Service Writer (CMD-505)

Scope of Work:

As a Service Writer you will serve as the first line in Customer Relations by scheduling Services for our valued customers. Waukesha-Pearce Industries delivers thorough attention to detail and customer satisfaction. The Service Writer will interact with Customers to build Customer loyalty and ensure confidence for Machinery Equipment safety and reliability. The successful candidate requires passion about taking care of the Customer and assisting them in having a pleasant and positive experience.

Primary Job Responsibilities:

- Promptly greet service customers in a friendly, welcoming and courteous manner

- Takes detailed notes with regard to customer’s equipment issues.

- Verify customer has account or obtain credit and/or credit card information

- Scheduling service work

- Verify Warranty Status on Machine Equipment

- Check for Factory Campaigns

- Explain and implement repair options

- Explains terminology and the nature of work completed to customer

- Coordinate activities to ensure repair work is fixed during the first visit and in a timely manner

- Provide accurate estimates for all services and repair recommended

- Handle minor customer complaints with courteous, nurturing and tactful manner

- Setting, confirming and preparing for appointments with customers to expedite their service experience

- Determining Machine Equipment needs based on customer information and a Machine walk-around

- Producing work orders for customers with full transparency including cost and time estimates

- Communicating frequently with Managers/Forman and Parts Associates to ensure timely completion of work

- Follow-up with customers on the status of their equipment, based on how the Customer wants to be informed

- Perform other duties as assigned

Minimum Qualifications:

- Must have a High School diploma or equivalent

Requirements: Knowledge, Skills, and Abilities (KSAs)

- Must have a working knowledge of the above titled position and how it relates to the overall business and its’ objectives.

- Must meet goals and objectives set forth by the company.

- Must conform to company policies and procedures set forth by the company.

- Must have a current driver’s license and acceptable driving record per WPI insurance carrier standard if driving company vehicle. (ONLY IF JOB REQUIRES)

- Must be able to pass and maintain drug and alcohol testing requirements as outlined by the Department of Transportation. (ONLY IF JOB REQUIRES)

- Must be computer literate, a Windows based environment preferred (MS Word, Excel, Power Point, Access, Outlook).

- Must be able to lift 50 pounds. (ONLY IF JOB REQUIRES)

- Must be able to bend and twist several times a day.

- Must have the ability to work flexible hours and days.

- Must be dependable and able to work independently.

- Must maintain good client relations.

- Must maintain a professional appearance.

- Must promote and maintain a clean, neat and safe work environment.

- Must have the ability to supervise and motivate others.

- Must protect the company assets and interests.

Working Conditions and Physical Demands:

- Typical hours of work Monday through Friday; 8 a.m. to 5 p.m.

- Some occasional extended hours may be required.

- Sitting; occasional bending or kneeling; lift and carry a maximum 15 Lbs., reach overhead for lightweight items.

- Office work.

WPI is an EEO/AA (equal opportunity/affirmative action) institution and does not discriminate on the basis of sex, age, race, color, religion, physical or mental disability, creed, national origin, veteran status, sexual orientation, genetic information, gender identity, or gender expression in the programs or activities which it operates.

En Espanol

WPI es una institució n EEO/AA (igualdad de oportunidad/acció n afirmativa) y no discrimina en base al sexo, edad, raza, color, religión, discapacidad física o mental, credo, origen nacional, estatus veterano, orientació n sexual, infomació n genética, identidad de género, o expresió n de género en los programas o actividades los cuales opera.