Service Writer - Green Bay, WI

Job Summary:

The Service Writer is responsible for being a liaison between the shop and external customers, communicating progress on service work.

Responsibilities:

• Maintains and reviews work order files. Includes opening jobs, making changes and reviewing work orders for closing on the computer. Monitors credit approval and assures that COD jobs are collected when appropriate. Provides input for changes in procedure. Reviews daily time cards and labor entry to make sure time is entered into the appropriate job segment. Keeps abreast of technical developments.
• Schedules workflow for technicians based on customer project timelines and requests.
• Orders and tracks parts and tooling to support the technicians and field engineers to complete their tasks in the timeframe established.
• Keeps accurate record of calibration certificates for testing equipment and tooling.
• Processes invoices from suppliers and enters the data and totals into the correct work order.
• Responsible for a program of self-improvement and personal development. Attends scheduled training meetings. Utilizes available time in learning to read and interpret manufactures' reference material. Strives to upgrade ability and knowledge in all phases of the service operation.
• Responsible for maintenance of good customer relations and a continued building of the company image. Resolves customer complaints immediately. Treats customers fairly, friendly and courteously. Assures customer contacts are made on a timely basis and in a business-like manner. Ensures a high level of internal communication.
• Complies with routine reporting requirements. Establishes, implements and maintains necessary reports, records, controls and procedures to assure compliance with company and Caterpillar requirements.
• Establishes and maintains a current inventory list of all service equipment and tooling. Assures proper maintenance and utilization of equipment and tools.
• Keeps Field Service Supervisor appraised to all matters pertinent to the service department. Reports information to the Field Service Supervisor accurately and on a timely basis. Communicates employee suggestions and grievances.
• Performs other miscellaneous duties as required.

• Associate's degree in Business or related field desired.
• Must be highly organized and have the ability to handle multiple work flows at the same time.
• Must be a self-starter and work independently with minimal supervision.
• Must be proficient with the entire Microsoft Office Suite including Excel, Word, and Outlook required.
• Comfortable with resolving customer issues and complaints required
• General people and customer service abilities required.