Pop-Up Talent
Service Write for Heavy Equipment
Edison, NJ 08837
JOB RESPONSIBILITIES:
Service Writer Responsibilities:
- 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
- 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
- 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
- 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 Responsibilities:
- 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
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
Starting Salary Range: $21-26 an hour
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.
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