Service Writer

Primary Purpose:

The Service Writer functions as the primary liaison between the Branch Service Department personnel and customers. The primary responsibility is to ensure that all customer contact and customer follow-up occurs on a timely basis and that all information provided to customers is accurate and up-to-date.

Essential Functions include the following.

• Handle customer calls involving repair of equipment. Open all repair work orders. Once work completed, close work orders, complete paperwork needed to invoice customer(s), and arrange for return of equipment to customer(s) or to rental inventory.
• Troubleshoot incoming service request calls. Schedule service if needed. Refer calls to Service Manager for help in diagnosing equipment problems. Obtain and document information on service calls from road mechanics.
• Under supervision of Service Manager, file warranty claims on a timely basis.
• Track status of all repair orders. On a weekly basis review the status of open work orders with Service Manager.
• Monitor customer equipment staging area. Follow up with customer(s) insuring customer owned equipment is picked up on a timely basis.
• Maintain parts holding area for customer repair orders. Work with Parts Department to restock/reorder commonly used items.
• Key SMF’s changes to equipment availability status. Review status list and trouble shoot/correct issues.
• Act as a backup for Parts Coordinator.
• Other duties may be assigned