Service Writer
2 days ago
We are seeking a highly skilled Service Writer to join our team at CoreTechs. As a Service Writer, you will be responsible for creating customer repair quotes, requesting parts pricing, determining labor time, and writing quotes. You will also interface with customers on quoted repairs and answer any questions they may have. Additionally, you will maintain an inventory of all customer repairs awaiting approval, follow up with customers who have not signed off on quoted repairs, and handle incoming service calls via phone and email. You will provide real-time updates to customers on expected service dates and ETAs on returns, and provide updates to customers when a technician was scheduled but is unable to perform service work at the customer site. You will also utilize a proactive approach to customer service, anticipating needs and potential issues, and resolving customer complaints in a timely manner. Furthermore, you will manage assigned technicians to ensure effective completion of day-to-day service operations, coordinate technician schedules to align customer account needs and technician capabilities, and open workorders for technicians in a timely fashion. You will also set technicians' schedules by no later than 3 pm daily and inform scheduled customers, code workorders with correct unit ID, make model, and serial numbers, and follow all special billing procedures for major accounts. You will manage overall job progress, ensuring field technicians are diagnosing problems within two hours of arrival at customer locations, and make recommendations for technicians to utilize the assistance of technical communicators in troubleshooting complex issues. You will work with technicians to resolve problems, making every effort to ensure they fully complete each job assigned. You will establish regular communication with account managers to resolve any ongoing issues with customers' accounts, work closely with the Parts Department to acquire correct parts and pricing, and attach correct labor time to each repair. You will schedule monthly preventive maintenance work to ensure PM completion rate goals are met, monitor technicians' timecards, maintaining accurate records for customer invoicing, adjust technician timecards in Tinnacity daily to correct and minimize unbilled or standby time, review and submit technician payroll information to the front office, and ensure technicians follow all work order procedures. You will also manage work in process to ensure all work orders are completed in a timely manner, approve, code, and process jobs to ensure labor and parts detail are complete and accurate, and review parts and labor captured on jobs and ensure jobs are closed out with accurate information in the system. You will maintain professionalism on the job.
Additional Responsibilities:
You will schedule service vehicle repairs and PMs, coordinating with technicians. You will regularly promote and sell service products to customers, generating increased revenue. You will produce both verbal and written quotes of repairs to be completed. You will review completed jobs, edit descriptions, hours, etc. You will bill workorders. You will perform other duties of a similar nature as required.
Qualifications:
We are looking for a highly skilled Service Writer with a High School Diploma or equivalent, and a proven experience as a Service Writer (preferred). You should have 1+ years' experience in a shop or service environment, and a geographic understanding of New York, New Jersey, and Pennsylvania. You should be proficient in Microsoft Suite (Word, Excel, Outlook), and have the ability to work independently and to effectively prioritize demands and execute tasks. You should have strong written and verbal communication skills, with the ability to convey information to internal and external customers in a clear and concise manner. You should have excellent customer service skills, a keen attention to detail, and the ability to sit stationary for several hours at a time. You should be reliable and punctual in reporting for work as scheduled, and have a 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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