Service Writer; CMD

Scope of Work

As a Service Writer you will serve as the first line in Customer Relations by scheduling services for our valued customers. Waukesha‑Pearce Industries delivers thorough attention to detail and customer satisfaction. The Service Writer will interact with customers to build loyalty and ensure confidence in the safety and reliability of machinery equipment. The successful candidate requires passion for taking care of customers and assisting them in having a pleasant and positive experience.

• Promptly greet service customers in a friendly, welcoming and courteous manner
• Takes detailed notes regarding customers’ equipment issues
• Verify that the customer has an account or obtain credit and/or credit card information
• Schedule service work
• Verify warranty status on machine equipment
• Check for factory campaigns
• Explain and implement repair options
• Explain terminology and the nature of work completed to the customer
• Coordinate activities to ensure repair work is fixed during the first visit and in a timely manner
• Provide accurate estimates for all services and recommended repairs
• Handle minor customer complaints in a courteous, nurturing and tactful manner
• Set, confirm and prepare appointments with customers to expedite their service experience
• Determine machine equipment needs based on customer information and a machine walk‑around
• Produce work orders for customers with full transparency, including cost and time estimates
• Communicate frequently with managers, foreman and parts associates to ensure timely completion of work
• Follow up with customers on the status of their equipment, based on how the customer prefers to be informed
• Perform other duties as assigned

• Must have a high school diploma or equivalent

• Must have a working knowledge of the above titled position and how it relates to the overall business and its objectives
• Must meet goals and objectives set forth by the company
• Must conform to company policies and procedures set forth by the company
• Must have a current driver’s license and an acceptable driving record per WPI insurance carrier standard if driving a company vehicle (ONLY IF JOB REQUIRES)
• Must be able to pass and maintain drug and alcohol testing requirements as outlined by the Department of Transportation (ONLY IF JOB REQUIRES)
• Must be computer literate; a Windows‑based environment preferred (MS Word, Excel, PowerPoint, Access, Outlook)
• Must be able to lift 50 pounds (ONLY IF JOB REQUIRES)
• Must be able to bend and twist several times a day
• Must have the ability to work flexible hours and days
• Must be dependable and able to work independently
• Must maintain good client relations
• Must maintain a professional appearance
• Must promote and maintain a clean, neat and safe work environment
• Must have the ability to supervise and motivate others
• Must protect the company’s assets and interests

• Typical hours of work Monday through Friday; 8 a.m. to 5 p.m.
• Some occasional extended hours may be required
• Sitting; occasional bending or kneeling; lift and carry a maximum of 15 lbs., reach overhead for lightweight items
• Office work

WPI is an EEO/AA (equal opportunity/affirmative action) institution and does not discriminate on the basis of sex, age, race, color, religion, physical or mental disability, creed, national origin, veteran status, sexual orientation, genetic information, gender identity, or gender expression in the programs or activities it operates.

WPI es una institución EEO/AA (igualdad de oportunidad/acción afirmativa) y no discrimina en base al sexo, edad, raza, color, religión, discapacidad física o mental, credo, origen nacional, estatus de veterano, orientación sexual, información genética, identidad de género o expresión de género en los programas o actividades que opera.