Service Writer Job at KanEquip, Inc. in Wamego

Position : Service Writer

Location : Wamego, KS

Job Id : 1111

# of Openings : 1

Title : Service Writer

Reports to : Service Manager

Employee Status : Full-Time, Permanent

Purpose :

The Service Writer assists the Service Manager in administrative duties of the Service Department. He / she has key customer-facing responsibilities, as well as is typically responsible for paperwork flow in the department. Additional duties include assisting the technicians with questions and communicating with parts personnel and the warranty department, as well as facilitating trucking and wash bay operations.

Job Responsibilities (ranked in significance) :

• Company Values : Ensures all company values are adhered to and promoted, including leading by example and participation in employee recognition programs.
• Customer Service / Interaction : Responsible for answering inbound customer calls and greeting walk-ins. Takes care of customer needs, clarifies work instructions, communicates status of repair, informs customers of additional work required, and upsells as appropriate. Ensures customers are called prior to invoices being mailed to minimize surprises or concerns on work performed.
• Work Scheduling and Processing : Organizes job scheduling for efficient department performance. Ensures all paperwork is completed timely and accurately, including warranty-related documentation. Opens and completes work orders as required.
• Technician Assistance : Assists technicians with paperwork, computer usage, warranty descriptions and issues, local technical assistance, and vendor inquiries.
• Trucking Operations / Wash Bay : Responsible for the efficiency and safety of trucking operations, including scheduling, customer satisfaction, and fleet maintenance. Schedules pickup and delivery of equipment for repairs, sales, and trades, and prioritizes work through the Wash Bay.
• Customer Satisfaction : Helps ensure a high level of customer satisfaction as measured by surveys, feedback, and interactions. Takes effective action to resolve customer questions or issues non-confrontationally.
• Retail Operations : Assists Service Manager in ensuring appropriate staffing for all support needs. Aids in overall facility maintenance and upkeep.
• Facility Management / Safety : Aids Service Manager in keeping shop and office areas clean and orderly. Assists in the repair and purchase of tools and shop items. Ensures a safe environment and compliance with safety practices.
• Personal Development : Stays current with education on new products, vendor, and warranty requirements.
• Communications : Ensures good communication with all personnel, particularly technicians, service writers, salespeople, and parts personnel.
• Policy / Procedures : Ensures compliance with all policies and procedures.

Requirements :

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