Hawkins-Graves, Inc. is hiring: Service & Warranty Writer in Lynchburg

Service & Warranty Writer

Effective Date: 02/10/25

Hawkins-Graves, Inc. is looking for a Service and Warranty Writer. The ideal candidate should embody the essence of our vision, mission, and values, embracing the opportunity to create customer loyalty in every interaction. This position is not merely about facilitating warranty claims or being the initial touchpoint for our valued customers; it represents the commitment to integrate our vision of excellence and leadership in quality and value into every facet of customer interaction and service delivery.

Our vision to stand out as market leaders is vividly brought to life by the Service and Warranty Writer. Through their diligence in maintaining accurate and comprehensive service descriptions and a meticulous account of parts used, they ensure that our services are not only performed to the highest standards but are also transparently and effectively communicated to our customers. This precision in documentation reflects our overarching commitment to quality and integrity, reinforcing our reputation for reliability and trustworthiness in a competitive marketplace.

Echoing our mission to excel in all endeavors, the role of the Service and Warranty Writer is characterized by their relentless pursuit of perfection. Managing warranty claims with an unwavering attention to detail, they not only meet customer expectations but consistently aim to exceed them, transforming potential concerns into affirmations of our dedication to customer satisfaction. Their contribution is pivotal in inspiring our team to unlock their full potential, leveraging expertise to deliver solutions that significantly enhance our customer's experience.

Central to their daily operations are our core values, where safety, positivity, integrity, teamwork, communication, employee relations, profitability, and enjoyment converge to shape a role that is integral to our identity. The Service and Warranty Writer fosters a culture of safety and positivity, approaches each task with integrity, and through effective teamwork, collaborates closely with service technicians. This collaboration ensures that every service rendered is not only up to our standards but also accurately documented, reflecting the actual work performed and parts utilized.

Their role is a agent for effective communication, bridging the gap between technical service details and customer understanding. By consistently providing clear, accurate descriptions of services provided and ensuring precise accounting of all parts used, they uphold our value of transparency and accountability. This meticulous approach to communication and documentation supports our employee relations by setting a standard of excellence and respect within our team, contributing to the overall profitability and sustainability of our business.

Furthermore, the Service and Warranty Writer plays a crucial role in embodying the joy we find in our work. They take pride in the accuracy and clarity of their documentation, understanding that these are not just administrative tasks but vital components of our service excellence and customer satisfaction. Their role is about celebrating the achievements that come from dedication and precision, recognizing that success is not only measured by the resolution of warranty claims but also by the positive impact of clear, trustworthy communication on our customer relationships.

In summary, the Service and Warranty Writer is more than a role; it's a critical embodiment of our company's heart and soul. Through their dedication to accuracy in service descriptions and parts accounting, coupled with their exemplary communication skills, they play an indispensable role in propelling our company forward. They ensure that we not only maintain our position as market leaders in quality and value but also continue to build on our reputation for integrity, transparency, and unparalleled customer service.

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Service & Warranty Writer Job Description

Objective:
To efficiently manage work orders and warranty claims, ensuring precise documentation and compliance with vendor protocols, contributing to seamless service operations and high customer satisfaction.

Key Responsibilities:

1. Work Order Management

• Initiation

• • Create work orders based on requests from service managers, sales, or rental departments.
  • Accurately fill out and attach Shop/Field Service Request and Parts Request Forms.
  • Input detailed work order information into the system, adjusting for quotes or specific cases like rental damage.
  • Collect comprehensive equipment issue details, customer contact, and location for field services.

• Closure

• • Ensure accuracy and completeness of all work order details.
  • Document service performed, parts used, and any additional charges clearly.
  • Communicate with the service manager regarding any discrepancies or cost deviations from estimates.
  • Secure customer approvals or PO numbers as required and finalize transactions accordingly.
  • Distribute invoices, adjusting for warranty work and customer payment methods.

2. Warranty Management

• Registration

• • Complete and submit warranty registration forms specific to each vendor.
  • Follow unique vendor procedures (e.g., Yanmar, Takeuchi, Hitachi, Link Belt) for customer sales, machine registrations, and mandatory inspections.

• Claims Processing

• • Adjust work orders for warranty claims, detailing customer, complaint, and repair information.
  • Collaborate with service managers to accurately file claims, including online submissions.
  • Attach necessary documentation to claims, adhering to vendor requirements.
  • Manage and adjust work orders based on claim outcomes and follow up on pending claims.

3. Spreadsheet and Data Management

• Maintain up-to-date spreadsheets for machine registrations, service bulletins, and inspections.
• Ensure machines are registered within vendor timelines and comply with service bulletins.
• Manage and submit fluid analysis kits as required by warranty agreements.

4. Equipment Maintenance Files

• Document and enter Equipment Information Sheets for all machinery into the EBS system.
• Create parts kits in EBS for streamlined service and maintenance scheduling.

5. Miscellaneous Duties

• Contribute to the PM Service program by keeping track of rented or sold machines.
• Weekly monitoring of rental equipment hours for maintenance needs.
• Coordinate with service managers on maintenance schedules and customer communications.
• Undertake additional tasks as directed by service supervisors or management.

Success Metrics:

• Accuracy and timeliness in work order and warranty claim processing.
• Compliance with vendor warranty and service protocols.
• Effective communication and documentation leading to enhanced customer satisfaction.

• Note that estimated weekly hours for each category of tasks may vary based on current operational demands and workload.

This outline is designed to provide a clear, concise, yet comprehensive guide for the Service & Warranty Writer, detailing their roles and responsibilities within the organization. Adherence to these guidelines will ensure successful execution of duties, contributing to the overall efficiency of service operations and satisfaction of our customers.