Service Writer

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Service Writer

nuCamp’s commitment to “build the exceptional” extends beyond our teardrop trailers. We are committed to building an exceptional team of professionals who take pride in their work and genuinely care about each other. If you meet that description and are looking for a positive work environment where team members are valued and treated as part of the family, nuCamp may be the opportunity you are looking for.

nuCamp is hiring a Service Writer for our Service Center. If you have relevant experience working with customers, evaluating repair needs, and preparing quotes, please send your resume for consideration.

Summary: In this role, the Service Writer will interact with customers on the front line. The Service Writer will be friendly, communicate effectively, correctly interpret customer requests, and technician recommendations. The Service Writer will also understand the repair processes conducted within the service center, have full knowledge of the ERP system interface, prepare accurate quotes, and be able to think on their feet.

Essential Duties and Responsibilities:

• Take ownership of the service experience from start to finish including talking with customers to fully understand their needs, quoting the job and timeframe for completion, keeping detailed records of all service work completed, and communicating with the customer upon job completion and pick-up to ensure their satisfaction.
• Work with the Service Manager to create and maintain an exceptional customer experience, providing world-class service at each stage.
• Schedule repair appointments, maximizing the workflow of service technicians.
• Use computer software to enter service orders, update customer profiles, and document details of repair requests, warranty work, or customization requests.
• Responsible for creating quotes for standard and custom service work, including parts, materials, and timeframe for completion.
• Identify the Service Technician best equipped to manage each job and communicate customer requirements to the Service Technician, ensuring full understanding of the job. Then, follow up regularly to ensure the job is progressing as expected.
• Responsible for providing insurance estimates and warranty validations.
• Maintain the organization and accurate recordkeeping for all service-related work quoted and performed; tracking details of service work performed, hours spent on the job, parts and materials used on the job, etc.
• Respond to customer telephone calls and email messages in a timely and professional manner.
• Responsible for performing an inspection of the trailer at drop-off to identify common problems with that model, outstanding recalls, or other issues not identified by the customer.
• Provide exceptional customer service, keeping the customer apprised of any changes to the original quote, costs, or project timeline.
• Responsible for confirming service work is completed, the unit is cleaned inside and out, scheduling appointments with customers for pick-up, and coordinating with the Service Technician to be present for customer walk-through.
• Release the repaired unit to the customer, working with the Service Technician to explain the work performed and costs accrued, answer questions, and address concerns to ensure the customer is fully satisfied.
• Work closely with the Parts Specialist to communicate service job requirements to ensure parts, materials, and supplies are in stock and ordered in a timely manner.
• Participate in problem-solving sessions and offer suggestions for continuous improvement.
• Develop reporting of service work quoted and completed, as needed.
• Stay current on industry trends and nuCamp production and quality standards.
• Maintain a clean and organized work area.
• Follow all safety rules and regulations and encourage Service Technicians to do the same.

Education and/or Experience:

• High school diploma or GED preferred but not required.
• Technical training is a plus.
• Extensive experience effectively working with customers is required.
• One year of experience evaluating repair needs and writing quotes is a plus.

Other Skills and Abilities:                                  

• Strong mechanical aptitude with the ability to understand and effectively communicate technical and non-technical issues to technical and non-technical people.
• Willingness to develop a solid knowledge of nuCamp’s production process and quality standards.
• Strong problem-solving skills.
• Ability to read and interpret technical manuals, drawings, etc.
• Exceptional customer service skills
• Ability to develop and maintain strong customer relationships.
• Self-directed, meticulous, and organized.
• Demonstrated ability to organize service work for multiple units and work with the team to meet deadlines and deliverables to the customer.
• Able to work under pressure and constructively manage stress.
• Ability to remain calm and professional in difficult situations, using sound judgment to respond to and resolve customer complaints.
• Team-oriented and professional.
• Excellent communication skills, both verbal and written.
• Strong computer skills, including ERP systems such as NetSuite and Microsoft Office Suite – Outlook, Excel, Word, PowerPoint, and MS Project.

In addition to competitive wages, nuCamp offers a generous benefits package that includes medical, dental, and vision insurance, paid holidays and vacation, and a 401k retirement plan with company match.

Please apply TODAY

nuCamp is an equal opportunity employer.