• Serves as a liaison between customers who need repairs performed on their vehicles and the technicians who provide those repairs. The Service Writer translates the customers needs into work orders for technicians and prepares quotes for customers
• Provide excellent customer service
• Determine triage time and communicate it to the customer
• After triage completion prepare estimates for service work and parts
• Look up warranty history and potential open recalls on buses
• Open RO’s in computer system
• Code RO’s for proper billing; customer, warranty, or company code
• Track service work orders from start to finish
• Coordinate pick and return of customer vehicles
• Properly document all work orders
• Communicate with Parts Dept and Service Technicians to make sure everything needed is on hand
• Contact manufacturers for warranty approvals, issues, goodwill, and repair assistance
• Perform timely follow up communication with the customer
• Scan all paperwork for customer repairs into Docuphase and Salesforce
• Keeps updated on all warranty policies and product changes
• Other duties as assigned

Education and/or Work Experience Requirements:

• High School diploma or equivalent required
• Experience in the Bus, Medium/Heavy Duty truck or automotive industry
• Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers
• Excellent computer proficiency (MS Office – Word, Excel)
• Knowledge of internal service, sales and parts policies and procedures
• Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance as attendance is an essential function of the position
• Must be able to talk, listen, and speak clearly on telephone

LAUNCH offers all full-time employees the opportunity to enroll in various medical and ancillary benefit plans to allow each employee to find a plan that works best for themselves and their family. LAUNCH also offers a 401(k) program with a company match. Plus, you join the LAUNCH Loyalty Club on your first day, earning you extra cash bonuses, apparel and safety rewards. Call to learn more about eligibility for travel expense reimbursement, bonuses, and fixed rate incentive opportunities.