Service Writer

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 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.