Service Writer

Summary

Must have some knowledge of construction equipment.

The Service Writer is responsible for maintaining Service Technician timecards and safety training records, generating work order logs, entering data into the service business system, preparing warranty claims, running reports, and other general service department duties as directed by the Branch Service Manager.

Essential Functions

• Administrative – Maintain department communication in order to complete reports and work. Maintain Service Technician timecards and safety training records. Maintain DOT and IFTA logs for all field service trucks. Maintain clean and organized warranty parts storage. Enter proper charge labor codes, work done and type of machines. Work with customer invoicing problems. File invoices properly with current account system to maintaining current billing cycle. Answer phones system, taking messages and directing calls as needed. Maintain a clean, orderly and safe work area appearance.
• Service – Complete job status reports. Generate work order log and previews on completed work orders. Open and close work orders in a timely manner in order to minimize work-in-process. Maintain use of the Standard Pricing Guide (SPG) with employees and work orders. Work with Deere Product Support Manager. Bill according to established flat rates. Interview customers to obtain description of problem and type cost estimate of repair work for customers (quote). Prepare warranty claims, file with Central Warranty Processor, and maintain warranty log. Establish and maintain service records. Maintain quality control records. Inform Branch Service Manager of Service Technician productivity on current work orders. Answer and schedule field servicing. Dispatch service trucks through Navtrax/JD link (internal system). Process part returns for warranty claims.

Other Functions

• Deliver parts, run errands, etc. as needed.
• Assist with other duties assigned and directed by corporate management within the frame work of Murphy Tractor and Equipment Company, Inc.’s objectives.

Knowledge/Skills/Abilities

• Strong focus on customer service.
• Strong knowledge of Microsoft Office and Internet.
• Strong knowledge of Warranty Administration.
• Basic knowledge of office machines, including copier, fax and printer.
• Basic knowledge of construction equipment.
• Strong attention to detail.
• Able to communicate effectively as appropriate for the needs of customers or coworkers.
• Able to work effectively in a team environment.
• Able to process work with accuracy.
• Meet commitments and deadlines.
• Strong time management skills and ability to work in a fast paced environment.
• Able to complete required documentation and reports in a timely manner.
• Able to perform multiple tasks simultaneously.
• Able to work a flexible schedule as needed.
• Able to organize and prioritize numerous tasks and complete them under time constraints.
• Ability to interact professionally with other employees, customers and vendors.
• Ability to use interpersonal skills necessary in order to communicate by e-mail and telephone to provide information with ordinary courtesy and tact.
• Demonstrates openness to new procedures, technology and structure.
• Able to grasp new technology quickly and trouble shoot basic problems.
• Valid Driver’s License.

Physical Requirements and Work Schedule

Ability to do occasional lifting of up to 30 lbs. Able to work flexible schedule, including some evenings and weekends.

Education/Work Experience

High school diploma or GED required. At least one year related experience and/or training preferred.

Murphy Tractor & Equipment Co. is an equal opportunity employer.