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Technical Support Coordinator

2 months ago

North Haven, Connecticut, United States Sonsray Fleet Services Full time
About Us
At Sonsray Fleet Services, we are dedicated to facilitating the operations of the construction, transportation, and agricultural sectors. As the leading dealership for Thermo King transport refrigeration and temperature control equipment on the West Coast, we offer extensive sales, parts, and service support, including rental and leasing options for our valued customers.

Why Join Our Team?
At Sonsray, we appreciate every team member, their contributions, and most importantly, their innovative ideas. We believe that teamwork is essential to our success.
  • Comprehensive medical options (HSA and PPO)
  • Complimentary dental, vision, and life insurance
  • 401K plan with competitive contributions from Sonsray
  • 80 hours of annual vacation, increasing with tenure
  • Annual uniform provision
  • Annual boot voucher of $125.00
  • One paid day off for community volunteer work each year
  • Birthday dinner provided by Sonsray
  • Privately owned and operated, with decisions made with care
  • Annual holiday celebration, including airfare and hotel for you and a guest
  • We are expanding and encourage your growth as well
  • Open-door policy, fostering collaboration with an engaged owner and management team
Daily Responsibilities of a Service Writer:
Compensation: $28.00 per hour, based on experience
  • Confirms warranty and service contract coverage by reviewing documentation and explaining terms and exclusions
  • Creates estimates by calculating costs for materials, supplies, and labor, including customer payments and deductibles
  • Prepares repair orders (RO) by detailing symptoms, issues, and causes identified, as well as necessary repairs and services; secures approval signatures and enters RO into E-Emphasys
  • Manages a job board and assists in delegating tasks to technicians
  • Maintains customer trust by explaining estimates and anticipated vehicle return; securing customer approval of estimates and providing contact information; addressing inquiries and concerns
  • Maintains unit records by documenting issues and planned corrective actions
  • Enhances job knowledge through educational opportunities, reading manufacturer publications, and completing online factory courses
  • Improves the organization's reputation by taking ownership of new and diverse requests; seeking opportunities to add value to job outcomes
  • Performs additional duties as assigned by management in alignment with dealership objectives
  • Requires a minimum of 3 years of experience in handling high-volume phone communications, office administration, customer relations, and strong problem-solving skills
  • Experience in refrigerated transportation or heavy diesel dealership is highly preferred
  • Basic mechanical knowledge is advantageous
  • Bilingual in Spanish is a plus
  • Able to meet monthly service goals and deadlines
  • Exceptional customer service skills are essential, with a proven ability to manage customer updates, concerns, and objections while maintaining professionalism and composure