuring the accuracy of all repair orders (ROs) throughout the life cycle of the repair order.  This position handles adding new customers, adjusting technical time on the ROs, collecting payment from customers as they come in or with COD payments.  The position will maintain both internal and external customer relations and support the work of the other departments in the dealership as requested.  

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Ensure quality of open ROs; all information is correct and/or updated accordingly.  Including but not limited to:
  • Reviewing customer account information
  • Ensuring all equipment information is documented on the RO
  • Assisting techs or manager with descriptions of the failure or service needed
  • Ensures that the proper condition and labor codes has been recorded on the RO
• Prepare invoices and finalizes the transaction with the customer, then closes the RO.  This is not an all inclusive list but is the main items that must be reviewed for quality control of the RO:
  • Type in the information pertaining to the failure or service needed
  • Verify type of repair
  • Ensure meter readings are included
  • Verify that each machinery condition is ready to settle
  • Close each condition separately
• Maintain and follow-up open ROs
  • Weekly check work in progress (WIP) to determine the status of the RO
  • Search and update old ROs, ensuring they are not lost in the system
• Assist Service Manager with other administrative duties such as but not limited to:
  • Researching technician's time to ensure accuracy and readiness for payroll processing
  • Updating customer information as necessary
  • Filing records
  • May assist in running reports

Qualifications

Experience, Education, Knowledge, Skills, and other Requirements:

• Prefer High School Diploma/GED, Associate's or higher degree
• Prior Service Writer experience is preferred 
• Proven ability to establish and maintain positive working relationships with co-workers and customers
• Ability to manage the completion of duties in a timely manner
• Must be able to work overtime as needed
• Display a high level of initiative, effort, and commitment towards completing work efficiently
• Must be able to multi-task
• Demonstrate excellent customer service abilities
• Be knowledgeable with Microsoft Excel, Google Docs, and basic computer functions

Physical Requirements:

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.

While performing the duties of this job, the employee is regularly required to speak and communicate effectively.  The employee frequently is required to stand, walk, use hands to finger, handle or feel and reach with hands and arms.  The position requires standing, walking, sitting and bending all day.  It may require kneeling, stooping, crouching, crawling and climbing on occasion.  The employee must frequently lift and move items over 15 lbs.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Position Type/Expected Hours of Work:

This is a full-time position.  Days and hours of work are Monday through Friday, 8:00 am – 5:00 pm.  Occasional evening and weekend work may be required as job duties demand.

Additional Notes:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice,