Service Writer / Advisor

Description

The Service Writer will help the Service Manager effectively lead and motivate the service department with a focus on customer satisfaction, growth, and profitability.

Duties

1. Customer Satisfaction

Help create and modify procedures for all department personnel to ensure the highest level of customer satisfaction with all customers; Internal and External

Keep up with the progress of all vehicles in the shop, keep customers informed of the following, progress of their vehicles, parts ordering, additional repairs needed, and Estimated Time of Completion

Contact Customer as soon as vehicle is completed, explain repairs and charges to customer

Conduct follow-up calls to ensure repairs were completed correctly and ensure the customer is satisfied

Must be customer sensitive, be able to listen to customer concerns and communicate in a professional manner with all customers, internal and external.

2. Growth

Help develop strategies to promote Department and Dealership growth

Help develop strategies to retain current customers.

Help develop strategies to secure new customers.

Help build relationships with current and new customers.

3. Staff Development

Help ensure the department is staffed at appropriate levels

Ensure Work is assigned equally and fairly to the appropriate qualified technician.

Ensure technicians write complete and accurate stories.

Ensure all department employees' document all customer contact conversations on repair orders.

4. Management

Meet with the manager daily to monitor department performance.

Maintain a clean and safe work environment (shop, office, and parking lot)

Keep up with all Federal, State and Local regulations that affect the department, such as hazardous waste disposal, OSHA, EPA etc.

Inform manager of any tools / shop equipment that needs maintenance or replacement.

Ensure quality levels are high and meet Customer and Mid-State expectations.f. Must Maintain a high degree of technical knowledge.g. Must have the ability to accept change and lead others in a similar and positive direction.

Must understand and comply with International and other vendors, policy, and warranty procedures and must stay abreast of all Warranty, policy, and product changes.

Develop a plan to ensure all warranty parts are tracked and returned on time.

Must be able to prioritize work in the department to complete all repairs in a timely fashion.

Must be able to rearrange workloads to accommodate walk in customers and not turn customers away.

Ensure that all Repair Orders are closed correctly and quickly.

5. Corporate Culture Management

Must be an effective and appropriate role model.

Communicating to employees desired culture

Reward those who exhibit appropriate company culture and values

Promote the MID-STATE brand

Promoting the International / Navistar brand

6. Markets

Increase customer loyalty by building relationships with customers

Identify potential customers for growth opportunities

Use marketing material on the Navistar Service Portal to increase growth.

Position Requirements :

Education / Experience :

Entry Level Position, Basic Vehicle Knowledge

Skills :

Ability to help Service managers effectively lead and motivate service department with focus on Customer satisfaction, Growth, and profitability

Professional appearance

Customer Service Skills

1+ years as a Service Advisor / Writer prefer in Med / Heavy truck dealership; but automotive dealership is ok

Authority :

Reports to Service Manager, Service Director

Mission :

Help Manager to lead and manage the service department maximizing, growth, profitability, and customer satisfaction