JOB SUMMARY
The primary function of the Service Writer is to generate, monitor and close all repair orders and to assist the Service Manager in the management of Service Department records and files. 

Night Shift hours are Monday - Friday 2:00 PM to 10:30 PM
 

DUTIES AND RESPONSIBILITIES

1. Personally coordinates all customer contact with the Service Department, including repair estimates, service appointments, customer authorization on service orders, status of repair inquiries, payment terms, and complaints.
2. Generates and maintains all work orders and repair orders. Assists customer in identifying needed services. Issues clear repair instructions to Service Technicians.
3. Coordinates with Service Manager to assure completion of work within time promised to customer. Monitors progress of repairs and updates customer on any changes in agreed service, costs, or time of completion. Obtains customer authorization for such changes.
4. Calculates all labor charges on flat rate repair orders. Reviews all labor charges on hourly rate repair orders. Closes all repair orders in coordination with Service Manager. Reconciles original repair order with final invoice. Summarizes Service technician’s time cards, balances with repair orders, and transmits to Payroll Clerk. Tracks down and resolve all discrepancies prior to transmitting.
5. Insures timely, competent and courteous relations with service customers. Analyzes quality control report.
6. Promotes the sales of labor, parts and accessories during customer contact. Maintains follow-up with customer on suggested repairs.
7. Maintains up-to-date information on hourly service rates, service specials, etc. Offered by competitors.
8. Maintains technical bulletins and other service shop literature.
9. Issues Non-inventory Purchase Orders as authorized by management. Receives purchase orders, as issued by other employees only.
10. Assists Service Manager in the management of Service Department files and records. Types forms, letters, correspondence and answers phone as directed by Service Manager, including manufacturer pre-delivery forms. Staggers lunch hour with Service Manager to cover phones daily.    
11. Monitors daily all open repair orders and closes as quickly as possible. Troubleshoots with parts department any delays in receiving parts or repair orders and resolves quickly. Monitors Inter-company tickets to ensure equal priority.

           
REPORTING RELATIONSHIP
The Service Writer / Service Clerk reports to the Service Manager.
 
 
QUALIFICATIONS
 
Ability to read and comprehend English instructions and information
High school diploma or equivalent
2 years or more experience as a Service Writer preferred
Must have a working knowledge of all heavy truck repair methods
Must have basic computer knowledge and skills
Must have the ability to learn company specific computer programs
Must have the ability to identify and meet Customer needs and requirements
Must be a hard worker and a self-starter and a problem solver.
Organizational and time management skills a must; Exceptional phone and Customer service skills required.
Appearance must meet the company image and requirements.
 

WORKING CONDITIONS
 
Part of this position is physically demanding. May require lifting up to 75 pounds. Will stoop, kneel, crouch, crawl, reach, handle and feel. Will be exposed to noise, vibration, dust, exhaust fumes, paint, and other hazardous and non-hazardous materials. Must climb in and out of customer’s vehicles to record information. The other part of this position will require desk work, including use of computer video monitor, telephone, ten-key calculator and completing paperwork. Must wear a dealership uniform.



WE ARE AN EQUAL OPPORTUNITY EMPLOYER