Senior Service Writer
Reports To: Chief Tech
Reports: Driver, Lot Tech/Assistant Service Writer
Overall Responsibilities
The Senior Service Writer initiates motorcycle services and repairs by ascertaining performance problems and services requested; verifying warranty and service contract coverage; developing estimates; writing repair orders; scheduling services, monitoring work flow; maintaining customer rapport and keeping proper digital and paper records.
Job Duties:
• Ascertains motorcycle problems and services by listening to customer’s description of symptoms; clarifying description of problems; conducting inspections; taking test rides; checking maintenance records; consulting with Service Manager; and examining service schedules.
• Verifies and processes warranty and service contract coverage by examining records and papers; explaining provisions and exclusions; completing documents and records; submitting documents and records to vendors and manufacturers; and following up to ensure proper disposition and payment.
• Develops estimates by costing materials (including use of Lightspeed and other manufacturer and vendor systems), supplies and labor (including outside contractors); calculating customer’s payment including deductibles.
• Prepares repair orders (RO’s) by describing symptoms, problems and causes discovered as well as repairs and services required; obtaining approval signatures; fully completing ROs; entering RO into Lightspeed service module.
• Schedules bike repairs with techs and ensures that techs have all necessary parts and accessories at the onset of the work.
• Follows up with customers to ensure completed bikes are promptly picked up and that bikes scheduled for service are brought in on time. Finalizes work orders and invoices.
• Maintains customer communications and rapport by welcoming all in-shop customers; ensuring all emails and telephone calls are promptly answered and responded to; explaining estimates and expected return of bike; obtaining customer’s approval of estimates; obtaining and providing contact emails and telephone numbers; answering questions and concerns; arranging pick-ups/deliveries; promptly estimating scope/date/cost changes and obtaining customer approval.
• Maintains paper and digital records by recording problems and corrective actions planned.
• Orders supplies and materials for the Service Team and ensures parts and accessories are available at the time the service is scheduled.
• Works to identify issues relating to customer satifaction and, with Chief Tech, implements policies and procedures to ensure 100% customer satisfaction.
• Updates job knowledge by participating in educational opportunities; reading manufacturers’ publications.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Skills/Qualifications: Systems (Office, LightSpeed, ARCO, Oracle etc.), Problem Solving, Records Management, Research, Oral and Written Communications, Quality Focus, Productivity, Estimating, Product Knowledge, Customer Service, Safety Management.
Metrics:
• Scheduling, as measured by maintaining Plan billed hours for all Techs.
• Productivity/Efficiency as measured by billed hours against Department Plan.
• Customer Satisfaction, as measured by Survey responses, re-dos and social media.
• Timeliness, as measured by % on-time completion of services.
• Cost, as measured by % jobs meeting RO estimates.
• Quality, as measured by returns, write-offs and complaints.
Compensation and Benefits:
• Competitive hourly wage plus commissions
• Medical benefits and 401(k).
• Vacation and sick days.
• Shop discounts.
