Service Writer

Purpose:

Assist the service manager or Shop Foreman in maintaining accurate and on-time work orders and minimizing billing cycle days. Own all communication around taking calls, creating quotes, and closing jobs as efficiently as possible. This role should focus on daily disciplines of billing cycle days and customer transparency on work orders. 

Responsibilities:

• Focus on billing cycle days to the target number.
• Supports technicians with notes on work orders as needed.
• Manages customer calls and creates work orders to be assigned.
• Follows up with customers on equipment involving shop or part delays. 
• Ensures payroll is up to date.
• Post Technician time to Work Orders. 
• Report Service Department time to Payroll. 
• Submits all service warranty and Product Improvement Program claims within the required time frame to receive maximum credit.
• Reviews work orders for completeness and accuracy prior to customer billing 
• This person oversees opening, reviewing, and closing all work orders. 
• Create quote from existing SPG/MST library. 
• Collection of payment upon completion on job(s). 
• Drives to quote all jobs to create a better customer experience. 
• Support management in the pursuit of corporate policies, plans, goals, and long-term objectives. 
• Foster a great place to work environment, encouraging accountability, open communication, teamwork, and a commitment to serving the customer. 
• Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook.  
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service. 
• Ensure that company’s reputation and image in the community is consistent with Hutson Inc. Core Values. 

Experience, Education, and Skills:

• 2-3 years of experience as a service/warranty clerk is preferred. 
• Administrative, data entry, or office setting experience would be beneficial.  
• High School Diploma or GED equivalent is required. 
• Basic knowledge of accounting practices. 
• Ability to use standard desktop load applications such as Microsoft Office and Internet functions. 
• Knowledge of office procedures. 
• General understanding of mechanical/technical terms is preferred. 
• Knowledge of equipment models or numbers.  
• Basic knowledge of how pieces of machinery function or what they are intended to do. 

Essential Eligibility Requirements:

• Valid Driver’s License

Essential Job Requirements:

1. General Physical Requirements:

• Light work: Exerting up to 20 pounds of force occasionally and/or negligible amount of force constantly to move objects. Reaching, Standing, Walking, Lifting, Fingering, Grasping, Feeling, Talking, Hearing, and Repetitive Motions.

2. Visual Acuity:

• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; expansive reading; visual inspection involving small defects, small parts and/or operation of machines (includes inspection); using measurement devices; and/or assembly of fabrication of parts at distances close to the eyes.
• The worker is required to have visual acuity to determine the accuracy, neatness, thoroughness of work assigned or to make general observations of facilities or structures.

Job Specific Competencies:

Customer Focus: Prioritizes the needs and satisfaction of customers by actively listening, understanding their concerns, and providing timely, effective solutions. Demonstrates empathy, patience, and a positive attitude in all customer interactions. Strives to build long-lasting relationships and continuously seeks ways to improve the customer experience.

System Proficiency: Skilled and proficient in applicable systems that pertain to the role such as DTAC, Service Delivery, Codify, ADP, Salesforce, Foresight, Service Advisor, etc. Consistently works to improve skills within these systems and stays up to date with software changes to remain effective in the role. Works independently within these systems and needs little guidance when completing recurring tasks.

Communication of Technical Issues: Effectively communicates technical issues to both customers and shop personnel in a clear, concise, and professional manner. Translates complex technical details into understandable terms for customers, ensuring transparency and confidence. Provides accurate and detailed explanations to technicians to support effective diagnosis and repair processes.

Timekeeping: Accurately tracks and records technician hours and times when required, ensuring proper documentation for service work and payroll. Verifies that time entries align across systems, in accordance with company policy.

PIP System: Submits all service warranty and PIP claims within the required time frame to receive maximum credit. This individual does not need to be reminded and encouraged to stay up to date with PIP work.

Technician Support: Supports technicians with scheduling and notes on work orders as needed with enthusiasm and supports a culture of excellence in the shop.