Bring your skills to the 2020 Kenworth Dealer of the Year! Truck Enterprises, Inc. along with Kenworth Sales Co., a 32-location Kenworth and Isuzu truck dealership group, is looking for a Service Writer to join our Hagerstown, MD team.

JOB SUMMARY:

The primary function of the Service Writer is to generate, monitor and close all repair orders and to assist the Service Manager in the management of Service Department records and files. This job will require you to stand and walk for your entire shift.

DUTIES AND RESPONSIBILITIES:

• Personally, coordinates all customer contact with the Service Department, including repair estimates, service appointments, customer authorization on service orders, status -of -repair inquiries, payment terms and complaints.
• Generates and maintains all work orders and repair orders. Assists customers in identifying needed services. Issues clear repair instructions to Service Foremen/Technicians.
• Coordinates with Service Manager to assure completion of work within time promised to customer. Monitors progress of repairs and updates customer on any changes in agreed service, costs, or time of completion. Obtains customer authorization for such changes.
• Calculates all labor charges on flat rate repair orders. Reviews all labor charges on hourly rate repair orders. Closes all repair orders in coordination with Service Manager. Reconciles original repair order with final invoice. Summarizes Service Technician’s time cards, balances repair orders, and transmits to Payroll Clerk, tracks down and resolves all discrepancies prior to transmitting.
• Insures timely, competent and courteous relations with service customers. Analyzes quality control report.
• Promotes the sales of labor, parts and accessories during customer contact. Maintains follow-up with customer on suggested repairs.
• Maintains up-to-date information on hourly service rates, service specials, etc. offered by competitors.
• Maintains technical bulletins and other service shop literature.
• Issues Non-inventory Purchase Orders as authorized by management.
• Controls cash box for Service Department, including accepting payment from customers, reporting cash balances to credit Manager and securing box at close of business.
• Assists Service Manager in the management of Service Department files and records. Types forms, letters, correspondence and answers phone as directed by Service Manager, including manufacturer pre-delivery forms. Staggers lunch hour with Service Manager to cover phones daily.
• Monitors daily all open repair orders and closes as quickly as possible. Troubleshoots with parts department any delays in receiving parts or repair orders and resolves quickly. Monitors Inter-company tickets to ensure equal priority.
• Issues workmen’s compensation “First Report of Injury” forms to injured employees. Ensures forms are correctly completed and returned immediately. Directs injured employee to necessary medical treatment. Promptly forwards reports to Service Manager for review for processing of claim. Maintains current injury ledger. Monitors first aid box and keeps filled with necessary supplies.

QUALIFICATIONS:

• Must have a working knowledge of all heavy truck repair methods
• Must have the ability to identify and meet Customer needs and requirements.
• Must be a hard worker and a self-starter and a problem solver.
• Organizational and time management skills a must.
• Exceptional phone and Customer service skills required.
• Appearance must meet the company image and requirements.
• Excellent organization and communication skills
• High school diploma or the equivalent
• Ability to read, write and comprehend English instructions and information

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