Service Writer/Advisor

Introduction:

Truck & Equipment Corp.

Truck & Equipment Corp. is a Mack truck, Hino truck, and Capacity yard tractor dealer located in Harrisonburg, Virginia. The company offers sales of new and used trucks, leasing, parts, service, body shop, trailer shop, radiator shop, fuel injector testing, diesel fuel injection shop, and wash-bay services.

We have opened up a second Capacity dealer location in Winchester, VA. We also provide all makes truck parts and service through Winchester.

We strive to give the absolute best customer service and support by offering a large inventory of parts. The service department has factory certified technicians on site to diagnose and repair your truck to get you back on the road. There is not a job to small or too large for the body shop or trailer repair shop.

Functional Role:

The role of the Service Writer is to schedule appointments for customers and in-house work, by maximizing the efficiency of the service department and its mechanics. To provide customer service by answering customer’s questions concerning problems with their vehicle and to keep them informed of the status of their vehicle while it is being repaired. To go on test rides when needed to better understand what the customer’s problem is. To properly fill out RO’s with all the necessary information to enable the mechanics and warranty writers to complete their job. To communicate with the parts department as to special order parts and the return of said parts when there is a change in customer requirements.

Basic Functions Include:

-Setting up customer appointments.

-Exceeding the established customer service goals.

-Properly fill out all RO’s for mechanics and warranty writer.

-Make determination as to warranty work.

-Assign a fixed time to RO’s using established standards.

-Monitor mechanics as to time on jobs.

-Track comebacks

-Reconcile RO’s on weekly basis

-Use NV Assist to set up all work orders and log all new orders electronically

-Ensure customer notification on special parts orders.

-Contact customers on the status of their vehicle and if required upon the completion of the repair order

Reporting Relationships:

The Service Writers report directly to the Service Manager. The service mechanics report to the Service Writer for their schedules and fixed time allocations.

Requirements:

Education:

High School Diploma required. Some college business training preferred.

Experience:

At least five years of customer service experience, preferably in thetruck repair and servicing industry.

Skills & Knowledge:

The ability to communicate with a customer and to deal with adversarial situations while maintaining a cool composure. Effectively schedule multiple appointments with multiple mechanics to maximize the optimum usage out of each mechanic. To perform basic math functions. To possess basic sales ability. Have a basic understanding of automobiles.

Physical:

Body Positions: Sitting, standing, kneeling, crouching and stooping.

Body Movements: Turning head and torso, bending and flexing arms, wrists, and fingers, use hands to feel objects, reach with hands and arms and lift or move 30 lb.

Body senses: Must be able to see and hear, have full power of speech as well as communicate on the phone with customers and associates. Must be able to see to read correspondence and related material and reports and have specific vision. This including close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Mental:

Language: Must be able to read and write in English well enough to read and prepare reports, generate computer reports, and communicate effectively peers, customers, and outside associates.

Mathematics: Must be able to calculate gross profits and margins. Complete routine arithmetic computations well enough to check invoices, repair orders, track trends and schedule times.

Working Conditions:

-The Service Writer works both indoors and out, moving about the shop and parts departments to communicate with mechanics, salespeople and customers. Weekend, evening, and holiday hours may be required.

Duties & Responsibilities:

The Service Writer has multiple duties and responsibilities as follows:

-To meet and greet customers in a polite manner

-To remain calm and professional with all customers

-To effectively schedule appointments to utilize the mechanics for the most optimum times.

-To assign fixed times to all RO’s.

-To monitor mechanics as to their times on a RO.

-To ensure special parts orders are forwarded to the parts department.

-To follow up on special parts orders with the customer. To have those parts installed on to the customer’s vehicle as soon as possible.

-To track comebacks.

-Properly fill out all RO’s so the mechanics and warranty writer can perform their duties without delay.

-Reconcile RO’s on a weekly basis.

-Use NV Assist to set up all new work orders electronically

-To attempt to up-sell when an opportunity is presented.

-To receive deposits on special order parts.

-To handle customer complaints or concerns as they apply to your Repair Orders

-Perform other duties as directed by the Service Manager

Accountability & Measurement:

Performance standards for this position are met when:

-Mechanics are maintaining an average of ____% utilization of work hours.

-Special parts orders are resolved within 30 days of part arrival.

-All RO’s are completed correctly with all information by the mechanics and warranty writer.

-All RO’s have a fixed time allocation before mechanics completes job.

-Customers are being contacted and scheduled on an up-sell when the mechanic or Service Writer finds an opportunity.

-All completed RO’s are closed out.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance

Shift:

• 8 hour shift

Work Days:

• Monday to Friday

Work Location: In person