Service Writer

Job Description

The general purpose of the Service Writer position is to act as first contact for customers, which includes internal customers, whether on the phone, in person or email. The Service Writer will also perform customer service duties in the Service Department including preparing quotations for customers, doing appraisals of equipment, and other miscellaneous duties. May also coordinate with foreman and mechanics to schedule work.

This position will be located at the Bloomington, MN branch for Aspen Equipment and reports to the Operations Manager.

ESSENTIAL JOB FUNCTIONS :

Walk-In Customer ServiceImmediate scheduling of shop / field service workCheck in vehicle upon its arrivalAnswer customer questions (i.e. scheduling new jobs, update existing job status, providing general information about Aspen service)Follow up on work already performed : answer questions, reschedule if unit must returnEstimate / quote request for future workPre-Scheduled Customer Service

Capture data in EBS Dispatch : customer, make, model, S / N, work needed / description of problemSchedule work in dispatch, based on available Service MechanicsSchedule Field Service Mechanics, when applicableCreate work ordersCheck in vehicles upon arrivalSupport service jobs as follows : Provide parts as determined by Service MechanicProvide required schematics and troubleshooting materialProvide original job info as needed / availableEstimate / quote request for work if required by customer, including parts & labor neededCommunicate estimate and schedule service with customerOrder parts as identified by Service Mechanic - work with vendors and create parts ordersCheck parts status daily / weekly as job progressesOngoing follow up with Service Mechanic as job proceeds - keep jobs on schedule, up on budgetCommunication with customers - updates on job progress, update and review any changesUpdate standard job segments / tasks as appropriateInvoice jobs : a) verify correct labor applied, b) review job / update description of work performed, c) verify proper parts applied, d) return unused parts and Submit Warranty claims when applicableFollow up with customer within two days to verify that work was to customer's satisfactionProcess parts returns as neededOther Duties

Function as back-up for product support during high volume periodsPerform other job-related duties assigned by management.JOB REQUIREMENTS :

Basic math skillsStrong communication skillsStrong customer service skillsBasic computer skillsAbility to accurately use tape measure and caliperMechanical Aptitude : Ability to understand fundamentals of mechanical systems as related to the commercial truck industryHigh School Diploma with relevant experience preferred.HEALTH & SAFETY REQUIREMENTS :

Perform job functions in a safe manner.Wear all Personal Protective Equipment (P.P.E.) required by Company policy for the job being performed.Know and follow established job specific and facility wide safety and health procedures and rules.Actively participate in safety and health training and demonstrate competency based on training received.Bring safety and health issues, unsafe acts, and safety suggestions to management's attention or correct those you can.

WORKING CONDITIONS :

The physical demands described 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.

This position will work in a normal office environment with exposure to the shop floor as required. May have exposure to elements such as extreme temperatures and various weather conditions, dirt, dust, fumes, smoke, unpleasant odors and / or loud noises. While performing the duties of this job, the employees is occasionally required to sit, climb, balance, stoop, kneel, crouch or crawl. There is frequent lifting and / or moving of up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color and peripheral vision, depth perception and ability to adjust focus.