Service Writer / Repair Sales

The Service Writer / Repair Sales is a key liaison between our service department, technicians, and customers, responsible for generating detailed service estimates and ensuring a smooth, efficient, and transparent repair process. This role requires an individual who can translate technical recommendations from field technicians into comprehensive repair quotes while identifying opportunities to enhance the value of each quote. The Service Writer will also follow up on submitted quotes, manage customer communication, and work closely with both the service and parts departments to ensure timely execution of repairs.

Key Responsibilities:

1. Estimate Creation:
   • Generate service and repair estimates based on technician recommendations.
   • Identify and suggest additional repair opportunities (upsells) to maximize value and repair efficiency, such as related components or preventative maintenance that should be performed alongside the primary repair.
2. Customer Communication:
   • Reach out to customers via phone and email to present quotes and obtain approval for repairs.
   • Follow up with customers on submitted quotes to ensure decisions are made promptly.
   • Work with customers to prioritize repairs and offer budget-friendly alternatives without compromising quality.
3. Sales & Upselling:
   • Understand the scope of repair recommendations and upsell additional services or parts that can improve the longevity and efficiency of equipment.
   • Advise customers on preventative maintenance measures or additional services that can be bundled into the current repair to avoid future issues.
4. Collaboration with Service and Parts Departments:
   • Work closely with the service department to ensure quotes are created and sent to customers in a timely manner.
   • Collaborate with the parts department to ensure parts acquisition is completed promptly after customer approval.
   • Coordinate with technicians to verify the accuracy of quotes and confirm all necessary components are included.
5. Reporting and Monitoring:
   • Produce regular reports to the Sales Manager, tracking the status of quotes, follow-up actions, and progress toward conversion of quotes to sales.
   • Keep accurate records of all communication with customers and document any adjustments made to quotes or repair orders.
6. Customer Support and Problem-Solving:
   • Assist customers with questions or concerns regarding quotes or service recommendations.
   • Offer solutions and alternative options that align with customer budgets while maintaining the integrity of the repair.
7. Post-Approval Coordination:
   • Ensure that once a quote is approved, the repair process is initiated seamlessly, and the service team is well-prepared to execute the job.
   • Monitor the repair process to ensure it stays on schedule and that all parts are in place before repairs begin.
8. Continuous Improvement:
   • Regularly review and refine the quote generation process for efficiency and accuracy.
   • Stay updated on industry standards, repair techniques, and product knowledge to provide informed recommendations.

Qualifications:

• Strong understanding of mechanical systems, particularly related to power generators and related equipment.
• Ability to read and interpret technician reports and translate them into detailed, customer-friendly repair quotes.
• Excellent communication skills, both written and verbal, with a strong focus on customer service.
• Proficiency in using service management software to track quotes, repairs, and customer communications.
• Strong organizational and multitasking abilities.
• Experience in sales, especially in upselling and building long-term customer relationships.
• Ability to work collaboratively across departments to ensure a smooth repair process.

Key Performance Indicators (KPIs):

• Percentage of quotes approved by customers.
• Time taken from quote creation to submission.
• Time taken to follow up and close sales on pending quotes.
• Accuracy and comprehensiveness of quotes.
• Customer satisfaction based on communication and support throughout the repair process.