Job Details

About the role

The Service Writer assists customers, the Service Manager & Service Team, in the day-to-day operation of the Service Department. The Senior Service Writer helps organize, lead, and control the flow of service work through the service department in a professional, timely manner while ensuring quality repairs at a fair cost to the customer.

***$30.00 - $35.00/Hour based on Experience

Essential Duties

Operations – related

• Meet with the Service Manager and other service department stakeholders each morning to establish repair strategies based on the night notes, dispatch sheets, and job priorities.
• Assign jobs, as needed, to technicians based on skills and abilities.
• Maintain updates to all repairs via the technology platform for customer estimates and internal / external communications.
• Review repairs in process as to time / estimate commitments.
• Review technician write-ups for accuracy and completeness.
• Confirm that all cores are returned to parts and that warranty parts are properly tagged and stored.
• Coordinate with the rear parts counter on repairs waiting for parts.
• Open warranty claims with Eaton's Real Time, Cummins' Rapid Serve, etc.
• All notes concerning customer conversations must be noted in the technology platform for customer estimates and internal / external communications.
• Assist the service team with preparing accurate repair estimates using the technology platform for customer estimates and internal / external communications
• Walk around customer's vehicle and make note of any damages.
• Schedule work for each day keeping in mind the current workload, the availability of technicians, and their capabilities.
• All competed repair orders must be processed within 48 hours.
• Assist the Service Manager in determining training requirements by recommending needed training based on repairs coming into shop that cannot be performed due to lack of technician skills.
• Assist the Service Manager in maintaining a dealership prescribed standard (manual) for proper hours for repairs aka Mitchell
• Assist the Service Manager in establishing departmental goals and forecasts for each day and aid in accomplishment of these goals.
• Understand and follow federal, state, and local regulations regarding disposal of hazardous waste, OSHA, MSDA, right-to-know, etc,

Customer – related

• Greet all customers in a friendly and timely manner.
• Maintain contact with service customers via the technology platform for customer estimates and internal / external communications DAILY.
• Check repair status and update customers as to changes in promised completion time, change in estimate to complete repairs, or needed additional repairs & update via the technology platform for customer estimates and internal / external communications DAILY.
• Open and close repair orders as needed.
• Recommend adjustments to invoices to the Service Manager.
• Work with the credit department to maintain proper credit status (MSR) on each repair order.
• Check warranty or recall status on each vehicle and put printout with repair order.
• Obtain all customer information and vehicle information prior to creating the repair order. Note all the customer's complaints. Obtain customer's authorization, email and signature prior to beginning repair.
• Obtain purchase orders from each customer as needed (both internal, external, and warranty).

Qualifications

• High school diploma or general education degree (GED).
• Two years in a truck service department is preferred.
• Excellent communication skills – written and verbal.
• Clean DMV record and current driver's license.

Skills and Competencies:

• Microsoft Office (Word / Excel) & Microsoft Outlook

Working Conditions

• While performing the duties of this job, the employee is frequently exposed to moving mechanical parts andoutside weather conditions. The employee is occasionally exposed to wet and/or humid conditions; high, precarious places, and fumes or airborne particles. The noise level in the work environment is usually moderate.

Cognitive and Physical Demands

• Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out instructions furnished in written oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear.
• Frequently lift and/or move parts to be delivered that weigh on average 10 lbs. or less. At times employees may handle parts up to 50 pounds and occasionally team lift and/or move up to 100 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

EEO Statement

Coast Counties Peterbilt is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Coast Counties Peterbilt are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, veteran or disability status, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Coast Counties Peterbilt will not tolerate discrimination or harassment based on any of these characteristics. Coast Counties Peterbilt encourages applicants of all ages.

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