SERVICE WRITER Job at Custom Truck One Source in Kansas City

Service Writer

Location: Kansas City, MO

Summary:

Coordinates and schedules service work in the service department in an organized, professional manner, and sells additional needed service to customers. Takes messages or fields/answers all routine and non-routine questions. Assists in the initiation of contact of sales and other staff with existing and potential customers, identifying their needs.

Essential Duties and Responsibilities:

• Schedules appointments using Custom Truck One Source approved forms.

• Assigns sequence numbers to each customer’s repair order.

• Communicates with service customers to determine the nature of the mechanical problem(s).

• Obtains customer and vehicle data.

• Test-drives the vehicle or refers to technician as necessary.

• Advises customers on the care of their trucks and equipment and the value of maintaining their vehicles in accordance with manufacturers’ specifications, using maintenance menus if applicable.

• If additional work is needed, explains the details to the customer, including the additional cost and tie considerations.

• Indicates on the repair order the exact repair instructions, making a special note of the main reason(s) the customer brought the vehicle in. Repair orders MUST eligible.

• Notifies technicians of incoming work.

• Provides estimates for labor and parts. If the cost of service cannot be established during reception, leave open and contact the customer later by phone for approval.

• Establish “time promised.” Check with technician responsible for work distribution.

• Obtains customer’s signature on repair order; provides customer with a copy.

• Follows up on progress of each repair order during the day. Contacts customers by telephone regarding any changes in the estimate or time promised. Records changes on repair order in approved fashion.

• Handles telephone inquiries regarding work in process and appointments.

• Compare final invoice with original repair order.

• Delivers vehicle to customer and answers any questions.

• Maintains follow-up program on additional items found in need of repair.

• Keeps quick pricing guides, signals checklists, maintenance menus and other service department forms and references up-to-date.

• Inspects all vehicles for body work, notifies the customer that the work is needed and provides an estimate for body work.

• Works with all departments in harmony.

• Ensures that all documents are accounted for.

• Accomplishes the forecast for the service that has been established by the location manager.

• Responsive to management requests and manages time efficiently.

• Responsible for setting up and maintaining an organized file system.

Required Skills and Qualifications:

• Computer and software proficiency and can quickly adapt to new systems.

• Excellent listening skills and communicator.

• Follows verbal and written communications and communicates effectively with public, customers, co-workers and Owners in a professional and courteous manner both orally and in writing.

• Works in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.

• Ability to interface well with all customers, and all departments of the Company and to represent the location in a highly professional manner.

• Understands and follows federal, state and local regulations, such as those governing the disposal of hazardous wastes, OOSHA Right-To-Know, etc.

• Able to work with minimum supervision, capable of self-checking work.

• Ability to learn.

• Three years of related experience or training

• Strong mechanical knowledge of repairs, costs, times to accomplish work of heavy duty trucks and equipment

Physical/Competency Based Requirements:

• Attitude: This job requires "people" skills and a genuine desire to service the client. A positive attitude and willingness to maintain a professional demeanor with clients and team members is essential to this position.

• Attendance – The ability to work as scheduled with punctual attendance, Monday-Friday plus any additional hours/days necessary in order to meet business demands.

• The job is performed under extreme temperature variations and some hazardous conditions.

• Oral Expression and comprehension — The ability to communicate information and ideas in speaking so others will understand. The ability to listen to and understand information and ideas presented through spoken words and sentences.

• Written Comprehension and expression — The ability to read and understand information and ideas presented in writing. The ability to communicate information and ideas in writing so others will understand.

• Reasoning — The ability to apply general rules to specific problems to produce answers that make sense. The ability to tell when something is wrong and solve the problem or seek advice.

• Manual dexterity – The ability to type or operate common mechanical tools and equipment.

• Lifting – The ability to bend, stoop and lift up to 50 lbs.

I have read and understand all the requirements of this position. I can perform the essential functions of this job, with or without a reasonable accommodation.