What are the responsibilities and job description for the Service Writer Job at The Manitowoc Company in BLOOMINGTON position at The Manitowoc Company?

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 Service

Immediate scheduling of shop / field service work
Check in vehicle upon its arrival
Answer 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 return
Estimate / quote request for future work

Pre-Scheduled Customer Service

Capture data in EBS Dispatch : customer, make, model, S / N, work needed / description of problem

Schedule work in dispatch, based on available Service Mechanics

Schedule Field Service Mechanics, when applicable

Create work orders

Check in vehicles upon arrival

Support service jobs as follows :

Provide parts as determined by Service Mechanic

Provide required schematics and troubleshooting material

Provide original job info as needed / available

Estimate / quote request for work if required by customer, including parts & labor needed

Communicate estimate and schedule service with customer

Order parts as identified by Service Mechanic – work with vendors and create parts orders

Check parts status daily / weekly as job progresses

Ongoing follow up with Service Mechanic as job proceeds - keep jobs on schedule, up on budget

Communication with customers – updates on job progress, update and review any changes

Update standard job segments / tasks as appropriate

Invoice 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 applicable

Follow up with customer within two days to verify that work was to customer’s satisfaction

Process parts returns as needed

Other Duties

Function as back-up for product support during high volume periods

Perform other job-related duties assigned by management.

JOB REQUIREMENTS :

Basic math skills

Strong communication skills

Strong customer service skills

Basic computer skills

Ability to accurately use tape measure and caliper

Mechanical Aptitude : Ability to understand fundamentals of mechanical systems as related to the commercial truck industry

High 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 employee 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.

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Service Writer Job at The Manitowoc Company in BLOOMINGTON

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