Service Secretary RoadBuilders Machinery and Supply RoadBuilders Machinery and Supply

Service Secretary

The Service Writer manages the workorder process from initiation to closure. The Service Writer will provide the highest level of communication to all involved parties including customer, service manager, pssr, and sales team. The Service Writer will work closely with the Service Manager to ensure all processes in the Service Department are as efficient as possible.

Essential Functions Include:

  • Safety in all aspects of work is a requirement at RoadBuilders as Service Writer you will champion the “Safety Attitude”
  • Open, Process, and Close service workorders for the shop and field
  • Manage quality of data entered in Service Reports to ensure maximum clarity to customers and the highest possible warranty recovery
  • Communicate the status of repairs to customers, PSSR’s, and sales teams as needed to ensure maximum satisfaction
  • Monitor and schedule technician/customers schedule as needed ensuring maximum efficiency
  • Manage billing allocation as directed by Service Manager
  • Answer incoming calls and greet walk-in customers in a timely and friendly manner.
  • Perform weekly workorder follow-up surveys with customers ensuring all open concerns are documented and closed
  • Audit all workorders for pictures and ensure all repairs are supported
  • Create reports and analyze data in PowerBi and Excel as needed and requested by management
  • Monitor the age of all workorders ensuring work in process is kept at a minimum
  • Follow-up on all backordered parts to ensure timelines are kept
  • Schedule and monitor outside contractors as required for sublet labor and needed equipment repairs
  • Manage workorders and technician time keeping utilizing dealer business system
  • Audit technician time keeping and billed labor hours to ensure high level of accuracy

Preferred Qualification and Qualities

  • Heavy equipment dealer service writer experience
  • Bilingual (English/Spanish)
  • Expert level understanding of Office 365 Suite
  • Experience in CDK dealer business software
  • Bachelor’s Degree in Management
  • Expert in customer service
  • Expert level task management and organization skills
  • A strong sense of professionalism and desire to take ownership of work

Educational/Experience Requirements:

  • 1-year experience as service writer/advisor in automotive, truck, or heavy equipment
  • Highschool Diploma or GED
  • Competent in MS Excel / Word / Outlook
  • Competent in efficiently operating a laptop computer
  • Valid driver license including a clean driving record subject to background check

Work Environment:

  • Occasional – Shop environment with exposure to heat, cold, dust, dirt and noise. Lifting 40 LBS, climbing, and standing for an extended amount of time.
  • Regular – Office environment. Business professional appearance must always be maintained.

Competitive compensation package and full company benefits package including medical, life, dental, vision, vacation, and 401(K).

All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.

Job Type: Full-time

Pay: $15.00 – $25.00 per hour

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Disability insurance
  • Flexible spending account
  • Health insurance
  • Life insurance
  • Paid time off
  • Referral program
  • Vision insurance

Schedule:

  • Monday to Friday

Education:

  • High school or equivalent (Required)

Experience:

  • Microsoft Office: 1 year (Required)
  • Customer Service: 1 year (Required)

Work Location:

  • One location

Typical start time:

  • 8AM

Typical end time:

  • 5PM

Setting:

  • Other

Administrative Duties:

  • Scheduling
  • Sorting and sending mail
  • Answering and routing phone calls
  • Greeting visitors

Financial Duties:

  • Billing

This Company Describes Its Culture as:

  • Detail-oriented — quality and precision-focused
  • Stable — traditional, stable, strong processes
  • People-oriented — supportive and fairness-focused
  • Team-oriented — cooperative and collaborative

Company's website:

  • https://www.roadbuildersmachinery.com/

Benefit Conditions:

  • Waiting period may apply
  • Only full-time employees eligible

Work Remotely:

  • No

COVID-19 Precaution(s):

  • Remote interview process
  • Personal protective equipment provided or required
  • Social distancing guidelines in place
  • Virtual meetings

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