Service Writer

Position/Title: Service Writer

Department: Service Department

Reports To: Service Manager

Job Type: Full-Time

Role/Function: Work with Service Manager to open, assign, process and close all work orders. Ensure accuracy of billing on the work order before they are closed and invoiced. (Customer, warranty, internal)

Duties & Responsibilities:

§ Answer incoming phone calls with positivity and a customer-friendly tone. Manage phone calls with Service Manager.

§ Return all customer phone calls by the end of same business day.

§ Ensure the accurate charges are applied to each work order repair and edit work type codes as needed.

§ Confirm ancillary charges are applied to each work order. Ensure labors status codes are correct.

§ Ensure all warranty repair work orders are submitted to Empire Tractor Warranty Administrator for processing within 7 business days of last date of labor on work order. Populate Empire Tractor Warranty Sheet.

§ Complete weekly service department filing and archiving activities, including work order and repair records.

§ Understand how to utilize all vendor online resources relevant to service materials.

§ Assist Service Manager and service technicians as needed with identifying and printing service bulletins for product repairs, warranty repairs, and technical vendor product improvements.

§ Work with Service Manager to communicate the diagnosis of additional repairs needed on customer repair work.

§ Monitor repair completion processes in shop to ensure the timely closure of all work orders. (Target work order closure: Close work orders within 10 days after the last date of labor punch).

§ Update customers with equipment repair status and costs.

§ Discuss and review payment methods with customers prior to release of any repaired equipment.

§ Review each work order as submitted by technicians for completeness, accuracy. Confirming the repair notes justify the labor involved for the repair segment. Ensure the CCCC story is complete on all work orders. (Complaint, Cause, Correction & Casual part numbers)

§ Work with Service Manager to maintain a clean and professional looking service department and office.

§ Arrange the delivery of all customer equipment purchases.

§ Ensure appropriate ET sales team/sales persons are aware of all product deliveries to ET customers.

§ Perform other service department and clerical office responsibilities as identified by Service Manager.

§ Work with Service Manager to maintain and adjust scheduling of jobs, follow up on ordered parts for service work orders, and ensure all jobs are followed through smoothly to completion.

§ Communicate with professionalism to all Empire Tractor customers, staff and vendors.

Position Expectations:

As one of the most visible members to the public, this role must represent Empire Tractor with the utmost professionalism and treat everyone outside of Empire Tractor as a potential customer. Safety must be on the forefront of every decision.

• The Position Description describes the expectations of this role. The attitudes, actions and activities performed by all personnel are the foundation of our business. It starts with you!

Job Type: Full-time

Pay: $18.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Day range:

• Monday to Friday
• Rotating weekends
• Weekends as needed

Shift:

• 8 hour shift

License/Certification:

• Driver's License (Required)

Ability to Relocate:

• Cortland, NY 13045: Relocate before starting work (Required)

Work Location: In person