Sr. Service Writer (CMD)

Scope of Work:

As a Sr. Service Writer, the ideal candidate will interact with customers to build customer loyalty and ensure confidence for Machinery Equipment safety and reliability. Waukesha-Pearce Industries delivers thorough attention to detail and customer satisfaction. The candidate will also manage a daily and weekly quota of closing out jobs to maintain a healthy WIP and AR.

Primary Job Responsibilities:

The Sr. Service Writer is responsible and accountable for, but not limited to, the following:

• Liaison between management, dispatchers, and the Service Writer team
• Assist managing team daily workload

• Setting, confirming and preparing for appointments with customers to expedite their service experience
• Determining Machine Equipment needs based on customer information and a Machine walk-around

• Provide accurate Pro-Forma for all services and implement repair options
• Explains terminology and the nature of work completed to customer
• Coordinate orders to ensure all service satisfactory within a timely manner
• Verify Warranty Status on Machine Equipment
• Check for Factory Campaigns
• Expedites orders and request as needed
• Keep customers informed on service status

• Handle minor customer complaints with courteous, nurturing and tactful manner

• Perform other duties as may be assigned by supervisor

Minimum Qualifications:

• Must have a High School diploma or equivalent
• Must have a minimum of 5 year(s) previous experience in a similar position
• Preferred intermediate knowledge of Service Pro

Requirements: Knowledge, Skills, and Abilities (KSAs)

• Strong written and oral communication skills
• Possess and maintain the following skills: Excellent attention to detail, and strong customer service
• Ability to thrive in a fast paced and dynamic team environment
• Highly motivated self-starter with ability to multitask and complete assignments within time constraints and deadlines
• Strong computer skills

Working Conditions and Physical Demands:

• Typical hours of work Monday through Friday; 8m. to 5 p.m.
• Some occasional extended hours may be required.
• Sitting; occasional bending or kneeling; lift and carry a maximum 15 Lbs., reach overhead for lightweight items.
• Office work.