Job Description
Job DescriptionDescription:
About us:
At Pacific Equipment Solutions, we’re committed to helping our clients run their businesses and warehouses with speed, efficiency, and accuracy. Our clients value top performance forklifts and trucks, and they want to ensure their vehicles are being used to increase productivity all around. With branches in Salinas, Hayward, Sacramento, Fresno, Modesto and Las Vegas, we represent some of the biggest names in the forklift industry including Hyundai, Noblelift, Comblift, and more.
Every member of PMHSI abides by our 5 key core values: satisfaction, urgency, inclusion, transparency and innovation.
About the role:
We are seeking a skilled and experienced Service Writer, who will act as the primary link between customers and the service department. The position is also responsible for sales and upselling of our service departments products and services (commission available).
Responsibilities:
· Customer liaison: Greets customers, listens to their concerns, and uses technical knowledge to understand the issues they are experiencing. Review with customer recommended repairs and quotes provided.
· Repair explanation: Communicates the technician's findings to the customer and clearly explains the necessary repairs, providing cost and time estimates.
· Creating service quotes: Provide customers with service quotes based on technician recommendations, including any associated items that should be repaired concurrently. This includes working with the parts department for pricing and availability.
· Sales knowledge: Once a quote is created the sale of said quote becomes the responsibility of the Service Writer. Meeting or exceeding all sales goals is essential.
· Manage work in progress (WIP): Manage work in progress and various other reports by working with technicians and customers.
· Work order creation: Accurately documents the customer's reported problems and repair requests on a work order.
· Customer support: Follows up with customers, handles complaints, and ensures customer satisfaction.
Requirements:
Candidate requirements:
· Experience: Previous experience in a customer service or sales role is beneficial.
· Technical knowledge: A basic understanding of the relevant industry (e.g., automotive, heavy equipment) is important for effective communication.
· Communication: Excellent verbal and written communication skills are essential for interacting with customers and staff.
· Customer service: The ability to provide friendly, professional, and patient service, especially when dealing with customer concerns.
· Organizational skills: The ability to manage multiple tasks, schedules, and work orders simultaneously.
· Computer proficiency: Experience with industry-specific software and a basic understanding of word processing and electronic payments.
Education
requirements:
· A high school diploma or equivalent is typically required. Some technical or vocational training is a plus.
Experience
requirements:
· Requires a minimum of 2-5 years’ experience in the equipment service industry as a service writer or similar role.