Service Writer - Automotive/Heavy Equipment/Retail
Edison, NJ 08837
Benefits Include
Eligibility for overtime with management approval
Paid holidays after six months of employment
1 week PTO time after 6 months of employment
Optional Medical & Dental Benefits
Optional 401(k) plan - quarterly based enrollment
Responsibilities
Creates all customer repair quotes, requests parts pricing, determining labor time, writing quotes
Interfaces with customers on quoted repairs and answers any questions
Maintains an inventory of all customer repairs awaiting approval
Follows up with customers that have not signed off on quoted repairs
Handles incoming service calls via phone and email
Provides real time updates to customers on expected service dates ETAs on returns, etc.
Provides updates to customers when technician was scheduled but is unable to perform service work at customer site
Utilizes a proactive approach to customer service, anticipating needs and potential issues; resolves customer complaints in a timely manner
Manages assigned technicians to ensure effective completion of day-to-day service operations
Coordinates technician schedules to align customer account needs and technician capabilities
Opens Workorders for technicians in a timely fashion
Sets Technicians schedules by no later than 3 pm daily and informs scheduled customers
Codes Workorders with correct Unit ID, Make Model and Serial Numbers
Follows all special billing procedures for major accounts, including verifying correct POs are provided & entered into Workorders, work is accepted through customer portals, and amounts match approved work
Manages overall job progress, ensuring field technicians are diagnosing problems within two hours of arrival at customer locations; makes recommendations for technicians to utilize the assistance of technical communicators in troubleshooting complex issues
Works with technicians to resolve problems making every effort to ensure he/she fully completes each job assigned
Establishes regular communication with account managers to resolve any ongoing issues with customers' accounts
Works closely with the Parts Department to acquire correct parts and pricing and attached correct labor time to each repair
Schedules monthly preventive maintenance work to ensure PM completion rate goals are met
Monitors technicians' timecards, maintaining accurate records for customer invoicing
Adjusts technician timecards in Tinnacity daily to correct and minimize unbilled or standby time
Reviews and submits technician payroll information to front office
Ensures technicians follow all work order procedures, keeping accurate time and parts on job, filling out PM checklists, obtaining customer signatures, closing out day, and completing jobs
Managing work in process to ensure all work orders are completed involved in a timely manner
Approves, codes, and processes jobs to ensure labor and parts detail are complete and accurate; reviews parts and labor captured on jobs and ensures jobs are closed out with accurate information in the system
Maintains professionalism on the job
Additional Responsibilities:
Schedules service vehicle repairs and PMs, coordinating with technicians.
Regularly promotes and sells service products to customers, generating increased revenue.
Produces both verbal and written quotes of repairs to be completed.
Reviews completed jobs, edits descriptions, hours, etc.
Bills workorders.
Performs other duties of a similar nature as required.
Qualifications
High School Diploma or equivalent
Automotive background and proven experience as a Service Writer (preferred)
1+ years' experience in a shop or service environment
Geographic understanding of New York, New Jersey and Pennsylvania is a must
Proficient in Microsoft Suite (Word, Excel, Outlook)
Ability to work independently and to effectively prioritize demands and execute tasks
Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner
Excellent customer service skills
Keen attention to detail
Must be able to sit stationary for several hours at a time
Is reliable and punctual in reporting for work as scheduled
Valid Driver's License
We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.
req24-00685
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Staffing and Recruiting
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