Service Writer

C&C Lift Truck is a growing forklift dealership. We are looking for a **Service Writer** who is ready for a challenging and rewarding opportunity at our company. As a** Service Writer** you will be responsible primarily for all aspects of customer repair quotes. This individual assigns jobs to technicians and coordinates their daily schedule and other work activities. The **Service Writer** is actively involved in maintaining positive customer communication and satisfaction.

**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, requesting 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.
- 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 - 2 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