Service Writer

Description

JOB TITLE: Service Writer                                                        REPORTS TO: Supervisor

EXEMPT: No                                                                              DEPARTMENT: PAR  

SUMMARY:  The Service Writer will use independent judgment to physically inspect inbound and outbound equipment at assigned Pacific Ag Rentals branch.

The Service Writer will ensure excellent service to both external and internal customers (i.e.– Service Manager, Shop Supervisor, Invoicing Supervisor, etc.) through the timely and accurate delivery of equipment condition information, including missing, broken or damaged parts on outgoing or incoming equipment.

The Service Writer will also receive, gather information and communicate external customers’ needs for field equipment repairs, referring them first to the Service Manager, Transportation Director, then to the sectional Vice-president, when appropriate. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Operations:

• Physically inspects inbound and outbound equipment
• Takes digital photos of inbound and outbound equipment and inputs, organizes and manages images in the computer system
• Ensures that in-house labor and replacement costs are captured and entered so that proper invoicing can occur

Customer Service:

• Timely monitors equipment check-in and check-out procedures to ensure equipment inventory is accurate
• Actively and aggressively looks for missing, broken or damaged equipment to help lower business costs
• Communicates with customers in either written or verbal forms in a clear, professional and efficient manner
• Assures that customer field service needs are quickly, effectively and seamlessly handled
• Processes customer orders and quotes as related to equipment rentals, expertly resolves negotiations and issues

General Requirements:

• Establishes and maintains effective channels of communications with management, coworkers, vendors and all other business contacts
• Uses equipment and materials in a safe and acceptable manner, follows established safety procedures, uses appropriate safeguards, and observes common sense rules of safety in all on the job activities
• Conducts self in a manner reflecting positively on PAR and STAR and encourages others to do the same

• Is organized, independent and self-motivated, enthusiastic, dependable, detail oriented, flexible in scheduling and prioritization, and driven by excellence
• Demonstrates proficient written and verbal communication skills, including accurate grammar and business correspondence

• Prioritize tasks in accordance with changing deadlines and priorities to ensure positive outcomes
• Ability to multitask

• A belief in working as a cohesive team
• Proactively seek and participate in available company sponsored training, in an effort to develop and advance knowledge base and skill set

• Participate in all company/location driven communication efforts, including open book meetings, huddles, department meetings and other related efforts
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and outstanding customer service
• Maintain an organized work environment
• Present a neat, professional appearance
• Arrive at work at scheduled time, including being prepared to work on time after breaks and meal periods
• Maintain a valid driver’s license and a good driving record (if authorized to drive by HR Manager)
• Must be eligible to be added to company insurance
• Perform all other duties as assigned by management in a professional and efficient manner

Qualifications

QUALIFICATION REQUIREMENTS

Education and/or Experience: 

• At least 2 years of experience in a similar work environment with a proven track record of successful logistics, effective decision-making and excellent people management skills

Computer Skills:

• Must be computer literate in Microsoft Office Suite

Language Skills:

• Bilingual English / Spanish

• Ability to respond to basic inquiries and present information effectively to customers, co-workers, and management verbally and in writing

Mathematical Skills:

• Ability to apply math concepts to practical situations

Reasoning Ability:

• Ability to define problems, establish facts, and draw valid conclusions

WORKING CONDITIONS: Working conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

ENVIRONMENT:

• Work time is split between the office, shop and yard in a variety of weather
• Regular time is spent in the yard
• Noise level in the work environment is usually medium

PHYSICAL DEMANDS:

• Occasionally: Drive, sit, bend, twist, push, pull, climb, squat, crawl, kneel, reach above the shoulder, climb or balance; stand and walk; grasp with hands and fingers, handle tools, see (including close vision, distance vision, peripheral vision, depth perception), hear and speak, lift up to 100lbs

MACHINES, TOOL AND EQUIPMENT:

• Seldom (1–5%): machines and tools
• Occasionally (6-33%): _____________________
• Frequently (34-66%): ______________________
• Continuously (67-100%): computer, telephone, forklifts, tractors

TRAVEL:

• This job requires routine travel within close proximity of regular assigned work locations