A service/management position that requires someone who is a self-starter, a strong leader, someone who understands the importance of relationships with their customers as well as their coworkers. The service writer is responsible for maximizing the efficiency, revenue and productivity of the service department and achieving the highest levels of customer satisfaction. This position must be able to manage multiple tasks in a fast-paced environment with strong computer and organizational proficiency.
Essential Functions
- Greeting and communicating with customers on all aspects of repair, such as creating work orders, arrange scheduling and communicating work to the technicians, and providing estimates to the customer and finalizing invoices.
- Liaise between customers and service technicians to identify and sell vehicle repairs and maintenance.
- Determine need for repairs and maintenance by relying on information relayed by technicians, by questioning customers thoughtfully, and by researching vehicle history and other forms of computer information.
- Verify work is properly diagnosed and performed while ensuring workflow is streamlined.
- Schedule and manage service workflow according to priority list.
- Advises customers of necessary repair service including estimates of cost; also, make recommendations to customers for additional preventative maintenance work needed.
- Responsible for keeping shop area clean and organized.
- Responsible for the safety of service technicians and maintaining a safe working environment.
- Assist service personnel in diagnostics as needed.
- Recommends new shop equipment or technician training to cut costs, or increase shop efficiency.
- Work with the parts department to ensure all repair parts needed are available prior to starting repair.
- Make sure technicians manage repair order time punches and parts used.
- Establishes and maintains good working relationships with internal and external customers to encourage repeat and referral business.
- Monitors the progress and completion of vehicles in the shop ensuring that proper repair and safety procedures are followed.
- Handles customer complaints immediately and in accordance to dealerships guidelines.
- Monitors paper flow to ensure all documents are accounted for and closed in a timely manner.
- Maintains a professional appearance and attitude with co-workers, customers, vendors.
- Follows and enforces all company policies and procedures.
- Other duties as assigned.
Competencies
Excellent professional communication and organizational skills. Team player with strong Commercial Awareness. Strong decision-making and problem-solving abilities. Excellent time management skills and results-oriented performance. Proven leadership abilities with demonstrated integrity and ethics.
Supervisory Responsibility
Works with Operations or Service Manager to Co-Supervise service department technicians.
Work Environment/Physical Demands
This position will be performed in an office setting but will be required to move about through the service and parts departments. While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles. The noise level in the work environment can be loud. Must be able to lift and carry up to 50 pounds (e.g., parts, tools, equipment, etc.). Must also be able to sit or stand for prolonged periods of time, climb in and out of vehicles, and occasionally bend or stoop.
Required Education, Experience & Abilities
- High School diploma or equivalent required, bachelor’s degree preferred.
- Valid driver's license with good standing MVR. Must meet minimum Motor Vehicle Record (MVR) acceptability policy.
- Minimum 2 years of retail Automotive/Truck service Customer Relations and or Customer Service.
- Minimum 5 years’ Heavy Duty Truck Equipment and/or Body Shop Technician experience in a dealership setting preferred.
Pay: $35,500.00 - $50,000.00 per year
Benefits:
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
