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Service Writer

2 months ago

Fremont, United States Palmer Trucks Full time

Ensures that customers are greeted openly and friendly, coordinates customer repair requests, estimates the cost of repairs within set guidelines, and manages shop repair orders. Assists Service department with clerical duties, such as documentation required for warranty, policy settlements, customer, and vendor contact.

Essential Responsibilities:

  • Coordinates and tracks the status of customer repair orders with 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 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 timely.
  • 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 (i.e., Preventive Maintenance Inspections, related service work, etc.).
  • Contacts vendors and OEM's 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.
  • Performs other duties as assigned by a Supervisor.
Requirements

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Computer Skills:

To perform this job successfully, an individual should know basic Computer skills and Repair Order Processing Software.

Certificates, Licenses, Registrations:

Position requires the ability to operate motor vehicles and have a safe driving Record. Current Commercial Driver's License is preferred but not required.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sufficient manual dexterity to operate office equipment (or operate a PC)Ability to climb ladders.

Ability requires a person to bend, twist, squat, reach to perform tasks on truck components.

Ability to lift a minimum of 60lbs - 150 lbs. Unassisted.

The noise level in the work environment is usually moderate due to tools and engine noise.

Competencies: Individuals need to have the following.
  • Resiliency - Quickly recovering from adversity.100
  • Customer Focus - Anticipating, meeting and exceeding customer needs, wants, and expectations.100
  • Flexibility - Readily modifying, responding, and adapting to change with minimal resistance.99
  • Time and Priority Management - Prioritizing and completing tasks to deliver desired outcomes within allotted time frames.99
  • Teamwork - Cooperating with others to meet objectives.
  • Appreciating Others - Identifying with and caring about others.
Behaviors:
  • People-Oriented - The job requires building rapport with a wide range of individuals.73
  • Versatile - The job requires adapting to various situations with ease.
  • Frequent Change - The job requires rapid shifts between tasks.63
  • Urgency - The job requires decisiveness, quick response, and fast action.62
  • Interaction - The job requires frequent communication and engagement with others.
  • Competitive - The job requires assertiveness and a "will to win" in dealing with highly competitive situations.
  • Customer-Oriented - The job requires identification and fulfillment of customer expectations.58
  • Following Policy - The job requires adhering to rules, regulations, or existing methods.53
  • Analysis - The job requires compiling, confirming, and organizing information.

This position is with an immediate opening start date and will allow for the proper notice for existing employer. Submit your resume with confidence that all contacts with us are completely confidential.

Position Benefits and Compensation Package:

This is a full time position. It includes Health Insurance, a 401K Retirement Program, Vacation, Employee Assistance Program, a Clean Smoke and Drug Free Environment and Other Benefits.

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 600 individuals. With more than 32 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. The Palmer Trucks team has the utmost privilege and gratitude of doing business, and these core values are what keep customers returning year-after-year, and are what have kept us On the Road Since 1965.

Palmer Trucks is an Equal Opportunity Employer. All Applicants are considered for employment without a regard to race, color, national origin, religion, sex (including pregnancy), age (40 or older), disability, veteran status or any other legally protected.