The Service Writer is dedicated to innovation, competence and efficiency, leading ultimately to high levels of product quality, customer service and customer satisfaction. Custom Vac’s Service and Parts department is key to driving high levels of customer satisfaction and repeat business. The Service Writer focuses on Vac truck and Vac Trailer service as required. Primary responsibilities will be in service administration, being responsible for courteous and swift response to customer inquiries and orders, ensuring invoices and all paperwork is completed quickly and accurately. This work ensures that Custom Vac trucks meet the company’s high standards and customers receive the quality vehicle they have come to expect. The service writer will also provide additional administrative support within the operations team.

Custom Vacoffers custom-built industrial vacuum equipment manufactured at our modern facility located in Nisku, Alberta. Our team of highly skilled technicians and tradesmen, with the support of an experienced sales team, will ensure our vacuum equipment is built to meet the needs of our customers.

We value a positive and constructive attitude toward work, measured by positive, respectful teamwork and consistent punctuality, regular attendance. Our employees respect the processes and procedures that we have put in place, and we in turn value the contributions and improvements they can offer within that framework.

Key Responsibility Areas

Sales and Service

• First point of contact when a service customer calls in to inquire about service work. Ensure all customer contact information is taken correctly and equipment drop off is scheduled appropriately.
• Complete all unit check ins upon arrival at service facility.
• Create quotes on work requested, including parts and labor, and submit to customer for approval.
• Create work orders and enter descriptions as work is completed
• Track service monthly labour, reworks, aftersales, training charts, supplies, service expenses and technicians’ work hours
• Handle customer inquiries regarding work in process, appointments and return phone messages promptly
• Work with management and support teams to identify, troubleshoot, and resolve product problems and develop new efficiencies
• Contact customers for payment via email or phone as required

Administrative Monitoring and Support

• Monitor the status of work in progress and warranty work orders to ensure timely completion, according to deadlines.
• Review repair orders/policy return orders and distribute hard copies to required personnel
• Track and monitor required service paperwork, ensuring hard copies, Internal reviews, customer reviews and all relevant paperwork is added to the customer file
• Update return orders as required.
• Supporting accounts receivable invoicing for service
• Tracking and monitoring work in progress
• Monitor subcontractor work and invoices and ensure closure of Return Orders
• Month end reporting to management

Other Duties

• Understand and apply company policies and goals to ensure a fair and respectful work environment
• Provides back-up to other Service and Parts personnel as required
• Other projects or duties as assigned

Qualifications

Education

• Minimum High School Diploma or equivalent
• Completion of Trade or business Certificate or Diploma is preferred

Experience

• 3-5 Years prior experience in a service writing role
• Effective in the use of Microsoft Office, experience with Teams and SharePoint is an asset.
• Experience with EPICOR or another ERP is preferre

Competencies (skills, abilities, knowledge)

• Take pride in delivering a quality customer product
• Excellent communication and interpersonal skills and the ability to work collaboratively in a team environment
• Dedicated to providing a positive customer experience to a diverse client population
• Attention to detail and a capacity to maintain accuracy and completeness of complex documents
• The ability to work effectively either individually or as part of a team
• Ability to learn quickly and to self-teach necessary skills and knowledge
• Will develop a growing ability to exercise critical thinking, make decisions independently, seek advice and accept direction when needed
• Strong attention to detail is required with the ability to look ahead in the work process
• Ability to rapidly shift tasks with little to no prior notice

Join us in a role where your contributions will be valued and instrumental in steering Custom Vac Services to new heights. We are eager to welcome a professional who is ready to evolve with us, bringing in fresh perspectives and innovative solutions. Tornado is an equal opportunity employer, dedicated to fostering a diverse and inclusive workspace.

Custom Vac Services is a Division of Tornado Infrastructure Equipment (NA) Inc.

Job Type: Full-time

Pay: $55,000.00-$65,000.00 per year

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance