Service Writer

Job overview

Assist the Service Manager or Shop Foreman in maintaining accurate and on-time work orders and minimizing billing cycle days. Own communication around taking calls, creating quotes, and closing jobs as efficiently as possible, with a focus on customer transparency throughout the service process. This role will also support the organization, accountability, and presentation of equipment on the lot.

Responsibilities

Customer & Work Order Management

• Focus on billing cycle days to the target number.
• Manage customer calls and create work orders to be assigned.
• Follow up with customers on equipment involving shop or parts delays.
• Oversee the opening, reviewing, and closing of work orders.
• Review work orders for completeness and accuracy prior to customer billing.
• Create quotes from the existing SPG/MST library.
• Drive to quote all jobs to create a better customer experience.
• Collect payment upon completion of job(s).

Technician Support

• Support technicians with notes on work orders as needed.
• Post technician time to work orders.
• Ensure payroll information is up to date and report Service Department time to Payroll.
• Submit all service warranty and Product Improvement Program claims within the required timeframe to receive maximum credit.

Equipment & Lot Coordination

• Maintain accountability for whole goods inventory, AMS products, and attachments on the lot.
• Assist with loading and unloading inbound and outbound equipment and other deliveries.
• Conduct walk-around inspections of inbound and outbound equipment.
• Organize, identify, and monitor equipment on the lot to ensure accurate location and inventory records.
• Label equipment to ensure proper identification.
• Perform regular upkeep of stock equipment, including starting equipment, checking tires, and maintaining cleanliness.
• Use applicable software programs to track equipment movement and reconditioning.
• Conduct periodic inventory audits.
• Photograph and stage equipment as needed for marketing, advertising, and customer presentation.
• Maintain the organization and appearance of the equipment lot and ensure equipment is clean and presentable.

Qualifications

• 2-3 years of experience as a service/warranty clerk is preferred.
• Administrative, data entry, or office setting experience would be beneficial.
• High School Diploma or GED equivalent is required.
• Ability to use standard desktop applications such as Microsoft Office and Internet functions.
• Knowledge of office procedures.
• General understanding of mechanical/technical terms is preferred.
• Basic knowledge of how pieces of machinery function or what they are intended to do.
• Strong organizational skills with the ability to effectively manage multiple priorities and responsibilities.
• Ability to work independently with limited supervision while functioning effectively in a team environment.
• Ability to safely and correctly operate agricultural and commercial equipment.

Additional requirements

• Valid Driver's License required.
• Forklift Certification.
• Valid DOT Medical Card is required.

Working Conditions

• Medium work: Exerting up to 50 pounds of force of occasionally, and/or up to 20 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects. Climbing, Balancing, Stooping, Kneeling, Crouching, Reaching, Standing, Walking, Lifting, Fingering, Grasping, Talking, and Hearing.
• The worker is subject to both environmental conditions: Activities occur inside and outside.
• The worker is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or to chemicals.
• The worker is required to have visual acuity to operate motor vehicles or heavy equipment.

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