Position Summary:

Reporting to the Shop Manager, the Service Writer is the first contact for our service department and heavy-duty mechanic shop. The Service Writer will utilize their experience and knowledge related to a heavy-duty shop environment, to effectively communicate with both internal and external customers by phone, text, email and In-person. All duties related to the Service Writer position will be to ensure smooth workflow for the entire maintenance team and the customers who need access to both services and space. This position will act as ambassador and liaison for the shop and will protect the positive shop image.

Position Responsibilities:

• Processing paperwork including job jackets, notes, and invoices are administered in a timely and accurate manner
• Full cycle workorder process
• Work with Shop Leadership to arrange and attend regular department safety meetings, prepare and distribute meetings to all personnel involved
• Work with Safety Manager to ensure adherence to all OH&S Safety Standards, track deficiency action items and progress
• Administration, monitoring and coordination of warranty items, issues and returns
• Warranty claim details including claim writing, warranty returns, warranty reconciliations and warranty appeals when needed
• Works closely with Technicians and Parts Manager so there is limited delay in any required service-related parts
• Responsible for gathering and interpreting information on equipment condition from the Technicians in order to communicate this information in a professional manner
• Time clock management and time entry for any hourly staff
• In conjunction with the Shop Manager, monitor and create staff rotation related to shift work and on-call schedules
• In conjunction of the Shop Manager, entry of regular maintenance schedules into service database (Full Bay) for all relevant equipment
• Responsible for all maintenance-related communication; requests, diagnosis, progress, delays and completion notification
• Keeps all information updated in service database (Full Bay), including customer profiles, equipment, hours, and other relevant information from the work order
• Maintains service accessories and supplies and prepares replacement orders when necessary
• Performs other functions or duties as directed by management in-line with the objectives of the Service/Shop Department

EDUCATION, SKILLS AND KNOWLEDGE:

• High School Diploma or equivalent
• Education or substantial experience in administration and customer service in a shop environment
• Ability to use standard desktop load applications, such as MS Office Suite and internet functions
• Experience using Fullbay or any other heavy-duty repair shop software, will be considered an asset
• Knowledge of office procedures and accounting practices
• General understanding of mechanical/technical terms
• Knowledge of agricultural industry and related equipment
• Strong attention to detail with exceptional interpersonal skills
• High attention to detail and proven data entry and data editing skills
• Process-driven, organized and able to adjust schedules in the event of competing or high-priority items