The Service Planner initiates services and repairs, verifies warranty and policy coverage, creates repair estimates and creates and plans repair orders while maintain customer rapport. The Service Planner will coordinate, troubleshoot, authorize, manage and process on road repairs / breakdowns. The Service Planner plans the technicians work schedule to be most effective and minimizes customer dwell and repair and total downtime and indirect labor. The Service Planner tracks technician payroll, accountability and quality metrics.
Reports to the Director of Maintenance
Principle Duties and Responsibilities
Greets customers in a timely, friendly manner and writes up customer’s vehicle problem accurately and clearly on Service Write Up sheet, verifying customer information, and obtaining customer’s signature
Maintains high customer satisfactions standards in accordance with Meiborg Enterprises commitment to excellence
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Standardize and update procedures used in reviewing and closing work orders to ensure consistency and accuracy to meet our goal of submitting same day, accurate invoices.
Communicates updates to customers and technicians.
Develops estimates by costing materials, supplies and labor.
Prepare repair orders
Assist drivers with accurate reporting of request for repairs on tractors and trailers in insure accurate information to shop personnel.
Ask one ended question to get as much detail for the complaint.
Use reason for repair and complaint.
Use VMRS coding
System and Assembly
Reason for Repair
Prepares the repair order to match the approved estimate.
Ensure the technician notes the cause, correction and that the correction was confirmed.
Ensures final invoice is signed and reviewed with customer and that the jobs are billed properly.
Provides customer with a copy of all work performed and explain thoroughly the work that was performed
Monitor and manage each work order daily and have a summary ready for the customer at the completion of requested repairs ensuring that there are no instances where a customer does not receive an invoice the same day that the job is completed, within established time frames.
If the scope of a job changes, ensure that a change-order has been submitted for customer approval (by signature or e-mail) and a signed or electronic copy of the approval or denial inserted in the work order before proceeding with updated repairs.
Assign & Checks progress priorities to open work orders to ensure they are processed to meet WIP goals (WIP) throughout the day updating the customer with any changes in ETR or updated estimates.
Explains cost and time requirements in detail and gets proper authorization before any additional repairs are performed
Monitor and communicate the repair process for assigned area.
Ensure continued job progress; follow up conversations with documentation in the manager program, with the lead person and the technicians using all current system tools provided.
Coordinate repairs for on road repairs / breakdowns.
Follow up on repairs
Documents and tracks work pending, pending estimates and out of service equipment.
Administer, monitor, and report the accuracy and fair estimates/quotes for segment repairs.
Maintains filing and records
Updates customer profiles using equipment, hours, or other information from the customer work orders
May process warranty and/or product improvement claims including the computation of charges, submission and follow-up
Verifies repairs are/are not warrantable prior to quoting customer or proceeding with repairs.
If warrantable, ensures that service warranty documentation is completed/present for claim processing
Completes invoicing, collecting PO's or receiving payments from customers prior to unit being released to customer
Updates job knowledge by participating in educational opportunities; reading manufacturers' publications.
Handles telephone inquiries regarding inbound work, appointments and work in process
Resolves customer complaints and elevate as necessary
Communicates updates daily and Estimate Time of Repair (ETR's) to customer
Maintains an enthusiastic attitude to build positive relationships and morale
Audit repair orders shops.
Close out completed work orders, and check for accuracy.
Assist with training new hires on Meiborg Enterprises policies and procedures
Resolve customer complaints on billing and warranty issues.
Provide continuous review of and improvements to Service Systems, WIP, Time reporting, Expenses, and Sublet etc.
Consistently improve procedures to streamline billing and warranty for assigned areas.
Brief supervisors and submit reports on measures.
Always work safely. Adhere to all applicable safety policies. Comply with all company policies, procedures, and standards.
Perform other duties/task as assigned by management.
Service Planners are expected to work long hours with frequent standing and moving.
They may be exposed to extreme heat or cold and usually work weekends and holidays.
This specification is intended to indicate the kinds of tasks and levels of work difficulty that will be required of positions that will be given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to effective customer service delivery, and the ability to work productively as a member of a team or work group are basic requirements of all positions.