Job Description

Service Writer – Automotive/Heavy Equipment/Retail

Edison, NJ 08837

BENEFITS INCLUDE:

• Eligibility for overtime with management approval
• Paid holidays after six months of employment
• 1 week PTO time after 6 months of employment
• Optional Medical & Dental Benefits
• Optional 401(k) plan – quarterly based enrollment

RESPONSIBILITIES:

Service Writer:

• Creates all customer repair quotes, requests parts pricing, and determines labor time.
• Good customer service, anticipating needs and potential issues; resolves customer complaints in a timely manner.
• Provides real-time updates to customers on expected service dates, ETAs on returns, or any scheduled changes due to technician availability.
• Regularly promotes and sells service products to customers, generating increased revenue.
• Maintains an inventory of all customer repairs awaiting approval and follows up on unsigned quoted repairs.
• Manages assigned technicians to ensure effective completion of day-to-day service operations.
• Coordinates technician schedules to align customer account needs and technician capabilities.
• Sets technicians schedules by no later than 3 pm daily and informs scheduled customers.
• Code workorders with correct Unit ID, Make Model and Serial Numbers.
• Follows all special billing procedures for major accounts
• Opens and bills Workorders in a timely fashion.
• Works with technicians to resolve problems, making every effort to ensure he/she fully completes each job assigned.
• Manages work in progress to ensure all work orders are completed in a timely manner and reviews completed jobs for accuracy of descriptions, hours, etc.
• Approves, codes, and processes jobs to ensure labor and parts detail are complete and accurate; reviews parts and labor captured on jobs and ensures jobs are closed out with accurate information in the system.
• Works closely with the Parts Department to acquire correct parts and pricing and attached correct labor time to each repair.
• Schedules monthly preventive maintenance work to ensure PM completion rate goals are met.
• Monitors technicians’ time cards, maintaining accurate records for customer invoicing.
• Reviews and submits technician payroll information to front office.
• Performs other duties as assigned.

Warranty Administrator:

• Prepares, submits, and tracks warranty claims with forklift manufacturers and suppliers
• Reviews repair orders, service reports, and invoices to ensure warranty eligibility
• Communicates with manufacturers regarding claim approvals, rejections, and appeals
• Communicate effectively with team members to ensure all are informed about warranty processes, updates and documentation of repairs
• Maintains accurate records of all warranty transactions and claim statuses
• Monitors manufacture warranty policies and ensures compliance with guidelines
• Handles any disputes or issues related to warranty claims professionally and efficiently
• Follows up on unpaid claims and resubmits when necessary
• Provides warranty training and updates to service and sales teams
• Assists with parts returns and core tracking related to warranty claims
• Generates warranty reports and analyzes claim trends for process improvement
• Performs other duties as assigned

JOB REQUIREMENTS:

• High school diploma or equivalent; additional training in business or technical fields is a plus
• At least 2+ years of industry experience in material handling/forklifts
• At least 2+ years of experience in warranty administration, preferably in the automotive, forklift, or heavy equipment industry
• Proficiency in warranty management software and Microsoft Office (Excel, Word)
• Knowledge of forklift components and repair processes is a plus
• Ability to exercise judgment and maintain a professional demeanor on the job
• Ability to work independently and meet deadlines in a fast-paced environment
• Excellent communication and customer service skills
• Strong attention to detail and organizational skills
• Ability to meet work hour demands as needed
• Valid driver’s license

We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.

req24-00685

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