Service Writer

The Washington Tractor Service Department is the hub of our Service Department. The Service Writer plays a significant role in promoting customer relations, communication with Service Technicians and driving profitability through operational excellence, and implementing best practices for the various delivery of repairs and maintenance. By partnering closely with the Service Manager, Service Technicians and Customers, the Service Writer ensures customer expectations are met.

Purpose:

Assist the service manager in providing excellent customer service while maintaining accurate and on-time reports and records relative to the service department’s operation within the dealership.

Job Requirements
Essential Duties and Responsibilities:

- Drive profitable growth in Service Department by working closely with Service Manager and Service Technicians.
- Assists in managing workflow in Service Department to ensure timely completion of the work in progress and payment receipt.
- Achieve assigned metric standards for performance and profitability.
- Fields internal and external customer inquiries to the Service Department.
- Opens work orders as directed by the Service Manager/Shop Foreman and maintains control until they are closed and invoiced.
- Keep customer informed of the work order progress.
- Maintains the service library with current information (for example, files bulletins, manuals, multi-media, etc.) under the direct supervision of the Service Manager
- Maintains Service Department filing and records
- Updates customer profiles using equipment, hours, or other information from the customer work orders.
- Maintains accessories and supplies and prepares replacement orders.
- May prepare Service Technician efficiency reports.
- May process warranty and/or product improvement claims including the computation of charges, submission and follow-up.
- Must be able to work and communicate well with a technician team of 7 or more.
- Works in an environment with high volume of phone calls and provides an excellent level of customer service. Must possess a valid driver license and retain an insurable driving record.

- Other duties as assigned.

Experience, Education, Skills and Knowledge:
- High School Diploma or equivalent experience required; Associates degree preferred.
- 1 year of experience as a Service Writer or Clerk in a Service Department preferred.

- General understanding of mechanical/technical terms is preferred
- Basic knowledge of accounting practices.
- Intermediate computer skills in desktop applications such as Microsoft Office and internet functions.
- Ability to use company computer systems and achieve a basic to intermediate computer functions.
- Ability to work in a team environment and independently.
- Proficient oral and written communication skills.
- Customer Focused communication style.
- Knowledge of office procedures

Additional Information
Physical Effort:
- Service Writers frequently sit for long periods of time, bend, stoop, crawl and occasionally move equipment. They occasionally lift, handle, and carry parts and equipment. Rarely, they move moderately heavy items with assistance or with mechanical devices.
- Ability to lift up-to 20 pounds unassisted and 75 pounds assisted.

Working Conditions:
- Retail store environment, service and repair shop, and stock room. Exposed to various work surfaces both inside and outside. The work is usually performed inside, but exposure to various environments occur frequently.

Travel:
- Up to 10% driving or air travel.