What are the responsibilities and job description for the Service Writer (CMD) position at WP?
Scope of Work :
As a Service Writer you will serve as the first line in Customer Relations by scheduling Services for our valued customers. Waukesha-Pearce Industries delivers thorough attention to detail and customer satisfaction. The Service Writer will interact with Customers to build Customer loyalty and ensure confidence for Machinery Equipment safety and reliability. The successful candidate requires passion about taking care of the Customer and assisting them in having a pleasant and positive experience.
Primary Job Responsibilities :
- Promptly greet service customers in a friendly, welcoming and courteous manner
- Takes detailed notes with regard to customer's equipment issues.
- Verify customer has account or obtain credit and / or credit card information
- Scheduling service work
- Verify Warranty Status on Machine Equipment
- Check for Factory Campaigns
- Explain and implement repair options
- Explains terminology and the nature of work completed to customer
- Coordinate activities to ensure repair work is fixed during the first visit and in a timely manner
- Provide accurate estimates for all services and repair recommended
- Handle minor customer complaints with courteous, nurturing and tactful manner
- Setting, confirming and preparing for appointments with customers to expedite their service experience
- Determining Machine Equipment needs based on customer information and a Machine walk-around
- Producing work orders for customers with full transparency including cost and time estimates
- Communicating frequently with Managers / Forman and Parts Associates to ensure timely completion of work
- Follow-up with customers on the status of their equipment, based on how the Customer wants to be informed
- Perform other duties as assigned
Minimum Qualifications :
Requirements : Knowledge, Skills, and Abilities (KSAs)
Working Conditions and Physical Demands :
Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
