Service Writer

JobSpace; Rotorua; On-site; NZD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive remuneration package

Supportive working environment

Advancement opportunities

Ongoing training & development

Growth with the company

Job summary

Brandt Rotorua is seeking a Service Writer to join our store team. Be the front-facing voice for the service department, coordinating jobs and ensuring a top-tier customer experience in a mechanical workshop environment.

You will translate customer concerns into actionable service tasks, explain work and costs, and track progress. Experience in agriculture or automotive sectors is advantageous, with opportunities for training and growth within Brandt.

Qualifications

• Experience in a mechanical environment or workshop setting.
• Strong customer service focus and communication skills.
• Good time management and ability to prioritise tasks.
• Able to translate customer concerns into actions for the service dept.

Responsibilities

• Be the front-facing person for the service department and provide best-in-class customer service.
• Assign jobs and work orders to staff according to skills.
• Explain work performed and costs to customers and escalate to Location Manager if needed.
• Proactively follows up on deviations from estimates regarding timing or costs.
• Ensure pre-authorisations and pre-inspections are complete before repairs.
• Maintain accurate customer job files and report technician time for payroll.

Skills

Mechanical experience

Customer service

Time management

Communication

Teamwork

Tools

Microsoft Office

Job description

Are you looking for an exciting career opportunity? Our Rotorua branch has an exciting opportunity for an exceptional individual to join our store as a Service Writer. If you have experience in mechanical workshop environments and excellent customer service and time management skills, then this position is for you. You will have mechanical acumen and strong communication skills, ensuring you can effectively support our service manager in coordinating the service department.

What we offer:

• Competitive remuneration package.
• Positive and supportive working environment.
• Advancement opportunities within the organisation as we grow.
• Ongoing training & development.
• Be a key part of the continuous growth of our company.

About the opportunity:

• Be the front-facing person for the service department and provide best-in-class customer service.
• Assign jobs and work orders to employees according to their skills and knowledge.
• Ensure a superior customer experience by translating prospective and current customers' concerns into specific actions for the Service Department.
• Engages with the customer to explain the work performed and the related costs; resolves customer concerns or escalates concerns to the Location Manager if required.
• Proactively follows up and advises customers of any deviations from the original estimate regarding timing or costs as required.
• Ensuring all pre-authorisations and pre-inspections are complete before initiating repairs.
• Maintaining current and accurate customer job files/work orders, including opening work orders, posting technician's time to work orders, and posting technicians' comments.
• Reconciling the technician's time to payroll time capture processes and submitting to payroll.
• Maintaining a work order details log daily.
• Preparing all warranty and product improvement program claims and monitoring warranty receivables.
• Develops and maintains follow-up processes regarding work completed to ensure customer satisfaction.
• Follow all safety rules and regulations when performing any duties you are asked to undertake.
• Previous agriculture or automotive industry experience would be an advantage, but it is not essential.

About you:

• A positive, helpful, flexible, and supportive disposition.
• Experience in a mechanical environment.
• Sound knowledge and use of the Microsoft Office suite.
• Ability to work under pressure and prioritise.
• A collaborative approach, adhering to company values.

About us:

Brandt is a world-leading equipment dealer, powered by iconic brands and unrivalled support. We are a global team with one shared purpose with dealerships across Canada, New Zealand, and Australia. It's our mission to enable our customer's success by providing practical and reliable equipment solutions and support. Our customers count on Brandt to keep them moving forward, and we meet that challenge with remarkable customer service and the industry-leading brand John Deere.