Service Writer

About the role

The service writer is the main point of contact with all service-related customers. This role is responsible for processing and managing all work orders for customers from start to finish, ensuring all service work is entered, scheduled, and accurately completed within a five-day time frame.

Responsibilities

• Act as a liaison between service and customers by answering phones as instructed per the service phone script.
• Gather equipment information, organize customer concerns, and requested services by:
  • Listening to the customer’s description of symptoms.
  • Clarifying the description of problems.
  • Conducting a visual inspection if the equipment is in the shop.
  • Checking equipment maintenance records and examining regular maintenance schedules.
• Verify warranty and service contract coverage by examining the equipment file.
• Open customer work orders (WO) immediately, capturing:
  • A description of symptoms and concerns.
  • Repairs and services required.
  • Obtaining approvals by email or fax.
  • Entering the WO into the service database system.
• Ensure all applicable information is added (e.g., job location, contact person).
• Express the customer’s sense of urgency for the repair or service call.
• Assist the service manager by developing estimates or quotes by:
  • Obtaining parts quotes and labor time guide data.
  • Calculating the customer’s estimated payment and providing this information to the service manager for review.
• Contact customers for upsell opportunities or additional service or repair needs.
• Remain the main contact for all service customers while maintaining a friendly and positive attitude.
• Clearly explain estimates and ETA based on current workflow or parts availability, obtaining customer approval of estimates, and providing contact telephone numbers.
• Answer customer questions and concerns.
• Obtain P.O. numbers or credit card information and authorization for deposits prior to working on equipment.
• Work with the parts department to order known needed parts when the work order is opened (e.g., seal kit for a cylinder if the unit came in for a reseal).
• Add segments with clear descriptions if the scope of work changes or if additional items are added after inspection.
• Assist the service manager with road tech and shop scheduling, and work with the shop foreman to assign mechanics to work orders.
• Communicate with the service manager if changes are needed based on priority.
• Follow up on stalled work orders (anything over 4 days to avoid exceeding 5 days since last labor) and involve upper management to remove obstacles or pressure suppliers.
• Follow up with all technicians to ensure the 3 C’s (Complaint, Cause, Correction) are completed, pictures are attached, and Techweb information is noted if applicable.
• Review work orders to verify accuracy and ensure all fields are completed, with consistent formatting (all caps or lowercase with correct punctuation).
• Ensure internal notes are not on the customer’s invoice and are moved to the Memo’s tab.
• Review miscellaneous supplies, shop supplies, truck charges, per diem, EPA, and any appropriate charges to ensure they are added.
• Call customers to inform them when equipment is completed and ready for pickup.
• Check tax codes by verifying the actual location where work was performed.
• Ensure all work orders comply with warranty standards (e.g., pictures, documentation, 3 C’s).
• Review tech time on work orders.
• Review the DDC corrections needed report to provide required information for processing pending work orders.
• Complete the Locator report every Friday and the National account WIP report no later than Thursday.
• Perform rental coordinator responsibilities, including but not limited to:
  • Transfer and receiving paperwork.
  • Taking pictures.
  • Creating traffic and following/responding to chatter as needed.
• Use the direct sales information sheet provided weekly to reach out to customers for additional work.
• If designated, manage shop tools by following up on items checked out to ensure they are returned.
• Perform other duties as assigned.

Expectations

• Achieve a 5-day close since the last labor on signed-off work orders.
• Open work orders within 2 hours of a service call or machine drop-off.
• Call customers within 24 hours of completion.
• Follow all company policies regarding pre-billing work orders.
• Report National account WIP information no later than every Thursday to Branch Development Managers.
• Create traffic as needed in a timely manner.
• Complete the Locator report every Friday with 100% verified accuracy.
• Provide up-to-date National account information weekly.
• Provide customer updates on WIP either daily or weekly, depending on the scope of the work.

Requirements

• High School Diploma with experience in a service writer position or as a mechanic.
• Strong organizational skills.
• Strong desire to learn new skill sets and knowledge.
• Strong communication skills.
• Strong computer and systems knowledge.
• Mechanical background is a plus.

Schedule

This is a full-time position expected to be in the office Monday through Friday during standard working hours, which are 7:00 AM – 5:00 PM. Occasional long hours may be required as needed.

Work Environment

Office environment, service and repair shop, and stock room. Exposed to various work surfaces both inside and outside. The work is usually performed inside, but exposure to various environments occurs frequently.

Physical Demands

• Frequently sit for long periods of time, bend, stoop, and crawl.
• Occasionally move equipment, lift, handle, and carry parts and equipment weighing up to 40 pounds unassisted.
• Rarely move moderately heavy items with assistance or mechanical devices, including objects weighing up to or over 50 pounds.