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Service Writer

4 months ago

Canton, United States FM Generator Full time

Based in Canton, MA, FM Generator has been a cornerstone in the generator industry since 1970. With a legacy spanning over 50 years, weve been the go-to for comprehensive maintenance programs, servicing over 5,000 generator sets. FM Generator consists of several divisions which, when combined, comprise one of the most successful generator companies in the Northeast.

As the Service Writer, youll be instrumental in ensuring seamless operations and exceptional service for our valued customers. Your main focus will be on conducting thorough analysis, research, and quote creation to support service-related activities. Collaborating closely with our Sales Service Manager, youll play a key role in meeting company profitability goals, maintaining swift quote turnaround times, and upholding our commitment to customer satisfaction.

In this role, youll be tasked with preparing quotes, identifying costing changes, and sourcing parts to optimize profitability. Your strong problem-solving skills and attention to detail will be crucial in addressing customer repair needs promptly and accurately. Additionally, youll work closely with internal teams to streamline processes and ensure effective communication throughout the quoting process.

Duties and Responsibilities:

  • Prepare quotes by reviewing work order history and site information, maintaining data integrity in our internal system, FieldServio.
  • Communicate field staff issues and trends related to quote creation.
  • Evaluate costing changes and obsolete parts, developing solutions for out-of-service generators.
  • Obtain bids from vendors, ensuring maximum profitability based on customer contract terms.
  • Coordinate with Parts Department to identify part availability and provide procurement information.
  • Utilize correct quote status codes for accurate online tracking.
  • Assist supervisor in providing data for reporting and making recommendations to Sales Team.
  • Actively upsell products and services for customer emergency power systems.
  • Maintain quality service by following organizational standards and coordinating with Technical Team leaders.
  • Partner with Special Operations and Sales Teams to manage FM quoting needs.
  • Communicate with customers regarding repairs and follow up on outstanding quotes.
  • Promote symbiotic learning by working alongside field staff in the office and field.
  • Set best practice standards for technical documentation and train team members accordingly.
  • Stay updated with professional knowledge through workshops, publications, and feedback gathering.
  • Perform additional duties as necessary or assigned.

Key Competencies:

  • Strong analysis and problem-solving skills.
  • Proficiency with industry software for electronic inventory, purchasing, and receiving.
  • Extensive experience in the service industry and exceptional customer service skills.
  • Ability to thrive in a high-paced, hands-on environment and manage time-intensive projects effectively.
  • Excellent communication skills with internal staff, external customers, and vendors.
  • Collaborative team player capable of meeting customer needs in a timely manner.
  • Resourcefulness in finding innovative solutions to customer concerns.
  • Exceptional ambassadorial skills, representing the company positively and embodying core values
  • High School diploma or equivalent as well as at least 1 year or more of experience in a similar role
  • Preferred: two plus years of hands-on Engine and/or generator repair experience.
  • Specific experience supporting any one of the following fields: automotive repair, industrial/process machinery, commercial HVAC/refrigeration, stationary or industrial engine driven, i.e. generator, air compressor, material handling equipment is strongly desirable.

Perks & Benefits:

  • 401(k)/ 401(k) Match
  • Health, Dental, and Vision insurance
  • LTD/STD Insurance
  • Life Insurance
  • Vacation, Sick, and Paid Holidays