Service Writer

Established in 1985, Welch Equipment Company is a Toyota / Raymond partner and is the premier provider of forklifts and warehouse servicing solutions for the Material Handling industry. We sell and create award-winning products and solutions to boost productivity, lower costs, and help customers grow their business and remain efficient in the process. Serving customers in Denver, Utah, and New Mexico we work with many partners to provide the best possible service. We live by our philosophy of “Kaizen365: Getting better together, everyday” 

JOB PURPOSE:Provide timely and accurate estimates for field/shop service repairs. Maintain estimate records. Ensure thorough, accurate and timely estimate preparation, with follow up to ensure we obtain customer approval to complete jobs.

RESPONSIBILITIES

• Generate repair estimates for our customers.
  • Research and gather all needed information – parts, outside repairs, labor, etc.
  • Formulate proposal and present to the customer.
• Provide sales staff, service departments and customers with accurate estimates within 24 hours of receiving the information.
• Maintain good relationship with outside repair vendors, with understanding of who we use for various outsourcing needs.
• Follow up with customers on estimates for which we have not yet obtained authorization until estimate is either accepted or denied.
• Verify information with technicians on any repairs that there is any type of uncertainty to the repair that is being estimated.
• Contact customer with details if jobs in process are found to need additional repairs (generate another detailed estimate).
• Maintain open communications with appropriate people on customers’ pending jobs (shop manager, field service manager, sales reps, others as needed).
• Review ALL preventive Maintenance work orders that are turned in for billing and provide estimates for all items listed that need attention.
• Enter all estimates into the estimate system.
• Copy CSS reps and on estimates that are sent to customers either via fax or e-mail per criteria.
• Open work orders and order all needed parts on approved estimates. Provide that work order to the proper service department and dispatcher so work can be dispatched.
• Track all approved estimates, lost estimates (to competition), denied estimates (customer not going to approve), accepted estimates (approved and invoiced).
• Provide a report once a month of all accepted, pending, denied and expired estimates.
• Service writer(s) will stay in close contact with the Shop Manager(s) or Service Manager(s) on all potential shop service estimates for assistance if needed or for time frames for these repairs.

Role qualifications:

• Must collaborate with service, parts, and sales staff as well as outside vendors to ensure effective customer service.
• Must develop systems and controls to ensure all commitments are followed up and met.
• Excellent customer service skills and mindset
• High School Diploma or equivalent required, some college preferred
• 5 years in material handling service environment, or similar industry preferred.
• Ability to organize and manage multiple priorities, with attention to detail
• Solid interpersonal and communication skills, both verbal and written.
• Good computer skills
• Must hold valid Operators License for powered industrial equipment
• Ability to work in and around a Warehouse environment

Benefits

• Medical, Dental, Vision, STD, LTD, Life, and 401(k) match 
• Accrued Paid Sick Leave and Vacation