Service Writer Job at Vermeer Heartland in La Vergne

Vermeer Heartland is a family-owned, full-service dealer of Vermeer industrial equipment across four states. With decades of experience in the industry, our team sets itself apart with our strong customer-focus and growth-mindset.

We are currently seeking a Service Writer at our La Vergne, TN location. If youre passionate about enhancing the customer experience in our lifecycle department, we would like to hear from you!

BENEFITS

• PTO and holiday pay
• Medical and life insurance plans
• 401(K)

POSITION RESPONSIBILITIES

• Manage service work orders using the Intellidealer, Telematics, and Modern systems, assigning unique segments and corresponding job codes for each repair, and adjusting throughout the repair cycle as necessary.
• Primary accountability to act as the liaison between customers and service team members to ensure an optimal customer experience.
• Advise customers (external or internal) of necessary repair service including preparation and authorization of quotes; make recommendations to customer for preventative maintenance and upsell opportunities. Follow up as needed with updates or changes to repairs and quotes.
• Collaborate with the Parts, Service and Sales Departments to achieve target implementation goals and meet deadlines.
• Ensure that COD customers are managed according to company policy, including A/R issues that require technical context to resolve customer disputes.
• Notify customer of present or potential issues and leverage technology to enhance the customer experience and upsell services.
• Oversee the daily import/export of data between VHL, Intellidealer and Vermeer.
• Collaborate with Parts Department to manage service parts inventory needs.
• Collaborate with Service team and Warranty Administrator to manage the warranty claim process, including initiating work order segments for warranty claims in the Intellidealer system.
• Collaborate with the Lifecycle Manager and Service Manager to recommend individual training plans that help achieve Vermeer Heartland training objectives.
• Coordinate with the Service team to ensure technician diagnosis resolves customer complaints and communicate solutions with the customer.
• Primary accountability to oversee and ensure the quality of work performed and CSX related to service work and maintain the highest standards.
• Ensure the safety of service technicians and maintain a safe working environment.
• Review all completed work orders for accuracy, ensuring labor, parts, and misc. items, mileage and sublet repairs are included.
• Collaborate with Parts and Service Management to file Quality Notification Forms (QNF) or Return Material Authorizations (RMA) with Vermeer and other vendors as necessary.

POSITION SKILLS/ ABILITIES

• High-level computer proficiency with demonstrated familiarization with CDK or equivalent business operating system.
• Ability to multi-task and work efficiently in a fast-paced, high-demand role on a consistent basis.
• Excellent customer service skills with ability to turn negative situations into positive experiences and opportunities.
• Excellent interpersonal and communication skills for both internal co-workers and external customers and suppliers.
• Available on short notice to work overtime as customer demand or Vermeer Heartland operations dictate.

POSITION REQUIREMENTS

• 2+ years of formal technical school training in hydraulics, electrical, gas/diesel engines and structural systems, or equivalent experience.
• 2+ years of formal education in Business Administration or related field or equivalent experience
• 1-3 years of experience as a service supervisor/manager experience, or equivalent in a dealership environment.
• 1-3 years of experience with Vermeer industrial equipment or equivalent commercial, agricultural or material handling equipment.
• Valid drivers license and able to meet Heartland insurance providers qualifications.
• Ability to sit, stand, twist, lift and lower repeatedly and for extended periods in both internal and external environments.

Safety-sensitive