SERVICE WRITER

Summary

Custom Truck One Source has an opening for Service Writer with background in aerial, construction equipment, and heavy & light duty trucks. The Service Writer will be responsible for coordinating and scheduling service work in the service department in an organized, professional manner, and sells additional needed services to customers. 

Essential Duties and Responsibilities

• Create and maintain a safe working environment.
• Identifies problems and services by listening to customer's description of symptoms; clarifying description of problems
• Verifies warranty and service contract coverage by examining records and papers; explaining provisions.
• Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles.
• Contact fleet management companies that require authorization to start work, or require estimates before authorizing repairs to begin. 
• Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system.
• Assisting with scheduling work and issuing work to Service Technicians.
• Maintain customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.
• Updates job knowledge by participating in educational opportunities; reading manufacturers'
• Communicate with parts department to determine and locate part numbers for units.
• Call customers to let them know equipment is ready to be picked up.

• Process invoices and payments for service repairs.

Required Skills and Qualifications

• High school diploma or the equivalent
• Knowledge of aerial vehicles, equipment and heavy & light duty trucks
• Previous experience in a similar role 
• Valid Driver’s License required

• Professional personal appearance

• Extremely detail oriented and accurate 
• Must be able to work in a fast-paced environment
• Setting priorities and adapting to changing work priorities
• Must be self-sufficient and driven

• Meeting deadlines and schedules

• General mechanical aptitude and experience with parts required. Knowledge of hydraulic, heavy equipment, diesel truck and/or farm equipment preferred.
• General aptitude in working with common computer software (MS Office Suite, internet, etc.) to process orders. Knowledge of inventory software (FishBowl, etc.) to process purchase orders and tracking inventory helpful.
• Knowledge of principles and processes for providing a positive service experience. This includes internal client needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

• Ability to work with mathematical concepts. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

• This job requires "people" skills and a genuine desire to service the client.  A positive attitude and willingness to maintain a professional demeanor with clients and team members is essential to this position
• Give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Talk to others to convey information effectively
• Understand written sentences and paragraphs in work related documents
• Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Monitor/Assess performance of yourself, other individuals, or organizations to make improvements or take corrective action
• Communicate effectively in writing as appropriate for the needs of the audience
• Identify complex problems and reviewing related information to develop and evaluate options and implement solutions

Working Conditions

• Able to work as scheduled with punctual attendance 7:30 am-5:00 pm, Monday-Friday plus any additional hours/days necessary in order to meet business demands
• Majority of work performed in shop and office setting

• May be exposed to bright lights, extreme temperatures, loud noise, dust, gas and/or fumes 

Physical Requirements

• Able to bend, stoop and lift up to 50 lbs
• Occasional lifting, carrying, pushing, and/or pulling; some climbing and balancing; significant stooping, kneeling, crouching, and/or crawling 
• Ability to see things in close proximity whether through natural or corrected vision

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.