Service Writer

Position: SERVICE WRITER
Custom Truck One Source has changed the way the industry looks at specialized truck and heavy equipment solutions. With sales, rentals, aftermarket parts and service, equipment customization, re-manufacturing, financing solutions, and asset disposal, our team of experts, vast equipment breadth and integrated network of locations across North America offer superior service and unmatched efficiency for our customers. Your success is what's next with Custom Truck One Source.

We have a great opportunity for a Service Writer in our Bluffton, IN location!

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. Maintain maintenance files.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Works with all service/PTA departments at the local branch to ensure that Repair Orders are opened timely, updated as necessary, and accurate when closed, which includes but is not limited to

* Schedules appointments using Custom Truck One Source approved forms.

* Obtains customer Information along with Tool / Equipment Details.

* Regularly follows up with technician for updates and estimated completion dates.

* If additional work is needed, explain 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 item/tool in. Repair orders MUST be legible.

* Notifies technicians or local management 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.

* Establishes each customer's method of payment. Obtain approval of credit, if necessary.

* Establish "time promised." Check with the technician responsible for work distribution.

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

* Handles telephone inquiries regarding work in process and appointments.

* Compare the final invoice with the original repair order.

* 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.

* Participates in all available training programs.

* 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 customers and co-workers in a professional and courteous manner both verbally 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.

* Ensure 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.

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

QUALIFICATIONS

* Ability to work well with others.

* Able to finish projects in a timely manner.

* Highly organized, detail-oriented, delivering accurate and polished work.

EDUCATION and/or EXPERIENCE

* 3+ years of related experience and/or training; or equivalent combination of education and experience involving serving as a service writer with strong mechanical knowledge of repairs, costs, time to accomplish work of heavy-duty trucks and equipment. Work requires continual attention to detail in establishing priorities and meeting deadlines.

LANGUAGE SKILLS

* Ability to speak both one-on-one and before groups of customers or employees and owners of the organization. Ability to read and interpret documents such as safety rules, operating instructions, and applicable manuals. Ability to write routine reports and correspondence.

MATHEMATICAL SKILLS

* Good with basic math. Must possess the ability to make mathematical computations with accuracy. Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

OTHER

SKILLS AND ABILITIES

* Skilled in PC usage and associated software including Microsoft Office (Word, Excel, Access. Excellent planning, organizational skills and priority setting skills. Well-developed interpersonal and communications skills. Professional…