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Service Operations Coordinator
2 months ago
SERVICE WRITER
$26/hour to $33/hour
POSITION OVERVIEW:
The Service Writer plays a crucial role in supporting customers, 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 professional service while maintaining high-quality repairs at reasonable costs for 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 provide updates on ongoing activities.
The Service Writer will also engage with all stakeholders in the service department, coordinating repair strategies, estimates, and providing updates on repair status to enhance customer satisfaction.
RESPONSIBILITIES
Management-related
- Conduct daily meetings with the Service Manager and other stakeholders to set repair strategies based on previous notes and job priorities.
- Delegate tasks to technicians according to their skills and expertise.
- Ensure timely updates on all repairs through the technology platform for customer estimates and internal/external communications.
- Monitor ongoing repairs to ensure adherence to time and cost estimates.
- Review technician reports for thoroughness and accuracy.
- Verify the return of all cores to parts and proper tagging and storage of warranty parts.
- Coordinate with parts personnel regarding repairs pending parts availability.
- Initiate warranty claims with relevant manufacturers.
- Oversee all aspects of warranty repair orders.
- Document all customer interactions in the technology platform for estimates and communications.
- Assist the service team in preparing precise repair estimates using the technology platform.
- Inspect customer vehicles for any existing damages.
- Schedule daily work considering current workloads and technician availability.
- Ensure all completed repair orders are processed within 48 hours.
- Support the Service Manager in identifying training needs based on incoming repairs that require skills enhancement.
- Help maintain dealership standards for repair time estimates.
- Contribute to setting departmental goals and forecasts and assist in achieving these objectives.
- Comply with all federal, state, and local regulations regarding hazardous waste disposal and safety standards.
- Welcome all customers in a courteous and timely manner.
- Maintain ongoing communication with service customers through the technology platform.
- Provide updates on repair status and any changes in completion times or estimates.
- 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 repair orders.
- Check warranty or recall status for each vehicle and include documentation with repair orders.
- Gather all necessary customer and vehicle information before creating repair orders, including complaints and authorization.
- Collect purchase orders from customers as required.
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 for handling or feeling, reach with hands and arms, climb, 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 role 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.
- Exceptional written and verbal communication skills.
- Proficient in Microsoft Office, Outlook, and Windows-based software.
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