Writer, Service - GTTC - Waterloo, IA

GROWMARK; Waterloo (IA); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated customer service professional to enhance customer relationships and operational efficiency. In this pivotal role, you will serve as the first point of contact for customers, ensuring their needs are met while supervising technicians in the shop. Your expertise in mechanical knowledge and communication will be vital as you coordinate work orders, assist with troubleshooting, and maintain high standards of customer satisfaction. If you thrive in a dynamic environment and are passionate about delivering exceptional service, this opportunity is perfect for you.

Qualifications

• 3-5 years of mechanical background, especially with heavy equipment.
• Ability to communicate technical information effectively.

Responsibilities

• Develop customer relationships to ensure loyalty and retention.
• Oversee work orders and ensure excellent customer service.

Skills

Customer Service

Communication Skills

Mechanical Knowledge

Collaboration

Education

Trade School Completion

Tools

Microsoft Office Suite

Job description

Serve as the first point of contact for customers, develops customer relationships, and serves as a liaison between the customer and the Sales/Operations team. Responsible for monitoring work orders and communicating with customers proactively to ensure an exceptional customer experience. Maintains a strong partnership with team members to facilitate operational efficiency and customer satisfaction.

SUPERVISION AND LEADERSHIP

Supervises technicians and provides Shop oversight in the absence of the Shop Manager.

ESSENTIAL JOB FUNCTIONS

1. Responsible for creating and building customer relationships that result in customer loyalty and retention of business.
2. Provide excellent customer service throughout the customer experience, providing updates on jobs, communicating any change in the work, price, and expected completion time.
3. Coordinate with the lead technician on daily work order assignments and their status. Ensures timelines can be met and coordinates workload to meet customer needs.
4. Oversees the work order life cycle from creation, technician assignments to billing.
5. Collaborate with the Parts Team to ensure the necessary parts are in stock for work orders, along with correct assignment and price.
6. Serves as liaison with all teams involved on work orders to ensure the end product will meet customer and operational expectations.
7. Actively monitor and analyze actual work hours on jobs compared to the benchmark hours and communicate with the shop manager on jobs that are outside of those parameters. Assists with troubleshooting and identifying any reasons for delays and works to resolve issues.
8. Provide sales assistance as needed/appropriate with customers.
9. Provide friendly and professional customer service as first point of contact to customers on the phone and in person.
10. Coordinates with Shop Manager and Fleet Operations Manager to schedule annual inspections of GROWMARK equipment (bottle trucks, dry vans, and fuel trailers) for efficient processing and minimal downtime of such equipment.
11. Manages the closure of work orders and submission to supervisor to initiate customer billing.
12. Test drives vehicles (as able) after repairs are completed to ensure all work meets customer and company expectations and all items on the work order have been completed prior to contacting the customer for pick up.
13. Assist technicians troubleshoot repairs as needed.

OTHER JOB FUNCTIONS

1. Assist in communicating any technician attendance issues to the shop manager.
2. Follows GROWMARK’s Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA, and DOT policies and procedures, as they apply.
3. Performs all other duties as assigned.

REQUIREMENTS

1. Normally requires completion of trade school with 3-5 years of mechanical background, particularly with heavy equipment, diesel, or trailer technician experience.
2. Ability to communicate technical information to customers, adjusting to their level of knowledge to ensure satisfaction.
3. Demonstrates essential abilities including business knowledge, customer focus, and collaboration with team members.
4. Proficient in Microsoft Office suite, particularly Excel and Outlook.
5. Must be mobile and can frequently lift items weighing fifty pounds.
6. Must be willing and able to work hours beyond those usually considered normal.
7. Occasionally, frequently or continuously exposed or required to work in the following conditions: standing for long periods of time, varying heights, noisy conditions, confined spaces. Working conditions may include dust, fumes, chemicals, and electrical hazards with appropriate safety measures.
8. Must have and maintain a valid driver’s license and can travel independently and overnight as needed.
9. Ability and willingness to participate in required training that may include education on GROWMARK’s policies and procedures and additional training as it relates to the requirements of the position.

We are an equal opportunity employer, including protected veterans and qualified individuals with disabilities.

About the company

Growmark, Inc., is a regional agricultural supply cooperative operating in more than 40 states and one operation in Ontario, Canada.