Overview
We are seeking a Customer Service Representative to be the first point of contact for our customers, delivering excellent service while supporting sales. This role is ideal for someone with experience in a mechanical or automotive environment who can confidently communicate technical services. We are looking for someone with Service writing experience, including documenting concerns, preparing estimates, and coordinating with technicians. Your ability to engage with customers, understand their needs, and provide tailored solutions will be key to your success in this position.
Responsibilities
Service Writing
- Document mechanical problems and services by listening to customer’s description of symptoms, clarifying description of problems.
- Prepare quotes by costing materials, supplies, subcontractors, and labor.
- Obtain quote approvals, making follow up calls as necessary.
- Create Work Orders describing symptoms, problems, and causes discovered.
- Issue PO’s for subcontractor work and parts to support technicians job requirements.
- Assist in developing weekly schedule for technicians based on parts availability.
- Various administrative duties as applicable to ensure supervisors and managers can direct shop and field workflow.
- Document engagements (calls, meeting, emails etc.…) with customers in CRM.
- Ensure adequate shop supplies, tooling etc. are maintained in the service trucks.
- Weekly stock order Purchase Orders
- Shipping/Receiving as required.
- Manage warranty claims to vendors.
- Handling telephone, email and website parts and service inquiries from new and existing customers for all product groups.
- Respond in a timely basis to customer requests, displaying a sense of enthusiasm and urgency appropriate to customer expectations.
- Analyze service evaluations (inspections) and technician documentation on all field jobs for completeness and action items.
Service Support:
- Arrives at customer site or shop ready to complete the task at hand. Reviews the job scope thoroughly, asked questions for clarification, and are properly equipped to complete the job safely and efficiently.
- Seeks assistance when needed, through company and vendor contacts. Taps into people and resources to support success and serve customers in keeping with GRL standards and expectations.
- Abides by all safety protocols and demonstrates commitment to GRL’s safety culture.
- Continuously looks for and suggests improvements to assigned supervisor.
Location and Travel
- Based out of the Heartland office.
- Your schedule will be Monday to Friday 8:00am to 4:30pm.
Key Relationships and Interactions
- Reports to the Manager of Customer Support with guidance from Service Manager/ Branch Manager
- Key Collaborations: Service Department, Product Specialist, Inside Sales, Warehouse, Provincial Administrator
- Key external interactions: customers, prospective customers, vendors & factory reps.
- Should be prepared with appropriate information to discuss at Dispatch/ Toolbox meetings to ensure continued service excellence
Success Measures
Resource Utilization: Evidence of confidence in working on GRL equipment; uses the resources available to properly and effectively diagnose, troubleshoot, repair, overhaul and maintain the equipment.
Service Orientation: Builds customer confidence, ensures commitments to customers are met, clearly communicates requirements internally; continuously searches for ways to improve customer service.
Customer Satisfaction: Feedback from customers, vendors, and staff is positive and complimentary. Demonstrated pride in workmanship, understands the value provided to customers and thrives on the challenge of the role.
Teamwork: Contributes to the well-being of the team by assisting others when needed and offering constructive suggestions for more efficiently managing workflow and enhancing communication in the workplace.
The Person
The ideal candidate will bring the following:
- Technical knowledge of heavy-duty off highway mobile equipment.
- Ability to multitask and prioritize tasks as urgency changes.
- A Class 5 Driver’s License with clean driver’s abstract; demonstrated experience driving a service truck.
- Proven ability to keep an organized and tidy workspace/service truck.
- Through voice, email, and instant messages, communicates clearly and professionally to customers and internal staff.
- Proficient in or can learn various business software such as Business Central, Signature Service, HubSpot CRM, Microsoft Office (Word, Excel, Outlook, Teams).
- Proactive and solution oriented, working with others to solve technical issues, willing to help out where needed.
- A “can-do” attitude and ability to work independently and as part of a team.
- Willing and able to travel to field locations and work away from home for several days at a time.
- Experience working as a Red Seal ticketed HD technician, with customer facing work experience is an asset.
Job Type: Full-time
Pay: $50,000.00-$65,000.00 per year
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
Application question(s):
- Do you have previous experience working in a heavy-duty or mechanical environment?
Experience:
- Service writing with a service company: 2 years (preferred)
- Customer service: 2 years (preferred)
Work Location: In person
