Service Writer

POSITION: SERVICE WRITER

POSITION PURPOSE:
The Service Writer assists the Service Manager and the Shop Foreman in the day-to-day operation of the Service Department. The 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.


KEY RELATIONSHIPS:
The Service Writer reports directly to the Service Manager. The Service Writer will communicate with the Parts Manager and General Manager as his course of duties relate to the accomplishment of directives, objectives, and communication of the status of ongoing affairs.

The Service Writer will work closely with the other parts counter personnel, coordinating with them the various aspects of customer service requirements.

The Service Writer will also work closely with the Shop Foreman, coordinating repair strategies, estimates, and updating repair status in an effort to provide excellent customer service.

DUTIES AND RESPONSIBILITIES
Management – related
- Meet with the Service Manager and the Shop Foreman each morning to establish repair strategies based on the night notes, dispatch sheets, and job priorities.
- Assign jobs, in the absence of the Shop Foreman, to technicians based on skills and abilities.
- Review dispatch board with the night foreman prior to leaving for the day.
- Maintain current dispatch board status.
- Review repairs in process as to time and price 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 on repair order.
- Assist the Shop Foreman with preparing accurate repair estimates.
- 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.
- Assist the Service Manager in establishing departmental goals and forecasts for each year 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,
- Greet all customers in a friendly and timely manner.
- Maintain contact with service customers. Check repair status and update customers as to changes in promised completion time, change in estimate to complete repairs, or needed additional repairs.
- Open and close repair orders as needed.
- Handle routine complaints and make adjustments to repair invoices that require one hour or less.
- Recommend adjustments greater than one hour to the Service Manager.
- Work with the credit department to maintain proper credit status 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.

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Administrative - Uncategorized, Service Writer, COST ESTIMATES, Scheduling, TRUCK REPAIRS