Service Writer

Job Summary

The Service Writer is primarily responsible for generating documentation and billing for service repairs. This includes invoicing, quoting, warranty, and other items required for the repair. The Service Writer is also responsible for answering phone calls and contacting customers on repair status.

Duties and Responsibilities

• Answer phone calls and assist customers with questions about their repair.
• Entering descriptions and ensuring work orders are coded properly.
• Processing Work Orders and generating invoices.
• Work with the parts departments to ensure technicians have what they need to complete repairs.
• Checking Units In and Out of shop in accordance with company policy.
• Updating Repair and Customer status in the system.
• Provide customers with updates, estimates, and inspection results in a timely manner.
• Assist Service Manager with warranty and other manufacturer related paperwork.
• Completion and filing of Bobcat Arrival Condition Reports.
• Assist in collecting and processing customer payments.
• Perform other duties and tasks as assigned by the service manager.
• Exemplify the Total Equipment Core Values: Teamwork, Excellence, Passion, Integrity, and Customer First.

Required Skills and Abilities

• Perform certain computer skills and operate standard office equipment.
• Provide excellent customer service by listening to customer inquiries and requests, asking questions to identify service needs, and resolving concerns. 
• Able to work with a wide range of personalities in a courteous, effective, and professional manner.
• Able to work with minimal supervision.
• Competent skills regarding the operation of compact industrial equipment.
• Accommodating and analytical, while producing highly precise and accurate work.

Education and Experience

• High school degree or equivalent experience.
• Prior work experience with customer service, answering phones, and filing paperwork preferred.

Physical Requirements

• Must be able to bend, stretch, kneel, stand, lie, and squat to perform inspections.
• Must be able to lift and pull 40 lbs. regularly and up to 75 lbs. occasionally.
• Must have visual acuity to inspect equipment and identify defects.
• Must be able to hear well enough to test sounds and identify functioning level of equipment.
• Must be able to work safely in a noisy area with many odors present.
• Must be able to perform the physical duties of the job.