• Service Writer - Tractor

    Req No.
    Customer Service/Support
    Regular Full-Time
    Union or Non-Union
    Altorfer Industries Inc.
  • Overview

    POSITION SUMMARY: The primary function of the Service Writer is to provide logistical support to service supervisors and their shop operations to better enable those personnel to provide the best service repairs available in the industry.

    Basic Duties

    PRINCIPAL FUNCTIONS & RESPONSIBILITIES (including, but not limited to):

    • Interview customers sending work into service to identify machine type, serial #(s), type of work to be performed, and special instructions.
    • Open service work orders with job/component codes and descriptions of work to be performed.
    • Review customer accounts to identify cash, COD’s, PO requirements prior to job commencing.
    • Research History in past 12 Months to ensure no Parts/Service Warranty applies to current repairs. Also review machine for any current Factory Warranties (New Machine/Extended Powertrain, etc.)
    • Identify outstanding Product Support Programs for pending repairs, research to identify if machine qualifies and order parts as required.
    • Add additional repair segments as needed by shop supervisors.
    • Review completed repair segments and work orders to identify errors, and ensure compliance to standards and quoted prices.
    • Input SIMS (cause of failure) reports into system for reporting to Caterpillar.
    • Issue Purchase Orders to vendors for sub-let work and materials, post outside purchases to the work order, and account invoices to appropriate accounts in a timely manner.
    • Prepare work orders for Warranty Processing, ensuring all reports, specifications, pictures, claim stories, etc. are present from shops to allow warranty personnel high success rate for claim settlements.
    • Monitor shop work in process and work with supervisor to ensure no work orders exceed 8 days from last day of labor to invoice.
    • Monitor labor entry from shops, reconcile against work orders(s) in system, correcting errors, and ensuring time card totals balance against system input totals.
    • Any special projects that will result in improved operations via logistical support (checklists, procedures, forms, learning equipment/components, repair processes).
    • Cross train into other service areas to provide support on an as needed basis.   (technician labor entry & balancing, other shops, scanning/filing)
    • Answers Service Department phones.
    • Calculate and distribute corporate monthly LDL (Last Day Labor Reports)
    • Maintain “Monthly Jobs Exceptions Report”.
    • Balance DBSi labor entry to E-Time daily and bi-weekly payroll for all HammondTractor Service techs.
    • Perform all necessary Service document scanning for Hammond  Shop Service.
    • Maintain proper uniform count and maintenance for all Hammond service techs and Parts Department.
    • Maintain Hammond office supplies.
    • Interact with customers at Service will call window..
    • Order & maintain bulk fluid on hand.
    • Maintain invoicing through third party purchasing system. (Ariba)
    • Schedule shop PM calls. (formerly performed by CSA/ PM Coordinator)
    • Advise assigned PSSR when a customer machine comes in to the shop for repair.



    EDUCATION/QUALIFICATION/EXPERIENCE: Customer service experience in a service and/or parts environment, computer skills to include Microsoft Office (Excel, Word, and Powerpoint), accounts receivable, payables experience.


    SKILLS/ABILITIES: Provide basic levels of support in Microsoft Word and Excel as needed


    Equal Opportunity Employer M/F/Disabled/Vets


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