The Service Writer is a critical role in managing customer service interactions, preparing, submitting, and revising customer quotes for tractor, truck repairs, trailers and maintenance. The role also involves triaging customer equipment upon arrival, planning and scheduling of repairs, providing and maintaining customer promise dates, and coordinating return of customer equipment. You will leverage your in-depth knowledge, skills, and experience of commercial truck and trailer maintenance and repairs to accurately quote repairs, schedule, and manage equipment arriving at the service centre. This includes scheduling repairs, updating customers on completion time, and managing delivery or pick up of completed equipment from the service centre. You will communicate regularly and effectively with customers and regularly update status and states of repairs to customer equipment in maintenance and communications software systems, to maintain an optimal flow of operations and customer satisfaction. Internally, the Service Writer works closely with parts planners, shunters, foremen, and service centre management to optimize resources to achieve efficiency objectives and achieve customer promise dates.

WHAT’S IN IT FOR YOU?

• Excellent industry leading pay
• Excellent industry leading benefits - featuring 100% reimbursement on medical and dental, vision, AD&D, STD/LTD, Life and Dependent Life Insurance
• RRSP Program including employer contribution match
• RESP & TFSA Program
• Employee Assistance Plan
• Employee Referral Program
• CareerPath™ - Company paid personal and professional development
• Educational Reimbursement Program
• Leading edge diagnostic equipment
• Mentorship Opportunities
• OEM and other technical training
• Online Training Library
• Daily pay advances if you need pay in advance of your normal pay date
• Annual Boot Allowance
• Bi-weekly 50/50 draws
• Appreciation Events
• Service Award Recognition
• Safe, clean, bright, and organized work environment
• Open, inclusive culture
• A great place to work!

Duties

• Assisting in quoting repairs and maintenance on trucks and trailers to customers using company forms, software, and procedures

• Coordinating repair schedules with customers, internal planning teams, foremen, and service management
• Triaging equipment upon arrival to confirm scope of work on repairs, updating customer quotes if additional repairs are recommended
• Pre-ordering parts upon opening work orders and receipt of customer orders using company software systems to provide part-lead-time requirements to supply chain function
• Communicating and updating customers on state and status of repairs throughout the stages of a repair
• Following Company SOPs, SWIs, and Work Flows to ensure processes are completed accurately, completely, and on time
• Always adhering to values of the Company, to support an engaging and fulfilling corporate culture
• Regular attendance including arriving and departing shifts on time, being a reliable teammate
• Assisting teammates and other duties as may be assigned, contributing to performing other duties as a team player to enable the service centre to operate efficiently (e.g. assisting with trailer scheduling and work order closing, filling in for teammates, administrative and other duties as assigned)
• Dispatch mobile unit and coordinate repairs in designated yards for repairs

Key Performance Metrics

• Closing work orders within 1-2 business days of work completion
• Quote accuracy with target 110% efficiency
• Scheduling repairs and updating customer promise dates as required, twice daily
• Triaging customer equipment arriving within 24 hours of arrival
• Adding parts to work orders upon work order opening, within 24 hours of triage and customer acceptance of quotes, revised quotes

Education and Training

• Experience and certification as Licensed 310T preferred
• Minimum 3 years’ experience as Service Writer at major tractor or trailer OEM service centre
• Customer service training and experience

Skills and Experience

• Competent in quoting truck and trailer repair, maintenance, and parts,
• Competent in Customer Service skills to ensure professional, timely, and courteous customer interactions
• Knowledge of VMRS codification of labour and parts
• Ability to manage multiple priorities, tasks simultaneously
• Comfortable with working in high pace environment
• Strong organizational and time management skills
• Strong data entry skills
• Strong communication skills
• Strong computer skills (MS Office, maintenance software system familiarity, communications software, etc.)