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Service Writer/Clerk

4 months ago

Idaho Falls, United States Kenworth Sales Full time
Kenworth Sales Company was founded in 1945 by the Treadways and is still family owned through 4 generations. With the combined service and support of over 840 employees across 22 different locations, we were awarded the 2014 ATD Dealer of the Year Award. Each of our Kenworth Sales locations has a similar culture throughout the entire company which makes you always feel a part of the family. Our Headquarters is located in Salt Lake City, Utah and is ran by Kyle Treadway-President of Kenworth Sales Company.

JOB SUMMARY

The primary function of the Service Writer is to generate, monitor and close all repair orders.
 

DUTIES AND RESPONSIBILITIES
  1. Personally coordinates all customer contact with the Service Department, including repair estimates, service appointments, customer authorization on service orders, status-of-repair inquiries, payment terms, and complaints. Performs as the point of contact with all outside activities, customers and vendors via all current and further medias used.
  2. Generates and maintains all work orders and repair orders. Assists customer in identifying needed services. Issues clear repair instructions to Service Technicians via Production Control or Shop Foreman.
  3. Coordinates with Shop Foreman and Production Control to assure completion of work within time promised to customer. Monitors progress of repairs and updates customer on any changes in agreed service, costs, or time of completion. Obtains documented customer authorization for such changes.
  4. Calculates all labor charges on flat rate repair orders. Reviews all labor charges on hourly rate repair orders. Closes all repair orders in coordination with Production Control, Forman and Parts. Reconciles original repair order with final invoice
  5. Insures timely, competent and courteous relations with service customers. Analyzes quality control report.
  6. Promotes the sales of labor, parts and accessories during customer contact. Maintains follow-up with customer on suggested repairs.
  7. Maintains up-to-date information on hourly service rates, service specials, etc. offered by competitors. 
  8. Maintains technical bulletins, other service shop literature and Training records.
  9. Assists Service Manager, Warranty Administrator, Credit Department, Production Control and Shop Foreman in the performance of their duties.
  10. Maintains a working understanding of all warranty policies and procedures of vendors and Kenworth.
  11. Issues Non-inventory Purchase Orders as authorized by management.
  12. Collect payment or obtaining customer purchase order number for account charges. Works with Credit Manager in verifying open charge account status prior to accepting P.O.
  13. Summarizes Service Technicians' time cards, balances with repair orders, and transmits to Payroll Clerk. Tracks down and resolve all discrepancies prior to transmitting.
  14. Maintains Service Department files and records. Types forms, letters, correspondence, including manufacturer pre-delivery forms and answers phone as directed by Service Manager. Staggers lunch hour with Service Writer to cover phones daily.
  15. Monitors daily all open repair orders and closes as quickly as possible. Troubleshoots with parts department any delays in receiving parts for repair orders and resolves quickly. Monitors Inter-company tickets to ensure equal priority.
  16. Issues workmen's compensation "First Report of Injury" forms to injured employees.  Ensures forms are correctly completed and returned immediately. Directs injured employee to necessary medical treatment. Promptly forwards reports to Service Manager for review, and to Insurance Company for processing of claim. Maintains current injury ledger. Monitors first aid box and keeps filled with necessary supplies.

 
QUALIFICATIONS
 
Ability to read and comprehend instructions and information
High school diploma or the equivalent
Working knowledge of all heavy truck repair methods
Sales experience preferred
Excellent communication 
Professional personal appearance
Previous experience in a truck dealership or repair shop is a plus
Able to lift up to 50 lbs.

BENEFITS

We offer a full benefits package with retirement and paid life insurance. Also includes vacation time, sick days and paid holidays.

Kenworth Sales Company is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regards to race, color religion, sex, national origin, disability or protected veteran status.