Service Writer

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 customer repair quotes, assigning jobs to technicians, and coordinating their daily schedule and work activities.

• Create customer repair quotes, requesting parts pricing, determining labor time, and writing quotes.
• Interface with customers on quoted repairs and answer any questions.
• Maintain an inventory of all customer repairs awaiting approval.
• Follow up with customers that have not signed off on quoted repairs.
• Handle incoming service calls via phone and email.
• Provide real-time updates to customers on expected service dates, ETAs on returns, etc.
• Utilize a proactive approach to customer service, anticipating needs and potential issues; resolve customer complaints in a timely manner.
• Manage assigned technicians to ensure effective completion of day-to-day service operations.
• Coordinate technician schedules to align customer account needs and technician capabilities.
• Open Workorders for technicians in a timely fashion.
• 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.
• Follow 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.
• Manage overall job progress, ensuring field technicians are diagnosing problems within two hours of arrival at customer locations; make recommendations for technicians to utilize the assistance of technical communicators in troubleshooting complex issues.
• Work with technicians to resolve problems making every effort to ensure he/she fully completes each job assigned.
• 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.
• 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 front office.
• Ensure 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.
• Manage work in process to ensure all work orders are completed involved in a timely manner.
• Approve, code, and process jobs to ensure labor and parts detail are complete and accurate; review parts and labor captured on jobs and ensure jobs are closed out with accurate information in the system.
• Maintain professionalism on the job.

• High School Diploma or equivalent.
• Automotive background and proven experience as a Service Writer (preferred).
• 1 – 2 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.