Target Rental is hiring: Service Writer in Farmington

Overview

The Service Writer serves as the primary point of contact between customers and the service department, ensuring excellent customer service and efficient workflow. This role involves accurately documenting service requests, preparing work orders, and communicating with customers to provide status updates and cost estimates. In addition to customer-facing responsibilities, the Service Writer plays a key role in keeping the rental fleet repaired and maintained by coordinating necessary service and repairs, ensuring fleet availability, and minimizing downtime. The Service Writer works closely with service technicians, parts personnel, and the service manager to ensure that repairs and maintenance are performed in a timely and cost-effective manner.

Primary Responsibilities

Customer Interaction

• Act as the voice of the Service department for customers.
• Identify and communicate service needs to address customer issues efficiently:
  • Take phone calls regarding machine complaints.
  • Schedule units for in-shop or field repairs.
  • Provide accurate diagnoses within 48 hours of receiving equipment.

Scheduling and Workflow Management

• Delegate daily schedules to technicians using the Flyntlok calendar:
  • Prioritize rental and customer repairs following the triage system.
• Ensure timely submission and acceptance of service estimates.
• Coordinate parts orders and repair schedules.
• Notify customers of shipment delays and backordered parts, ensuring updates are provided.
• Collaborate with the PSM to open cases with Bobcat for ETA inquiries.
• Manage rental equipment repairs efficiently, ensuring minimal downtime.

Warranty Repairs

• Communicate with technicians to ensure warranty compliance.
• Oversee warranty workflows, including:
  • Ensuring warranty requirement check sheets are attached to work orders.
  • Updating customers on warranty coverage and freight costs for non-stock parts.
  • Filing warranty claims via Bobcat’s IRW system.
  • Collaborating with the Accounting department to ensure credits are applied, and work orders are paid.
• Send all warranties to the Warranty Admin for processing.
• Work with the Service Manager and Bobcat’s TSM to address claim issues.
• Schedule and monitor Field Modifications for customer equipment.
• Perform weekly IRW checks for due parts and dealer-required actions, notifying the PSM and parts team as needed.

Work Order and Equipment Management

• Verify or delegate double checks for completed machines.
• Attach customer machine check-out forms to work orders.
• Review work orders and escalate issues to the Service Manager.
• Coordinate pickups and deliveries with counter personnel and location managers.
• Close work orders and update customers on equipment status and schedule changes.

Communication and Collaboration

• Return all customer calls promptly.
• Collaborate with the Service Manager and Bobcat’s TSM to resolve service-related issues.

Qualifications and Skills

• Strong communication and customer service skills.
• Proficiency in systems like Flyntlok and Bobcat’s IRW.
• Ability to prioritize tasks and manage schedules efficiently.
• Knowledge of warranty workflows and service diagnostics.