Service Operations Associate

2 weeks ago

Windsor, California, United States Coast Counties Peterbilt Full time

SERVICE WRITER
$26/hour to $33/hour

POSITION SUMMARY:
The Service Writer plays a crucial role in assisting clients, the Service Manager, and the Service Team in the daily functions of the Service Department.

This position is responsible for organizing, directing, and managing the workflow of service tasks within the department, ensuring timely and quality repairs at a reasonable cost to customers.


KEY RELATIONSHIPS:
The Service Writer reports directly to the Service Manager and Assistant Service Manager.

Collaboration with colleagues in Service, Parts, Truck Sales, and PacLease is essential to achieve objectives and communicate the status of ongoing tasks.


Additionally, the Service Writer will liaise with all stakeholders in the service department, coordinating repair strategies, providing estimates, and updating repair statuses to ensure outstanding customer service.


RESPONSIBILITIES
Management Duties

Engage with the Service Manager and other service department stakeholders each morning to outline repair strategies based on previous notes, dispatch sheets, and job priorities.

Delegate tasks to technicians according to their skills and capabilities.
Maintain real-time updates on all repairs using the technology platform for customer estimates and internal/external communications.
Monitor ongoing repairs to ensure adherence to time and estimate commitments.
Review technician documentation for accuracy and thoroughness.
Ensure all cores are returned to parts and warranty parts are correctly tagged and stored.
Coordinate with the parts counter regarding repairs pending parts.
Initiate warranty claims with relevant manufacturers.
Oversee all aspects of warranty repair orders.

Document all customer interactions in the technology platform for customer estimates and internal/external communications.

Assist the service team in preparing precise repair estimates using the technology platform.
Conduct a walk-around of the customer's vehicle to note any damages.
Schedule daily work while considering current workloads, technician availability, and skill sets.
Process all completed repair orders within 48 hours.

Support the Service Manager in identifying training needs based on incoming repairs that require skills not currently available in the team.

Assist in maintaining dealership standards for repair hours and support the Service Manager in setting departmental goals and forecasts for each day.
Adhere to federal, state, and local regulations regarding hazardous waste disposal, OSHA, MSDA, and right-to-know regulations.

Customer Interaction Duties
Welcome all customers in a courteous and timely manner.
Maintain communication with service customers through the technology platform for customer estimates and internal/external communications.

Check repair status and inform customers of any changes in estimated completion times, additional repairs needed, or adjustments to estimates via the technology platform.

Open and close repair orders as necessary.
Recommend invoice adjustments to the Service Management Team.
Collaborate with the credit department to ensure proper credit status on each repair order.
Verify warranty or recall status for each vehicle and include printouts with repair orders.
Gather all customer and vehicle information before creating the repair order, noting all customer complaints and obtaining necessary authorizations prior to commencing repairs.
Request purchase orders from customers as needed.

PHYSICAL REQUIREMENTS


The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role.


The employee is frequently required to stand, walk, use hands to handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, and communicate effectively.

The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds.

Specific vision abilities required for this position include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Requirements

  • Preferred 2 years of experience in a truck service department
  • High School Diploma; Associate's Degree preferred
  • Excellent written and verbal communication skills
  • Proficient in Microsoft Office, Outlook, and Windows-based software

Compensation details:
26-33 Hourly Wage

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