Address
Form of workService Writer (Service Specialist I) - Pittsburgh, PA
Location: 304 Deer Run Road, Suite #3 Sewickley, PA 15143
Compensation Range: $21 - $24/hour, On-site
Contact: Maria Ambrose, mambrose@gncoinc.com, (216) 644-6729
WHY JOIN TEAM TOWLIFT?
- We are a 3rd generation family-owned company.
- Core values shape our culture and drive us to deliver the best for our employees and customers. We uphold a culture of:
- Positivity
- Teamwork
- Self-development
- Integrity
- Community service
- Safety
- We offer paid-on-the-job training, development and advancement opportunities from Certified Dealer Trainers.
JOB SUMMARY
The Service Specialist is responsible for providing technical support to all branch technicians. They ensure technical issues are getting resolved in a timely manner to ensure high first-time fix rates. Partners with service management to improve the technical skillset of the branch operation. Ensures the technical quality of the branch is at an acceptable level.
ESSENTIAL FUNCTIONS
- Processes quotes from request to invoice, ensuring timeliness, proper documentation, and a high level of accuracy.
- Utilizes technical skillset when generating quotes to present an accurate and complete repair proposal; a complete proposal identifies the underlying cause of the need for repair and presents a job that will fix the issue being requested to quote.
- Adjusts proposals throughout the process as the customer’s scope of work changes.
- Presents proposals to customers in a timely and professional manner.
- Elevates approved proposals to the Service Account Supervisor and ensures jobs are completed timely.
- Achieves a positive labor variance on quotes and communicates with technicians to complete repairs in less time than proposed.
- Maintains an accurate quote log with the date of service, original work order, quote number, customer, equipment, sale status, job variance (difference between actual v. proposed amount), and any other pertinent information used to analyze performance.
- Assists technicians with any software issues; maintains laptops and computers by tracking and installing software updates in company equipment.
- Troubleshoots customer issues, providing recommendations for resolution and escalating as needed.
- Provides technical support to all technicians calling in with issues, diagnoses issues, and ensures they are repaired properly.
- Performs on-site technical help to assist technicians through the repair process as necessary.
- Trains with Service Account Supervisors and can actively support Service Account Supervisors in dispatching technicians and streamlining dispatching processes.
- Documents technical phone calls to be reviewed with service management to understand where additional training support is needed.
- Advises service management when there are pending technical issues that are taking longer than 24 hours to resolve.
- Puts together plans and action items to resolve major technical issues.
- Performs failure analysis to document repair procedures to be reviewed with suppliers and customers.
- Maintains ongoing communication with customers if the repair process is taking longer than 24 hours.
- Communicates any failure analysis with the entire Product Support team to prevent future complications.
- Ensures all manufacturer product support bulletins (PSBs) are communicated timely, and action plans are established.
- Monitors repair times to communicate to service management where improvements can be made.
- Participates in classroom and factory training to maintain product knowledge.
- Maintains professionalism on the job at all times.
- Is reliable and punctual in reporting for work as scheduled.
- Performs other duties of a similar nature as required.
POSITION QUALIFICATIONS
EDUCATION
- High School Diploma or equivalent. Vocational or technical certification preferred.
EXPERIENCE
- 1-3 years of experience in a material handling or automotive industry, specific to maintenance and repair.
- Valid Driver’s License and driving record acceptable to our insurance company.
ADDITIONAL REQUIREMENTS
- Ability to work independently and to effectively prioritize demands and execute tasks.
- Keen attention to detail.
- Strong project management and organizational skills.
- Strong written and verbal communication skills with the ability to convey information to internal and external customers in a clear and concise manner.
- Ability to travel for continued development and ongoing training.
BENEFITS
- All shifts Monday - Friday 7:00 am - 3:30 pm
- $2,000 sign-on bonus and referral bonus opportunities
- Competitive salary with monthly bonus opportunities
- Comprehensive benefits include medical, dental, vision, and 401(k) with employer match and profit-sharing. Opportunity to earn monthly premium discounts. 3 weeks PTO annually prorated in the first year, and 10 paid company holidays.
- Tool loan program
- Annual Boot, Safety Glasses, and Gym Reimbursement Programs
- Company provided:
- Modern service van: Including fuel card and maintenance
- Laundered uniforms
- Technology: iPad, laptop, and iPhone
- Specialized tools
- PPE
- And so many more perks when you join the Towlift team!
Towlift is an equal opportunity employer, all applicants will be considered for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We are proud employers of Veterans, helping them to navigate the transitions of life and reach their fullest potential.
