Service Writer I

About the role

The primary function of the Service Writer is to ensure customers are greeted openly and friendly and to provide extra-mile customer service. The individual receives customer requests for service, coordinates scheduling and customer uptime with triage, estimates the cost of repairs within set guidelines, and manages the shop repair order process through technology. The Service Writer also assists the Service department with clerical duties, such as documentation required for warranty, policy settlements, customer, and vendor contact.

Responsibilities

• Receives inbound customer phone calls concerning service scheduling and requests.
• Greets and assists drivers at the location with their unit.
• Coordinates and tracks the status of customer repair orders with the Service Manager and Shop Foremen for task assignment.
• Ensures customers receive the most expedient service available through listening, questioning, and understanding repair requests.
• Works with the Service Manager to ensure timely action taken and settled in areas of disputes and warranty.
• Assures all documentation necessary for the sale of labor (customer, internal, and warranty) is complete and properly executed.
• Maintains repair orders by ensuring they are properly opened and closed in a timely manner.
• Stays informed of current service bulletins, recalls, and warranty information.
• Informs the Service Manager of all customer complaints so they may be handled before the vehicle leaves the shop.
• Advises customers of needed service work, as well as suggests additional labor, parts, and body shop sales whenever possible (e.g., Preventive Maintenance Inspections, related service work).
• Contacts vendors and OEMs for product information or authorizations.
• Obtains purchase orders from customers and sublet providers.
• Participates in training to stay current on technical and warranty issues.
• Assists in maintaining a clean shop and office area.

Skills

• Conflict Management: Understanding, addressing, and resolving conflict constructively.
• Interpersonal Skills: Effectively communicating, building rapport, and relating well to all kinds of people.
• Understanding Others: Understanding the uniqueness and contributions of others.
• Customer Focus: Anticipating, meeting, and/or exceeding customer needs, wants, and expectations.
• Flexibility: Readily modifying, responding, and adapting to change with minimal resistance.
• Teamwork: Cooperating with others to meet objectives.
• Influencing Others: Personally affecting others' actions, decisions, opinions, or thinking.
• Time and Priority Management: Prioritizing and completing tasks to deliver desired outcomes within allotted timeframes.

Requirements

• Interaction: The job requires frequent communication and engagement with others.
• People-Oriented: The job requires building rapport with a wide range of individuals.
• Customer-Oriented: The job requires identification and fulfillment of customer expectations.
• Versatile: The job requires adapting to various situations with ease.
• Frequent Change: The job requires rapid shifts between tasks.
• Urgency: The job requires decisiveness, quick response, and fast action.
• Persistence: The job requires finishing tasks despite challenges or resistance.
• Following Policy: The job requires adhering to rules, regulations, or existing methods.
• Consistent: The job requires predictable performance in repetitive situations.

Qualifications

To perform this job successfully, an individual should know basic computer skills and repair order processing software.

Physical Requirements

• Mobility: Capable of moving around the repair shop, including walking, standing, and potentially bending or kneeling to inspect vehicles or equipment.
• Vision: Good eyesight and visual acuity to oversee repairs, inspect components, read technical manuals, and ensure quality control.
• Hearing: Good hearing to communicate effectively with technicians, customers, and vendors, and to be aware of any audible warnings or signals in the repair shop.
• Manual Dexterity: Ability to handle paperwork, use computer systems, and potentially assist technicians with tasks such as parts ordering or equipment setup.
• Lifting: Ability to occasionally lift and move objects such as tools, equipment, or parts.

Schedule

The individual may be required to work varied shifts, including evenings, weekends, or extended hours based on the repair shop's operational needs. They may also need to be available for on-call or emergency situations.

About Palmer Trucks

Palmer Trucks is a full-service Kenworth dealership network serving Ohio, Indiana, Kentucky, and Illinois with a comprehensive package of products and services. As a family-owned business with more than a half-century history of growth and success, Palmer Trucks has grown to a team of more than 700 individuals. With more than two million trucks on U.S. highways and interstates at any given time, a paramount need exists to keep the industry moving forward—24 hours a day, 7 days a week.

We maintain a commitment to forming authentic and valuable connections through fulfilling the industry’s unique, time-sensitive needs as a trusted partner. We accomplish this by providing products and services of the highest quality and value—personalized for you. Because of this philosophy, we develop and nurture long-term, valuable relationships with our partners.

Benefits

• Health and Wellness Benefits:
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
• Financial Stability and Retirement Preparedness:
  • 401(k) program with a company match
  • Retirement Planning Assistance
  • Financial Guidance and Education
• Paid Time Off:
  • Paid holidays and personal time
  • Vacation based on length of service
• Resources When Facing Major Challenges and Life Events:
  • Company-paid Short-Term Disability Insurance and Long-Term Disability Insurance
  • Additional Life Insurance
  • Hospital Stay, Critical Illness, and other products
  • Bereavement Services and Employment Assistance Program
  • Mental Health Resources readily accessible and without stigma
• Paid Training and Tools: Assistance to do the job right.