Position: Service Writer

Reports To: Service Manager

Job Description

Coordinate the appointment activities of the service technicians and labourers within the department. Assist the service manager in maximizing the productivity, efficiency and income of the service department while ensuring all customers are served in a prompt and professional manner.

Specific Responsibilities and Accountabilities

Service Writer

• 1st point of contact for the customer to schedule work.
• To document all customer repair needs on a service repair order.
• To compute customer billings and warranty billings; gain customer prior approval for requested and add-on service requirements
• To coordinate shop service scheduling to maximize productivity and efficiency.
• To notify and coordinate customer drop offs and pickups.
• To make sure all billings are collected using company policies.
• Ensure ALL work performed on ALL work orders are properly documented.
• To be available and assist with technical problems that is causing workers to lose productivity.
• To inspect for quality work and cleanliness.
• Consistently provide “ON TIME DELIVERIES” of repaired / sold Recreational Vehicles.
• Monitor Technicians Billable Hours and determine reasons for not meeting established timelines for completion.
• Assign work activities, based on work priority and tech skill sets – ensuring the best fit for maximum productivity.
• Fully responsible for monitoring the performance of the Mobile Technician including supervision, scheduling, $$ earned, etc.
• Ensure all work orders are opened and closed promptly
• Conducts a thorough examination of the RV to be repaired and provides estimates and actual costs of factors such as materials, labor, and outside contractors. Record flat rate times on ALL Work Orders
• Recommends measures to improve service scheduling, productivity, efficiency and overall profitability.
• Ensure all incoming RV’s are accounted for and scheduled in for inspection / repairs.
• Initiates RV services and repairs by ascertaining performance problems and services requested. (this is beyond the first point of contact)
• Verifies warranty and service contract coverage, developing estimates, writing repair orders, and maintaining customer rapport and records.
• Ascertains RV problems and services by listening to customer’s description of symptoms, clarifying description of problems, conducting inspections, and examining service schedules.
• Develops estimates by costing materials, supplies, and labour through the use of Spader Codes and Peartree Estimate Creator.
• Calculates customer’s payment, including deductibles.
• Prepares work orders (WO) by describing symptoms, problems, and causes discovered, as well as repairs and services required.
• Obtains approval signatures and enters WO into Peartree.
• Maintains customer rapport by explaining estimates and expected return of RV, obtaining customer’s approval of estimates, obtaining and providing contact telephone numbers and answering questions and concerns.
• Maintains RV by recording problems and corrective actions planned in each WO.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests

Service Writer Advisor Qualifications / Skills:

• Customer service
• Problem solving
• Quality focus
• Efficiency Driven
• Estimating
• Product knowledge

Education and Experience Requirements:

• High school diploma, GED, or equivalent
• Previous customer service experience
• 2-plus years of experience in a service advisor role strongly preferred
• Experience or certification within the RV Industry is a bonus
• Computer and point-of-sale proficiency
• Valid driver’s license with an acceptable driving record

Please Forward All Resumes to Greg Park and [email protected]