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Service Writer

3 months ago

Edison, United States CoreTechs Full time
Service Writer - Automotive/Heavy Equipment/Retail
Edison, NJ 08837

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, requests 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
  • Handles incoming service calls via phone and email
  • 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+ 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

We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.

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