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About the Role

The Dock & Door Service Writer plays an important role in turning technician recommendations and customer service needs into clear, accurate repair proposals. You'll research information needed to prepare service quotes, communicate proposals to customers, follow up on outstanding quotes, obtain approvals and purchase orders, and work with our NEDD employees to help move approved repairs into the service process. This position is a great fit for someone who enjoys both customer interaction and detailed administrative work.

Responsibilities

Review technician recommendations, PM reports, service calls, and customer requests that require repair quotes.
Research parts, materials, labor, and other information needed to prepare accurate proposals.
Work with technicians, Parts, suppliers, and other employees to gather information for quotes.
Prepare clear and accurate customer service proposals.
Communicate recommended repairs and proposals to customers.
Follow up consistently on outstanding quotes.
Answer customer questions and obtain authorization to proceed with approved work.
Obtain required customer purchase orders.
Communicate approved repairs to Dispatch and other appropriate NEDD employees.
Help ensure approved work moves efficiently into the scheduling and service process.
Maintain accurate records of quotes, approvals, declined work, and customer communication.
Answer incoming calls and assist with other service-related responsibilities as needed.

Requirements

Strong customer service and interpersonal skills.
Excellent verbal and written communication skills.
Confidence communicating with customers by phone and email.
Strong organization, attention to detail, and follow through.
The ability to manage multiple quotes and priorities at the same time.
Basic mechanical aptitude or an interest in learning about Dock & Door equipment and repair processes.
The ability to understand information from technicians and turn it into an accurate customer proposal.
Comfort following up with customers and asking for approval to proceed with recommended repairs.
Proficiency with email, word processing, spreadsheets, and computer based systems.
A high school diploma or equivalent.
Customer service, service writing, parts, mechanical repair, industrial service, or related experience is preferred.
Dock & Door, industrial equipment, material handling, construction, or related experience is a plus.

Skills

Customer service
Interpersonal skills
Verbal communication
Written communication
Email communication
Phone communication
Organization
Attention to detail
Follow through
Time management
Mechanical aptitude
Computer proficiency
Email
Word processing
Spreadsheets

Location

Northeast

Work Type

Part Time
Onsite

Experience Level

Preferred experience in customer service, service writing, parts, mechanical repair, industrial service, or related fields.
A plus to have experience in Dock & Door, industrial equipment, material handling, construction, or related fields.

Education Level

High school diploma or equivalent

Salary/Compensations

$23.00 to $25.00 per Hour

Benefits

401(k) retirement plan with a 50% Company match on the first 5% contributed.
Paid vacation time based on regularly scheduled hours.
Paid sick time based on regularly scheduled hours.
Paid Company holidays when the holiday falls on a day the employee is normally scheduled to work.
Company clothing allowance.
Opportunities for training and professional development.
Participation in Company events.
A supportive, family-oriented work environment where employees are valued and respected.

About the Company

Since 1954, Thompson & Johnson Equipment has built its reputation by investing in its employees, supporting its customers, and Delivering Our Promise every day.
As a family-owned company, we believe our employees are our greatest asset. We are committed to providing a workplace where people are respected, supported, encouraged to grow, and given opportunities to make a meaningful contribution.
Northeast Dock & Door (NEDD) is a division of Thompson & Johnson Equipment specializing in dock and door equipment, products, service, and solutions for commercial and industrial customers.

Equal Opportunity

Thompson & Johnson Equipment Co., Inc. is proud to be an Equal Opportunity Employer.
We are committed to creating a workplace where all employees are treated with dignity and respect and where employment decisions are based on qualifications, merit, and business needs.