Service Writer
Glick Fire Equipment Company
On-site
Pennsylvania, United States
Position Title: Service Writer
Reports To: Branch Manager
Facility Assigned: Zelienople
Work Schedule: Monday-Friday, 7:30am-4:00pm
Position Type: Full time/Non-Exempt
Compensation: Hourly rate commensurate with skills and experience
POSITION SUMMARY
The Service Writer is responsible for the proper and efficient flow of paperwork and information throughout the service department, both internally and externally with customers, in addition to scheduling and managing the flow of work through the shop. The Service Writer performs these services as both an individual contributor as well as by effectively joining a team of highly motivated and skilled employees.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Leadership
- Communicate, reinforce and be a champion of Glick Fire’s core values & vision statement.
- Project and assert a favorable image and culture with employees, customers, and vendors.
- Establish and maintain good working relationships with customers, to encourage repeat and referral business.
- Facilitate problem resolution, both internally with employees and externally with vendors & customers.
- Maintain high-quality service repairs and minimize call-backs.
- Proactively request assistance from supervisor.
- Recommend new approaches, processes, and procedures to continually improve the efficiency of Glick Fire Equipment.
- Recommend improvements to ensure a safe working environment for all employees.
Essential Duties
- Schedule and/or coordinate service work.
- Create work orders in Firelinks for customers and internal service work.
- Import, process and review all repair orders for shop mechanics and mobile techs.
- Maintain contact with road technicians and be aware of workflow.
- Answer incoming service customer phone calls as the first point of contact.
- Contact customers at the end of the day, to give them an update, in addition to assist customers with times to drop off/pick up vehicles.
- Develop work quotes for Preventive Maintenance pricing and standard service work rates.
- Inspect all apparatus upon drop-off/arrival.
- Inspect apparatus when job is completed, assuring quality control.
- When needed, handle customer complaints immediately and ensure customers are greeted promptly and with respect, either in person or on the phone.
- Actively work together and communicate well with Branch Manager as it relates to scheduling and management of all service work.
- Ensure all required technical publications and bulletins are current and properly maintained.
- Advise supervisor of employee accidents, including facility & equipment damage, and immediately report all incidents to HR.
- Advise supervisor of any customer or staff issues.
- Lock all customer service department doors and parking lot gates, turn off lights and adjust temperature setting at the end of each day.
General
- Maintain a high level of customer satisfaction and quality work.
- Demonstrate ability to work alone, have confidence in decisions, and possess excellent time management.
- Must be detail-oriented and pay close attention to accuracy.
- Perform other related duties as assigned.
NON-ESSENTIAL DUTIES
- Assist with transportation of vehicles to the customer or another vendor.
REQUIRED KNOWLEDGE AND ABILITIES
Knowledge of:
- Principles, methods, and practices pertaining to the operation of an apparatus maintenance and repair facility.
- Heavy-duty trucks, tools, and equipment involved with their repairs; engines, transmissions, drive train, lubrication systems, hydraulic systems, brake systems, emission systems, computerized diagnostic systems, tires, welding, fabrication, operation of welding fabricating tools and equipment.
- Safety regulations and compliance pertaining to maintenance and repair operations.
- Principles and practices of exemplary customer service.
- OSHA and EPA standards.
Ability to:
- Adapt to different personalities and management styles.
- Demonstrate problem-solving, analytical, critical-thinking and decision-making skills.
- Demonstrate and promote ethical behavior.
- Demonstrate intermediate skill in MS office: Outlook, Word, Excel, PowerPoint.
- Estimate time, labor, and materials cost for maintenance and repair projects.
- Collaborate across Company functions; establish and maintain cooperative working relationships, build and work with teams.
- Think creatively and challenge conventional solutions.
- Read and write at the level required for successful job performance.
- Work independently and apply sound judgment and critical thinking skills to make effective decisions.
- Communicate clearly and concisely orally and in writing, in a variety of circumstances.
MINIMUM QUALIFICATIONS
- High school diploma or general education degree (GED) required.
- A valid driver’s license and current Medical Examiner’s Certificate (DOT Physical Card) is required.
- PA Commercial Driver’s License with air brake & tanker endorsement is preferred.
- Excellent computer skills. Ability to learn and use company specific systems.
- Excellent problem-solving skills, including the ability to maintain composure under stress.
- Highly professional, dependable, and demonstrated ability to work alone and have confidence in decisions.
- Must be a self-starter and have a high level of personal drive for success.
- Ability to work in a high performance, fast-paced team environment.
- Ability to adapt to and work effectively within a constantly changing environment.
- Ability to take ownership and responsibility.
- Trustworthy, responsible, organized, and detailed.
- Ability to read, write, comprehend, and verbally communicate instructions in English.
PHYSICAL REQUIREMENTS AND WORKING CONDITIONS
Physical Requirements
While performing the duties of this job, employees are regularly required to sit; talk or hear, in person, in meetings and by telephone; use hands to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk and stand. Specific vision abilities required by this job include close vision and the ability to adjust focus.
- Must be physically able to operate a variety of machinery and equipment including fire equipment and fire pumps, fire and emergency department vehicles, battery chargers and testers, jacks, air wrenches, mechanic’s tools, and diagnostic instruments.
- Standing and Walking: Standing for extended periods of time and/or walking distances (1 or more miles).
- Sitting: Ability to work in a seated position for extended periods of time.
- Lifting: Ability to safely lift up to 100 pounds; use proper lifting techniques including bending at the knees.
- Climbing: Ability to ascend 10 ft. or more up ladder(s).
- Manual Dexterity: Ability to perform multiple work activities requiring a significant level of physical and mental coordination and manual dexterity; repetitive tasks.
- Visual: Ability required includes close, distance and depth perception; acuity for driving; reading literature; industry warning signs and instruments; and computer screens.
- Mobility: Ability to operate a motor vehicle, and reach, twist, kneel, push, pull, stoop, bend, crouch, crawl, and squat.
- Reflexes: Ability to respond to emergency and safety situations quickly and automatically.
Mental Demands
While performing the duties of this job, employees are regularly required to use written and oral communication skills; read and interpret complex data, information and documents; analyze and solve complex policy and operational problems; observe and interpret people and situations; use math and mathematical reasoning; learn and apply new information or skills; perform highly detailed work on multiple, concurrent tasks with constant interruptions; work under intensive deadlines and interact with customers, employees and management.
Working Conditions
Normally, work is performed in an indoor environment: occasionally will be exposed to varying temperatures; regular exposure to exposure to dirt, dust, fumes, gases, paint and noise; potential exposure to hazardous materials and non-hazardous materials. Work is in and around moving vehicles and machinery. Constant contact with employees and the public.
WORK SCHEDULE
- Monday through Friday, 7:30 a.m. – 4:00 p.m.
SUPERVISORY RESPONSIBILITIES
- No.
TRAVEL
- 20% - occasional daytime travel.
- Occasional overnight travel may be required.