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Form of workJob Description
Position Summary: Initiate equipment services and repairs by ascertaining performance problems and services requested. Maintain a positive customer rapport. Develop estimates, write repair orders, verify warranty and service contract coverage, file warranty claims, and maintain warranty and other records.
Duties:
- Ascertain equipment problems and services by listening to and clarifying customer's description of symptoms, checking vehicle maintenance records and examining service schedules
- Verify warranty and service contract coverage by examining records
- Explain warranty provisions and exclusions
- Develop estimates by costing materials, supplies, and labor
- Calculate customer's payment including deductibles
- Prepare repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required, obtaining approval signatures and entering RO into service database system
- Maintain customer rapport by explaining estimates and expected return of equipment, obtaining customer's approval of estimates, obtaining and providing contact telephone numbers, and responding to questions and concerns
- Maintain maintenance records by recording problems and corrective actions planned
- Complete weekly Work in Progress reporting in coordinating with manager
- Update job knowledge by reading manufacturers' publications
- Coordinate service will-call with parts staff
- Operate equipment
- Assist the service shop with work-flow
- Assist with parts research
- Assist retail and rental customers as needed
- Assist with receiving of parts and equipment as needed
- Assist with showroom organization and cleanliness as needed
- Observe health and safety precautions required to protect people and property
- Identify potential safety or maintenance issues and communicate them to management
- All other duties as assigned
