As a Service Writer, you will play a vital role in coordinating and facilitating the new machine PDI, servicing and repair of heavy machinery, ensuring efficient communication between customers and service technicians. Your responsibilities will revolve around managing service requests, documenting issues, scheduling repairs, and providing exceptional customer service. 

Essential Functions: 

• Interact with customers and ascertain their service needs. 
• Act as the primary point of contact for customers throughout the service process. 
• Provide detailed explanations of service options, estimates, and timelines. 
• Receive service requests via phone, email, or in-person and accurately document them. 
• Prioritize service requests based on urgency and equipment downtime impact. 
• Gather relevant information from customers regarding machinery issues, symptoms, and history. 
• Maintain accurate records of service requests, repairs performed, and parts used. 
• Create detailed service orders, including work descriptions, cost estimates, and timelines. 
• Follow up on all quotes and monitor all jobs daily. 
• Ensure that repairs are performed within the labor hours quoted or estimated. 
• Ensure all necessary documentation, such as warranty information and service manuals, is accessible and up to date. 
• Apply special emphasis to all warranty and factory campaign work orders. Properly and accurately obtain all required pertinent information, including actual warranty determination, type and limits of coverage, non-warranty costs to customer, etc. Properly and accurately inform customers and Service Manager of the situation. 
• Ensure that all factory campaigns are completed by designated deadlines. 
• Responsible for all mechanics safety and to ensure that all mechanics check in or are back at the shop at the end of the day including O/T and weekends. 
• Liaise between customers and service technicians to ensure clear communication and understanding of service needs. 
• Schedule service appointments based on technician availability and customer preferences. 
• Communicate updates on service progress, delays, or additional repairs to customers in a timely manner. 
• Accurately determine if machine warranty applies. Advise customers of warranty status prior to performing any service. If unable to determine due to lack of information, inform the customer that the job will be charged as revenue until information identifies it as warranty. 
• Submit completed warranty claims to Warranty Administrator. 
• Obtain proper authorization (P.O. number, written consent, FAX, etc.) to proceed with repairs from customers for original work requested and proper authorization for any additional work added. This includes updating time and money estimates/quotes. 
• Develop a basic understanding of heavy machinery components, systems, and common issues. 
• Interpret technical information provided by service technicians and effectively communicate it to customers in layman's terms. 
• Collaborate with technicians to troubleshoot complex issues and identify appropriate solutions. 
• Strive to exceed customer expectations by providing exceptional service and support.
• Address customer concerns or complaints promptly and professionally.
• Seek feedback from customers to continuously improve service quality and satisfaction levels.
• Other duties as assigned. 

Qualifications, Knowledge, Skills and Abilities: 

• High school diploma or equivalent; additional technical or vocational training is a plus. 
• Previous experience in a customer service or administrative role, preferably within the heavy machinery or automotive industry. 
• Strong communication and interpersonal skills, with the ability to effectively interact with customers and service technicians. 
• Excellent organizational abilities, including the ability to prioritize tasks and manage multiple service requests simultaneously. 
• Basic technical knowledge of heavy machinery operations and maintenance preferred. 
• Proficiency in computer applications, including MS Office and service management software. 
• Attention to detail and accuracy in documenting service requests, estimates, and repair information. 
• Ability to remain calm under pressure and resolve conflicts or challenging situations diplomatically. 

We are an equal opportunity employer. Prospective employees will receive consideration without discrimination because of race, color, religion, creed, national origin, gender, gender-identity or gender expression, age, marital status, sexual orientation, veteran status, disability, pregnancy or parental status, or any other legally protected status.