Service Writer - Heavy Equipment

Position Summary

This position is responsible for acting as a liaison between both internal and external customers.  The position is also responsible for communicating critical customer information, consulting with technicians to diagnose issues, discussing additional product maintenance with technicians and scheduling the work with the appropriate leadership, whether it is shop or field to assure consideration of current workload.

Position Duties/Responsibilities

Primary Responsibilities:

• Individual serves as Service Department’s main point of customer contact; promptly addressing customers’ needs either by phone or face to face contact. Individual requests details regarding conditions of occurrence while also educating customers on warranty coverage and recommended service according to factory policy or contract coverage.

• Estimates customer costs and obtains customer authorization to perform work. Gathers customer requirements pertaining to both cost and time frame.  Updates customer on service schedules and price changes via progress calls and upon completion of job. 
• Position opens, tracks, and closes work orders assuring accurate and timely invoicing.
• Maintains a manageable warranty variance and expands the branch or department profit margin by identifying and obtaining customer agreement and adding incremental business.
• Opens and closes work orders, completing quotes and issues purchase orders to obtain outside business.

Occasional/Other Responsibilities:

• As assigned

Supervisory Responsibilities:

• No formal supervisory responsibilities.

Position Requirements

Required:

• High School Diploma or equivalent
• 3 years customer service experience or equivalent with 2 years’ experience in an engine or heavy equipment service shop, preferably with Caterpillar

Preferred:

• 5 years’ customer service experience
• 5 years’ experience with heavy equipment preferably Caterpillar

The duties and responsibilities described here are not a comprehensive list, and the scope of the job may change as necessitated by business demands.