Customer Service Technician

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 supporting customers, the Service Manager, and the Service Team in the daily operations of the Service Department.

This position is responsible for efficiently organizing, leading, and managing the workflow of service tasks within the department, ensuring high-quality repairs at a reasonable cost to clients.


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 projects.


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


RESPONSIBILITIES
Management-related

Conduct daily meetings with the Service Manager and other service department stakeholders to establish repair strategies based on prior notes, dispatch sheets, and job priorities.

Delegate tasks to technicians according to their skills and capabilities.
Maintain up-to-date records of all repairs through the technology platform for customer estimates and internal/external communications.
Review ongoing repairs to ensure adherence to time and estimate commitments.
Verify technician write-ups for accuracy and thoroughness.
Ensure all cores are returned to parts and warranty parts are properly 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.
Inspect customer vehicles for any damages.
Schedule daily work considering the current workload and technician availability.
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 shop.

Assist in maintaining dealership standards for repair hours.

Help establish departmental goals and forecasts for each day and contribute to achieving these objectives.

Comply with federal, state, and local regulations regarding hazardous waste disposal and safety standards.

Customer-related
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.

Provide updates on repair status and inform customers of any changes in completion times, estimates, or additional repairs needed.

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.
Check warranty or recall status for each vehicle and include printouts with repair orders.
Gather all customer and vehicle information before creating repair orders, documenting all customer complaints and obtaining necessary authorizations.

PHYSICAL REQUIREMENTS


The physical demands outlined here represent 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 for handling or feeling, 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
  • Strong Communication Skills - both written and verbal
  • Proficient in Microsoft Office, Outlook, and Windows-based software

Compensation details:
26-33 Hourly Wage

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