The Mobile Service Writer (“MSW”) is responsible for the efficient and accurate processing of estimates, repair orders (“RO”), and invoices for the Mobile maintenance division at Dickinson Fleet Services. The MSW key metrics include revenue and margin achievement, invoice accuracy, RO cycle time, and WIP aging. The MSW is responsible for developing estimates, reviewing and improving ROs, preparing ROs for final invoicing, and closing the invoice. The MSW acts as a vital team member in the DFS Major Market (“MM”) organization and will interface daily with the MM Leader, Technician Team Lead, Customer Experience, and members of corporate functions. As the conduit for RO-to-Invoicing, the MSW must act with a sense of continuous improvement, focusing on improving RO-to-Invoice efficiency as well as identifying and eliminating opportunities for error.
Knowledge, Skills and Abilities:
- Ability to create estimates in line with varying customer needs and expectations of cost, quality, and lead time.
- Ability to solve problems related directly to RO and invoice processing as well as general problems related to processes and maintenance practices.
- Ability to coordinate multiple group efforts within the MM to achieve objectives.
- Ability to act with a high sense of urgency and employ excellent organizational and problem-solving skills.
- Constructive Engagement: Expresses ideas and disagreements, constructively resolves conflict, and encourages others to do the same.
- Customer Orientation: Meets the expectations and needs of internal and external customers.
- Analytical Thinking/Problem Solving: Accurately assesses problems and effectively and efficiently arrives at solutions.
- Understanding of the RO process, the IT systems used by DFS, and the language of maintenance as it pertains to the DFS customer base.
- A demonstrated skill and interest in continuous improvement of processes.
Job Task
- Develop and deliver high quality estimates to DFS customers and technicians.
- Improve RO quality by identifying weak points (e.g., the story, missing information, incorrect information), edit ROs such that customer disputes are eliminated while DFS invoices full amount for service provided.
- Optimize the RO-to-Invoice process by working within Major Market to address inefficiencies.
- Actively manage WIP to reduce cycle time, accelerate RO-to-cash cycle, and resolve customer disputes.
- Collaborates with other MMs, our technicians, and members of DFS organizations to define value-add activities, address areas of improvement, and ensure company goals are met.
- Ensures work is performed in alignment with our company’s values; integrity and safety being at the forefront. Communicate with internal operation teams to develop consistent support for the customer base.
- Reviews PM Sheets submitted by technicians and formulates estimates to send to customers on any follow-up work required.
- Performs other duties and responsibilities as assigned
Required Competencies:
- Ethics & Values: Adheres to an appropriate and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what he preaches.
- Action Oriented: Has a sense of urgency daily; is action oriented; not fearful of acting with a minimum of planning; seizes more opportunities than others.
- Customer (Technician) Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in services; acts with customers/technicians in mind; establishes and maintains effective relationships with customers/technicians and gains their trust and respect.
- Functional/Technical Skills: Has the functional and technical knowledge and skills to do the job at a highest level of accomplishment.
- Listening: Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when he disagrees.
- Systems: Demonstrated ability to learn and use IT systems related to the repair and invoicing processes at DFS, including Karmak, Excel, TRAIT, and other systems.
- Interpersonal Savvy: Relates well to all kinds of people – up, down and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
- Problem Solving: Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers
Why Dickinson?
Excellent benefits: An excellent medical, dental and vision plan with a zero premium monthly contribution option, a 401(k) plan with company match, a wellness program and more.
Strong values: We’re family owned, we value our people and we have created a culture based on strong values.
Grow your skills: We’ll set you up for success with great training, as you come on board and on an ongoing basis.
Accelerate your career: History shows that strong performers can move up to a Lead or Manager role or follow other paths within our company.
The stability of an industry leader: Our passion for quality work and excellent customer service have helped us dominate our market. Our customers include some of the nation’s largest fleet operators.
DFS is now part of Cox Automotive Group
There is nothing ordinary about Cox Automotive. We are people of every background driven by our passion for mobility, innovation, client success and community outreach. We make buying, selling, owning, and using cars easier for everyone. Touching more than 40,000 clients across five continents, we bring together the best brands and the best teams to propel the automotive industry forward. Some of those team members work for our iconic and groundbreaking consumer brands like Autotrader ® and Kelley Blue Book®, while others are creating the future of automotive at industry-facing brands like Dealer.com ®, Manheim ®, NextGear Capital ®, vAuto ® and Xtime®. Cox Automotive is part of Cox Enterprises, a privately-owned, Atlanta-based company with revenues exceeding $20 billion. Cox Automotive is a global, family business that treats team members and clients like they are just that – family. For more information about Cox Automotive, visit www.coxautoinc.com.
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Work Location:
- One location
Source: Indeed.com
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