| Position Title: | Service Writer |
| Reports to: | Service Manager |
| Location: | Ottawa, KS |
| FLSA Classification: | Non-Exempt |
| Employee Status: | Full Time, Permanent |
| Last Updated: | February, 2013 |
Purpose:
The Service Writer assists the Service Manager in administrative duties of the Service Department. He/she has key customer-facing responsibilities, as well as is typically responsible for paperwork flow in the department. Additional duties can be in assisting the technicians with questions and communicating with parts personnel and the warranty department, as well as facilitating trucking and wash bay operations.
Job Responsibilities (ranked in significance):
- Company Values: Ensures all company values are adhered to and promoted. This would include leading by example and participation in employee recognition programs.
- Customer Service / Interaction: Responsible for answering inbound customer calls and greeting walk-ins and taking care of their needs. Calls customers as needed to clarify work instructions, communicating status of repair, informing customers of additional work required and upselling customers as appropriate. Ensure customers are called prior to invoices mailed, and minimize any surprises or concerns on work performed.
- Work Scheduling and Processing: Organizes job scheduling for the most efficient performance of the department. Ensure all paperwork is completed in a timely and accurate manner, including warranty related documentation. Flat rates jobs, opens and completes work orders as required.
- Technician Assistance: Assists technicians with paperwork, computer usage, warranty descriptions and issues, local technical assistance, and vendor technical inquiries (Asist)
- Trucking Operations / Wash Bay (if applicable): Responsible for the efficiency and safety of trucking operations, including optimum scheduling, customer satisfaction with service, and fleet maintenance. Schedules pickup and delivery of equipment for repairs, sales, and trades. Responsible for prioritizing work through the Wash Bay and billing those eligible jobs.
- Customer Satisfaction: Helps ensure high level of customer satisfaction as measured by customer surveys, feedback from calling customers on billings, customer events and interactions, and random customer contact. Take effective action in a non-confrontational manner, to resolve any customer questions or issues that occur.
- Retail Operations: Helps Service Manager in ensuring location is staffed appropriately for all weekday, weekend, and afterhours support. Assists Store Manager as needed in overall facility maintenance and upkeep.
- Facility Management / Safety: Helps Service Manager in keeping shop and office areas clean and orderly. Assist in the repair and purchase of tools, shop items. Ensure a safe environment for all employees, helping to ensure employees follow safety practices in the department, and appropriate safety training is periodically conducted. May assist with ensuring all shop vehicles are clean and maintained per guidelines.
- Personal Development: Stay current with education of new products, vendor / warranty requirements and processes.
- Communications: Ensures good communication with all location personnel, particularly technicians, service writers, salespeople, parts personnel. Ensure good feedback to parts personnel on stocking levels, and sales personnel on equipment status and priorities.
- Policy / Procedures: Ensures Service Manager in ensuring compliance with all policies / procedures.
Requirements:
- Minimum 3 years' experience in a service department, preferably as a technician in an agricultural dealership.
- Appropriate vocational education required; degree and certifications preferred.
- Solid diagnostic and problem solving skills required
- Strong communication and interpersonal skills with customers and employees required.
- Expertise with computer systems, including MS office and internet-based applications
- Ability to work extended hours during the week and on weekends
- Ability to travel to company meetings and training events as needed
Acceptable Motor Vehicle status, with current driver's license
Benefits:
- Medical/Dental/ Vision Coverage
- Health Savings Plan
- Life and Disability Insurances
- AFLAC
- Flexible Spending Account
- 401K Match and Profit Sharing
- PTO-Personal Time Off
- PTO-Annual Holiday (32 Hours during Thanksgiving and Christmas Holiday Season)
- Paid Holidays (6)
- Bereavement Pay
- Wellness Plan
- Uniforms
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