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Service Writer
Joe Johnson Equipment
Alberta, CAN
Full-time
Mid · 3+ years experience
Onsite
Discovered 3 weeks ago
Microsoft Office
Free
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Role Overview
We are seeking a customer focused, organized and engaged Service Writer.
This individual is the primary liaison between customers and the service department.
They are responsible for accurately identifying customers’ needs, creating detailed work orders, coordinating repairs and ensuring a high level of customer satisfaction throughout the service process.
Interactions with company stakeholders will include technicians, parts department, rentals department, sales department, and external customers.
Through customer service, technical understanding, and workflow coordination, they will keep equipment repairs moving efficiently and profitably.
Key Skills for This Role
Microsoft Office
Full Job Posting
Service Writer
Nisku, Alberta
What You’ll Do
Serve as the main point of contact for customers and greet them in person, by phone, and by email in a professional and timely manner
Clearly document customer concerns, symptoms and service requests
Collaborate with technicians to prepare repair quotations and timelines, and obtain required customer, sales, and rental department approvals in accordance with internal authorization procedures
Open, update, edit and close work orders accurately to ensure correct billable items
Process work orders accurately and in a timely manner to support customer satisfaction
Verify warranty eligibility and proper documentation using various software resources, in alignment with internal processes to maximize warranty claim accuracy
Assist scheduling service appointments and manage shop capacity
Facilitate daily shop walkthroughs to capture information on the repair status, parts statuses or other delays that need to be communicated to the customer
Submit case requests and collaborate with factory representatives to expedite repairs and ensure customer downtime is minimized
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