Service Writer

OBJECTIVES:

• Effectively manage and optimize Service Department operations within the Kubota dealership to maximize return on investment (ROI) and streamline processes, ensuring consistent customer satisfaction.
• Foster direct communication with customers across all platforms, ensuring clarity and satisfaction regarding the status of their repaired machines.
• Provide strong leadership and direction to technicians by organizing and prioritizing repair tasks to ensure efficient workflow.
• Promote a positive, energetic, and transparent workplace culture, cultivating a supportive environment for both technicians and customers.

DUTIES AND RESPONSIBILITIES:

• Develop and Monitor Service Processes: Design, communicate, and regularly assess Service Department processes to guarantee exceptional customer satisfaction and operational efficiency.
• Sales Department Support: Collaborate with the Sales Department to balance internal service operations with external customer labor sales, ensuring smooth integration between departments.
• Marketing and Outreach: Execute and contribute to the Service Department’s marketing initiatives, promoting the department’s offerings to current and prospective customers.
• Customer Communication: Maintain regular communication with customers across various channels (online platforms, phone, in person), providing updates on the status of repairs and ensuring a positive experience.
• Service Campaign Compliance: Monitor and ensure compliance with Kubota service campaigns, factory recalls, and necessary repairs to meet all required Kubota standards and deadlines.
• Job Scheduling and Technician Assignment: Assign work tasks to Service Department technicians based on their skills, knowledge, and expertise, optimizing department efficiency and turnaround times.
• Work Order Accuracy: Review and ensure all work orders are complete and accurate prior to billing to minimize errors and improve overall billing accuracy.
• Billing and Invoicing: Accurately invoice completed work orders using a flat-rate system, ensuring proper repair segmentation and transparency in pricing.
• Technician Assistance: Provide hands-on support to technicians by assisting with complex repairs and addressing challenges that may arise during service tasks.
• Cross-functional Collaboration: Work alongside warranty processors, service writers, and other team members to ensure seamless operations and customer service.
• Manufacturer Relations: Represent the company with professionalism when interacting with manufacturer representatives, ensuring alignment on service-related matters.
• Travel and Training: Be willing to travel and participate in training as required, staying current on industry trends and product knowledge.
• Safety and Compliance: Promote a culture of safety within the department, ensuring adherence to local and federal safety regulations to maintain a safe work environment.
• Reporting and Oversight: Report to the Service Manager or VP of Aftermarket, ensuring alignment with overall company goals and strategies for the Service Department.

REQUIREMENTS:

• Experience: Minimum of 3 years of experience in Service Department operations or a customer service-focused role within an automotive, machinery, or similar technical service environment.
• Technical Proficiency: Proficient in using company-specific software, Microsoft Office Suite, Google Workspace, and internet-based platforms for communication, reporting, and operational tasks.
• Industry Knowledge: Familiarity with Kubota homeowner, agricultural, and construction equipment is preferred to provide better service to customers and effectively guide the team.
• Financial Acumen: A basic understanding of financial principles and metrics related to Service Department operations, including cost management, pricing, and profitability.
• Leadership and Attitude: Demonstrated ability to lead, motivate, and inspire a team of technicians, fostering a positive, enthusiastic, and productive workplace. A proactive, problem-solving approach is essential.
• Communication Skills: Strong interpersonal and communication skills with the ability to effectively engage with customers, technicians, and cross-functional teams.
• Adaptability: A flexible, open-minded approach to learning new technologies and processes in a dynamic service environment.