Service Writer

2 months ago

Edison, New Jersey, United States C&C Lift Truck, Inc. Full time

Job Summary:

C&C Lift Truck, Inc. is seeking a highly skilled Service Writer to join our team. As a Service Writer, you will be responsible for creating and managing customer repair quotes, coordinating with technicians, and ensuring excellent customer service.

Key Responsibilities:

  • Quote Creation: Develop and manage customer repair quotes, including parts pricing, labor time, and writing quotes.
  • Customer Communication: Interface with customers to answer questions, provide updates, and ensure satisfaction.
  • Inventory Management: Maintain an inventory of customer repairs awaiting approval.
  • Follow-up and Follow-through: Follow up with customers who have not signed off on quoted repairs and ensure timely completion of work orders.
  • Service Coordination: Coordinate with technicians to ensure effective completion of day-to-day service operations.
  • Scheduling and Time Management: Manage technician schedules to align customer account needs and technician capabilities.
  • Work Order Management: Open work orders for technicians in a timely fashion, set schedules, and inform scheduled customers.
  • Special Billing Procedures: Follow all special billing procedures for major accounts, including verifying correct POs and amounts.
  • Job Progress Management: Monitor job progress, ensure technicians diagnose problems within two hours of arrival, and make recommendations for technical assistance.
  • Problem Resolution: Work with technicians to resolve problems and ensure completion of each job assigned.
  • Account Management: Establish regular communication with account managers to resolve ongoing issues with customers' accounts.
  • Parts and Labor Management: Work closely with the Parts Department to acquire correct parts and pricing and attach correct labor time to each repair.
  • Preventive Maintenance: Schedule monthly preventive maintenance work to ensure PM completion rate goals are met.
  • Payroll and Time Management: Monitor technicians' timecards, maintain accurate records for customer invoicing, and adjust timecards to correct and minimize unbilled or standby time.
  • Job Closure and Review: Review and submit technician payroll information, ensure jobs are closed out with accurate information, and maintain professionalism on the job.

Additional Responsibilities:

  • Sales and Promotion: Regularly promote and sell service products to customers, generating increased revenue.
  • Quote Production: Produce both verbal and written quotes of repairs to be completed.
  • Job Review and Editing: Review completed jobs, edit descriptions, hours, etc.
  • Billing and Invoicing: Bill work orders and ensure accurate invoicing.
  • Other Duties: Perform other duties of a similar nature as required.

Requirements:

  • Education: High School Diploma or equivalent.
  • Experience: 1-2 years' experience in a shop or service environment.
  • Automotive Background: Proven experience as a Service Writer (preferred).
  • Geographic Knowledge: Geographic understanding of New York, New Jersey, and Pennsylvania is a must.
  • Technical Skills: Proficient in Microsoft Suite (Word, Excel, Outlook).
  • Communication Skills: Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner.
  • Customer Service Skills: Excellent customer service skills.
  • Attention to Detail: Keen attention to detail.
  • Reliability and Punctuality: Reliable and punctual in reporting for work as scheduled.
  • Driver's License: Valid Driver's License.

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