Service Writer

Company: Ascendance Truck Leasing
Location: Marshfield
Posted on: March 30, 2025

Job Description:

Job Description

Service Write will help Service Manager effectively lead and motivate service department with focus on customer satisfaction, growth and profitability.

Duties

Customer Satisfaction

• Help create and modify procedures for all department personnel to ensure the highest level of customer satisfaction with all customers; Internal or External
• Keep up with progress of all vehicles in the shop, keep customers informed of the following; progress of their vehicles, parts ordering, additional repairs needed and estimated time of completion
• Contact customer as soon as vehicle is completed, explain repairs and charges to customer
• Conduct follow-up calls to ensure repairs were completed correctly and ensure customer satisfaction
• Must be customer sensitive, be able to listen to customer concerns and communicate in a professional manner with all customers, internal and external
  Growth
  
  
  • Help develop strategies to promote Department of Dealership growth
  • Help develop strategies to retain current customers
  • Help develop strategies to secure new customers
  • Help build relationships with current and new customers
    Staff Development
    
    
    • Help ensure department is staffed at appropriate levels
    • Ensure work is assigned equally and fairly to appropriate qualified technician
    • Ensure technicians write complete and accurate stories
    • Ensure all department employees document all customer contact conversations on repair orders
      Management
      
      
      • Meet with manager daily to monitor department performance
      • Maintain a clean and safe work environment (shop, office, parking lot).
      • Keep up with all Federal, State and Local regulations that affect the department, such as hazardous waste disposal, OSHA, EPA, etc.
      • Inform manager of any tools/equipment that needs maintenance or replacement
      • Ensure quality levels are high and meet customer and Mid-State expectations
      • Must maintain a high degree of technical knowledge
      • Must have the ability to accept change and lead others in a similar and positive direction
      • Must understand and comply with international and other vendors, policy and warranty procedures and must stay abreast of all warranty, policy and product changes. Develop a plan to ensure all warranty parts are tracked and returned on time
      • Must be able to prioritize work in the department to complete all repairs in a timely fashion
      • Must be able to rearrange workloads to accommodate walk-in customers and not turn customers away
      • Ensure that all Repair Orders are closed correctly and quickly
        Corporate Culture Management
        
        
        • Must be an effective and appropriate role model
        • Communicate to employees desired culture
        • Reward those who exhibit appropriate company culture and values
        • Promote the Mid-State brand
        • Promote the International/Navistar brand
          Markets
          
          
          • Increase customer loyalty, by building relationships with customers
          • Identify potential customer for growth opportunities
          • Use marketing material on the Navistar Service Portal to increase growth
            
            Working Conditions:
            
            The Lead Service Technician will be exposed to noise, vibration, dust, exhaust fumes, and other hazardous and non-hazardous materials. Road testing of vehicles may be required.
            
            NOTE:
            
            This is not necessarily an exhaustive list of skills, responsibilities, duties, requirements, efforts, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e. rush jobs, emergencies, changes in personnel, work load, or technological developments).

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