SERVICE WRITER

About the role

We are looking for a Service Writer located at our Bluffton, IN branch. You will be responsible for providing quality products to our customers in a timely, cost-efficient manner.

Responsibilities

• 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.
• Contacts 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.
• Assists with scheduling work and issuing work to Service Technicians.
• Maintains 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' publications.
• Communicates with parts department to determine and locate part numbers for units.
• Calls customers to let them know equipment is ready to be picked up.
• Processes invoices and payments for service repairs.
• Creates and maintains a safe working environment.

Requirements

• High school diploma or the equivalent.
• Knowledge of aerial vehicles, equipment, and heavy & light duty trucks is preferred.
• Previous experience in a similar role.
• Professional personal appearance.
• Extremely detail-oriented and accurate.
• Able to work in a fast-paced environment, set priorities, and adapt to changing work priorities.
• Self-sufficient and driven, meeting deadlines and schedules.
• General aptitude in working with common computer software (MS Office Suite, internet, etc.) to process orders.
• Knowledge of inventory software (M3, etc.) to process repair orders.
• Able to communicate effectively and professionally, both verbally and in writing.
• Strong "people" skills and a genuine desire to service the client.
• Positive attitude and willingness to maintain a professional demeanor with clients and team members.
• Able to work with basic mathematical concepts and apply them to practical situations (fractions, percentages, ratios, and proportions).
• Uses logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.

Benefits

• 401(k) with Employer Match
• Competitive Health Care
• Dental, Vision, and Life Insurance
• Paid Vacation, Sick and Holidays
• STD/LTD
• Partner Discounts
• Investment in Employee Development
• Tuition Reimbursement