Service Writer

Job Description and Expectations –Service Writer for Agriculture and Lawn & Garden Equipment

General Requirements

  1. Two or more years’ experience in repair troubleshooting with a track record of success. Preferably in one of the following industries: agricultural equipment, motor vehicle industry, outdoor power equipment, recreational vehicles, construction equipment and machinery, small engine repair.
  2. Must be able to work 40 hours per week and longer as required to meet customer demands.
  3. Must have excellent organizational, multi-tasking and reasonable computer skills.
  4. Must have a customer service heart and be able to handle all types of customer service inquiries.
  5. Demonstrate an ability and affinity to work on a successful team.
  6. Have excellent communication and people management skills.

Target Responsibilities

  1. Assist the Service Manager as directed with the goal of exceeding customer expectations, maintaining a positive work environment and maximizing recovery rates.
  2. Ensure that all written work orders for technicians are clear and complete.
  3. Ensure that technicians have accurately recorded all time and materials for each job and that invoices can be prepared in a timely manner.
  4. Interact with customers to ensure a positive experience with the service department and the dealership.
  5. Oversee the appearance and organization of the service office and shop area to communicate professionalism of the technicians and commitment to excellence by the dealership.
  6. Working with the Shop Foreman to schedule all work for the Technicians.
  7. Regularly review lawn and garden open work orders and address any problems being experienced by customers or technicians.
  8. Coach and encourage technicians to exceed customer expectations with every job.
  9. Assist the Shop Foreman in ensuring that each technician is maintaining a clean and safe work area.
  10. Communicate to the Parts Department Manager critical parts that need to be inventoried.
  11. Help lead the department in creating a pleasant and positive work environment where every employee is able to contribute to the department and company’s success. 
  12. Be quick to help others in the company when they need a hand or have a difficult problem to solve.