Service Writer

Job Description

Job Description

About Us

You're not likely to find another company like Vermeer Midwest. Our people are from all walks of life, rolling up our sleeves and getting tough work done every day, together.

We're a family-owned and operated company with an unmatched culture, one that is built on the belief that every Vermeer team member has real, personal impact - on our people, our customers and our world.

Whoever you are and where you are in your career, Vermeer helps you be Equipped to Do More.

Job Summary

The Service Writer acts as a liaison between our company and our customers. The Service Writer’s responsibilities include ensuring the customer’s needs are filled, coordinating transactions between the company and the customer, and performing cost and time estimates for those transactions.

The Service Writer will track repairs and the causes of problems, schedule the most appropriate Service Technician, and process the customer’s warranties.

Essential Functions

• Assign jobs and work areas to Service Technicians according to their skills and knowledge, stay informed throughout the day of each technician’s progress.
• Schedule service calls for all Road Service Technicians according to their skill levels and the most economical practices for Vermeer.
• Review all repair work orders for accuracy and completeness concerning parts, materials and labor, approve the release of equipment for customer pick up.
• Proactively seek customer feedback, anticipate problems and respond promptly, constantly communicate with customers on the status of their machine.
• Submit / claim all warranty repairs and reconcile monies received from vendors.

Non-Essential Functions

• Advise Service Manager of all customer complaints.
• Meet with Service Manager on a regular basis to review department performance profitability, efficiencies, and personnel matters.
• Maintain technical and product knowledge on all equipment sold within the dealership’s area of responsibility.
• Participate in all company / location driven communication efforts, including open book meetings, huddles, department meetings, and other related efforts.
• Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
• Coordinate with the sales department to photograph and post all used equipment online and remove once sales transaction is complete.

Qualifications

• A High School diploma or equivalent.
• At least four (4) years of experience in vehicle / construction equipment or equivalent combination of education, training and experience that demonstrates the ability to perform the duties of the position.
• Excellent customer service skills.
• Strong technical knowledge.
• A high degree of attention to detail on all best practices and procedures, and deadline driven.
• Ability to use standard computer functions, including (but not limited to); CDK, Microsoft Office and internet functions.
• Ability to communicate effectively verbally and in writing.

Vermeer Midwest provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.